Join us on Friday, August 28 for a live online demo. Learn how RingCentral supports your mobile workforce with powerful communications that work on the desktop, desk phone, smartphone, and tablet, making everyone productive and professional no matter where they are.
Understand how cloud-based solutions overcome many of the limitations of legacy PBX systems and make a BYOD environment easier and less costly to manage. See a demo of our powerful mobile app that lets you take HD voice, fax, text, online meetings, conferencing and more with you anywhere on your smart devices.
You’ll see how it works and get answers to your questions. Learn how to:
•Call, text, or fax anyone, anytime from your mobile app with Company Directory
•Use a single business identity with one business number.
•Manage your entire system of locations, departments, extensions, and direct numbers
•Use advanced call control for call flip, transfer, park, recording, and more.
Citrix XenApp and XenDesktop 7.6 are fast becoming the standard platforms for deploying application and desktop virtualization. Based on the new Flexcast Management Architecture (FMA), XenApp and XenDesktop 7.6 provides a unified platform that makes application and desktop delivery fast and easy.
Join us for the Top Eight Best Practices for Deploying Citrix XenApp and XenDesktop 7.6 live webinar to learn how to take advantage of all the new Citrix features and enhancements to improve the security, manageability and remote access of your virtual applications and desktops.
Please join HDI's, Executive Director, Certification & Training, Rick Joslin as he discusses the results from a recent HDI global research study that focuses on IT Service Management (ITSM) tools and processes organizations deploy to empower users with self-service. Learn how organizations successfully leverage self-service as well as what hurdles they encountered and the steps they took to improve their self-service capabilities.
So whether you are looking for validation, justification, or just want to get a sense of the latest ITSM tools and best practices, you don’t want to miss this webcast!
Attend this webcast to learn:
• What tools and/or process organizations deploy to encourage user self-service
• What benefits or hurdles organizations have experienced with user self-service
• How organizations have overcome the challenges around self-service
This event is approved for 1 Continual Professional Development (CPD) credit.
Today and in the future, Carrier Ethernet (CE) 2.0 will support the automated provisioning of dynamic cloud-based services through NFV and SDN as outlined in MEF’s Third Network vision and Lifecycle Service Orchestration strategy. The MEF’s Professional Certification Program is evolving to keep pace with these rapid developments in our industry.
This webinar will cover two key topics. It will introduce the new MEF C3 Professional Certification program and cover the terminology and concepts of Service Architecture, Connectivity Services, Lifecycle Frameworks and Lifecycle Orchestration. In addition, it will reveal why it is critical to fully understand how to deploy those CE service attributes necessary to support agile cloud services, which are covered in the current MEF-CECP exam.
This webinar is intended for individuals who plan, market, implement, deploy, operate and support CE services.
Take metrics and measurements to the next level: key performance indicators bring transparency into your data center management.
The data center was seen as a cost factor in the past, whereas for modern organizations it is the driver of business. Put a value to its contribution by measuring the right values. Rather than concentrating on technical details of data center operations, business oriented indicators put value to your data center output and allow you to involve your senior management.
In this webcast Oliver Lindner, Business Line Manager for Data Centers, gives you practical examples and shows how to design KPIs that fit your business needs.
As the threat landscape continues to evolve and expand, how best can your security solution adapt to the changes? To keep up with the pace, IT security needs quick and accurate information in order to identify and remediate these incidents. The new updates for Trend Micro OfficeScan and Trend Micro Control Manager offers you just that. A better security with products working together to provide customized defense to help you rapidly adapt and respond to this ever evolving threats.
Join this webinar to learn:
1.Trend Micro’s new technology to protect against Ransomware
2.What’s new with the release of OfficeScan 11 SP1 and Control Manager 6.0 SP3
3.How does our “Connected Threat Defense” fits in your company security
In the landscape of vulnerability management, you know that effective prioritization of vulnerabilities is the difference between "playing the numbers game" and truly being an InfoSec rock star. But too often, our primary resource--the CVSS--is relied on too heavily, with disastrous consequences.
Michael Roytman, Chief Data Scientist at Kenna, will explain what IT security professionals miss by placing too much trust in CVSS when it comes to prioritization efforts. He will also explain what information should absolutely be taken into consideration in order to focus on vulnerabilities posing the greatest risk. Topics covered include:
- Why CVSS sometimes gets it wrong
- Specific examples of serious exploits being given low scores
- What IT security professionals should do to supplement CVSS
- How the proper use of threat intelligence can accelerate your vuln management program
While organisations have used multidisciplinary approaches such as Agile and DevOps to improve the quality of, and speed with which , new functionality is developed and deployed, no value is actually realised until users use information and technology effectively and efficiently. Organisation lose 6% to 10% productivity due to IT issues and almost half of this is due to poor use. This presentation extends the traditional DevOps scope to address the actual value realisation from an outside-in perspective.
Gary Hardy, Christian F. Nissen, Stuart Rance, Sharon Taylor hosted by Mark Smalley
Most of us live in a service-dominant economy, yet we still think about services in goods-dominant terms that emerged from the industrial revolution. The Taking Service Forward initiative has embraced modern service-dominant thinking and proposes a ‘service architecture’ called the Adaptive Service Model (ASM). Its potential benefits include a better understanding of how to align services and the management thereof to customer needs, leading to more value for the consumer and lower costs for the provider. This presentation introduces ASM and how organizations can benefit from it by incorporating this thinking into their CSI initiatives.
The words “Customer Support” and “Customer Service” accurately describe the role of Service Desk and Desktop Support Professionals. Unfortunately, these words sometimes carry negative connotations, and do not accurately convey the strategic potential of user support. The fact is very few support organizations operate in a Strategic Paradigm. The result is that most do not fully exploit the inherent leverage of user support to achieve a competitive advantage for IT.
In this session Jeff Rumburg, Managing Partner at MetricNet, will discuss what it means to be a Strategic Support organization, and provide case study examples of support organizations that operate in a Strategic Support Paradigm.
Attendees of this webcast will learn:
•Three Sources of Leverage in a Strategic Support Organization
•Two Metrics to Measure Your Progress Towards Strategic Significance
•Key Success Factors for Achieving Strategic Enlightenment
•Benchmarking Results from Strategic Support Organizations
Is Continual Service Improvement (CSI) an afterthought at your organization? Has CSI implementation taken a “back seat” to other ITSM processes? What happens to all of the good ideas that the ITSM team comes up with as processes are designed and tools are implemented? What about improvements suggested from business partners? In this session, Doug Tedder discusses how the CSI Register can be just the means to a beginning of a culture and approach to Continual Improvement.
Continual Improvement is the underpinning foundation of lean and, believe it or not, ITSM. Why is this concept so rarely used or achieved? Why do people feel it is book 5 of the cycle and what is inside as to difficult to understand and introduce?
In his final session of his 6 part Lean ITSM series, Daniel Breston illustrates some simple concepts to ensure that you improve daily, not based on reports but based on the attitude, behaviour, climate and culture of your business, IT and suppliers.
Philippa Hale, Director & Senior Consultant at Open Limits and Associate Faculty at Henley Business School
Imagine coming home and finding someone had packed up all your stuff and moved you to another house. How would you feel? How soon before you were up and running again? And what if you were then moved again? And again? Uncontrolled changes and releases can feel like this to our colleagues across the business. Do we take enough responsibility for the impact of our changes on our colleagues' day-to-day workload, and on our organisation’s ability to do business?
Join me for an exploration of how to manage our reputation and credibility by being more pragmatic and organisationally aware.
Getting a release that is of value based on configuration items that are known, during the cycle of change, has been the hardest aspect of ITSM since it's foundation. However, there are some simple things you can do to create a flow of work that everyone understands, linked to roles and responsibilities, KPIs, and business strategy.
In part 5 of Daniel Breston's 6 part Lean ITSM series, he explores why IT exists, and how to ensure that what IT creates and delivers is done for good reason and in a value-oriented manner, based on DevOPS, lean, Agile and ITSM.
John Kindervag, Forrester Research and Seth Goldhammer, LogRhythm
60% of breached organizations included in the 2015 Verizon DBIR were initially compromised within minutes, and yet for most of those organizations it took hundreds of days to detect the intruders.
Fortunately, an intrusion does not equal a breach. In fact, there are usually several steps that typically follow an initial compromise before the bad guys get away with the goods or disrupt a critical service.
Detecting early warning signs such as an initial system compromise, command and control activity or suspicious lateral movement of intruders can provide the necessary lead time to respond and neutralize a threat before the intrusion leads to a material breach.
In this webinar, our guest speaker John Kindervag, Vice President, Principal Analyst at Forrester Research, and Seth Goldhammer, Director of Product Management at LogRhythm, will discuss how pervasive visibility and big data security analytics, when coupled with intelligent automated response, can substantially reduce an organization’s risk of experiencing a material breach or cyber incident.
Attend this webinar if you:
1. Are seeking to reduce your organizations meantime-to-detect (MTTR) and meantime-to-respond (MTTR) to cyber threats
2. Struggle to find the needle in the haystack of security events
3. Believe your current incident response process lacks adequate automation and efficiency
4. You have a first-gen SIEM platform deployed and are frustrated by its complexity or feel that you still have significant blind spots
Tech support at a college or university can be a daunting task to take on. Most IT departments in higher education face meeting varying support demands of faculty, staff and students that are often spread across multiple locations. This makes delivering unified service a challenge. This session will outline how Bomgar can combat such issues in the higher education setting. Attendees will hear from two customers, The University of Miami and Cape Fear Community College, who will share a glimpse into how they consolidated support efforts with Bomgar to provide a more unified and collaborative approach to tech support. Learn how both schools improved all-around success for their service desks, and how they turned tech support into a positive experience for the school as a whole.
Andreas Fuchs, Senior Product Manager, HEAT Software Inc.
Windows 10 is here! Are you ready to deploy it in your organization? Whether you are actively planning a corporate Windows 10 deployment in 2015/2016 or not, the influx of the OS onto the corporate network with new devices means you need to be able to manage it. A smart Endpoint Management solution can help you both plan and deploy the new OS, as well as provide the capability to manage endpoints on the network that already have the new OS preinstalled.
With HEAT Software, preparing and managing a company-wide Windows 10 rollout is easier than you think! Let us show you how you can reduce time and money on your OS deployment with our 6-step Best Practices Approach. Sign up today.
Many Service and Support professionals are unfamiliar with the key performance indicators (KPIs) that are important to track and trend and even fewer are aware of what constitutes acceptable performance. In this session, Jeff Rumburg will share the results of MetricNet’s 2015 Global Benchmarking Initiative for Service and Support, discuss the methodology, define the KPIs used for benchmarking, and share performance data from more than 140 companies worldwide.
In today’s modern infrastructure, it’s imperative to have situational knowledge about what’s going on...the good, the bad, everything. The DevOps movement has taught us that monitoring is a key component of adopting the best practices of highly efficient software delivery teams. These metrics are not only useful as context during incident management but also to analyze once an outage has been resolved.
Jeanne Morain, Business Technology Specialist; Andi Mann, Sageable; Brian Elkins, Beyond Office
DevOps is a key ingredient for success to meet the rapid fire changes of the Digital Revolution. Despite that fact - many projects start out with the right intentions but quickly fizzle and fade because of common implementation mistakes that impact the Business and IT alike. Join Guest Speakers - Andi Mann (formerly of CA/EMA) and Brian Elkins (VP Technology) along with host Jeanne Morain - for tips, tricks and strategies for avoiding or recovering from common DevOps implementation mistakes.
Kelly Deaver, Product Director; Adrienne Colbert, End User Services Advisory Consultant; Andrew Harsch, Global Director
In any endeavor, having clear line of sight of the road ahead is better than “driving blind.” The constant struggle in the IT service support and IT operations disciplines is how to move from fighting day to day fires, of repeating the same tasks over and over, to one where we become more strategic, less reactive, and have the ability to anticipate and avoid problems in the future.
Join us as we discuss how to better utilize the operational data that exists at the Service Desk to mature Incident and Problem management, to elevate our service levels by the use of end user experience monitoring and analytics, and to advance by taking advantage of new big data possibilities.
IT Service Management (ITSM) has focused on how to manage incidents quickly and effectively and generally speaking, we have become more operationally efficient in these areas, but what we did not foresee was the change in our users. They are comfortable searching for information online and communicating directly through social media – and they might be using tablets and mobile phones to do it. So how does your IT organization adjust especially if your ITSM technology stack is built for traditional communication?
Watch this webcast to learn the steps you can take to introduce new strategies and technology that will help you meet the needs of your modern users. See how these practical steps can help you to improve your customer satisfaction, adoption, and service management cost structure.
This session is approved for 1 priSM Continual Professional Development (CPD) credit.
Peter Hubbard, Principal ITSM Consultant, Pink Elephant EMEA
The business doesn’t understand how IT adds value to them!” is a common cry of IT departments the world over, but what is IT doing to make sure they clearly articulate the business value they deliver?
Join Peter Hubbard, Principal Consultant at Pink Elephant EMEA, as he discusses how to identify the right behaviours, the impact of the wrong measurements on those behaviours and finally how to ensure that the business recognises the hard work that IT puts in.
Max Ball and Mike Reinhart, Senior Product Marketing Managers, 8x8, Inc.
Traditional reporting tools, for voice and contact center services, offer data records and static reports from the past, rather than insights for building a better future. Find out how the cloud leverages Big Data to open new insights that empower you to measure the performance factors that drive results.
Richard Josey, Service Management Architect, Edge Service Management by Unisys & Toby Moore, ITSM Specialist & SITS15
Following on from their latest presentation on the behavioural trends of service management, Richard Josey and Toby Moore continue their exploration of the effective measurement of service metrics and human behaviours. The body of this presentation will focus on how you gain the level of insights you need in order to make balanced choices about your services KPIs and outcomes.
· Balancing your reliance on metrics and scorecards
· Service intelligence: Business insights and analytics for ITSM
· Decision making processes for service improvements. Inform, act and review
· Understanding UX for ITSM and what insights can be gained
· Using retrospective measuring to make proactive changes
· Spotting trends in customer behaviours and engagement
Metrics and KPIs: always confused, hard to create, hard to align, hard to keep current, hard to report against and rarely ever helpful to use as an improvement tool. Why is this? What if you could create a simple balanced scorecard, or KPI tree, with no more than 15 measures that would keep your staff happy, you business stakeholders happy and your customers happy?
Join Daniel Breston to learn how, in part 4 of his 6 part Lean ITSM series. He will be exploring some dynamic ways to use ITSM metrics in a lean manner.
IT service management forms the backbone of any forward looking IT infrastructure. Whether it’s the latest trends, techniques or strategies, the content in this channel will help you optimize your organization's IT operations.