Top Tips - Invest Wisely to Reap Measurable ITSM Rewards

ITSM is dependent on people in the organization to understand it and most people don’t get it. ITSM isn’t a choice it’s a requirement and businesses are losing sight of the core concept of what ITSM practices deliver.

Understanding Change, Release and Configuration is about providing clarity to help deepen one’s understanding of a major area in ITSM; Change, Release & Configuration Coordination. ITSM is a fundamental aspect in business and its requirements to develop a program that works, and it's sometimes it's more than the common ITSM frameworks can achieve.

ITSM isn’t a framework to implement, it’s a business function to effectively and efficiently deliver high-value service to customers. Technology is the vehicle to deliver this value, and people are the driving force to ensure the vehicle is controlled, managed, and maintained. Change, Release, and Configuration (CRC) are continuous tasks involved with service delivery.

In this webinar, Beverly talks about the effects of framework thinking and presents on the importance of understanding CRC in ITSM to produce a high performing service delivery organization.

Discover how Nutanix can enable you to accelerate the adoption of DevOps in your IT organization to improve service quality and user experience while reducing costs and accelerate results.

Key takeaways:

- DevOps tooling delivered through Nutanix Automation (Calm & CI/CD Pipeline)
- Service Management through Prism PRO
- Cost Management via Calm Showback
- Service Stability - improving code quality
- Value Acceleration - speed up time to market
- DevOps mentality - upskilling Infra Engineers to make Cloud Automation Engineers

By the end of this session, you will understand how to leverage Nutanix to drive more value in your IT Organization through DevOps.

About the speakers

Paul Harb oversees Technology Architecture for the Office of the CTO within Nutanix Customer Success. He is responsible for managing a global team of Enterprise Architects with three key goals: to develop robust architectural frameworks for nearly any solution on Nutanix / curate the voice of our largest customers to ensure they derive maximum value from our products and services / identify themes across multiple customers and drive continuous improvement through optimal prioritization of product enhancements.
Over the past four years he built Nutanix Professional Services from its nascent stages throughout Asia Pacific and the Americas. Prior to Nutanix, he worked at VCE building enterprise-grade cloud automation solutions, and he worked in Australia for ANZ Bank running a $100m IT transformation program.

Mayank Gupta leads the Product Marketing for the AIOps and DevOps for Nutanix. He has given numerous talks and spoken at industry events on Hyper Converged Infrastructure. Before joining Nutanix, he was working for the Datacenter group at Intel. He has over 15 years of experience in the Compute and Storage space. He holds an MBA from Berkeley-Haas and BS from IIT Bombay.

This webinar will cover the what and the why of measuring and monitoring in the technical support center. In addition to discussing some of the differences between a Service Desk and a Help Desk, we will cover:

- The Why of Metrics
- Industry Top Metrics – A Closer Look
- Myths of Measuring
- Back to Basics
- Consequences of Automation and Artificial Intelligence
- Monitoring: What and Why

Measuring and monitoring help us understand and improve our performance for the organization, but it’s important to be aware of some of the unintended effects of and overemphasis on metrics, and talk about why metrics should not be considered goals, but rather should be mileposts.

Who should attend: Directors and managers with responsibility for Service Desk or Help Desk operations

About the speaker

HDI's 2019 Lifetime Achievement Award honoree Roy Atkinson is one of the top influencers in the service and support industry. His blogs, presentations, research reports, white papers, keynotes, and webinars have gained him an international reputation. In his role as Group Principal Analyst, he acts as in-house subject matter expert for HDI and ICMI, bringing his years of experience to the community. He holds a master’s certificate in advanced management strategy from Tulane University’s Freeman School of Business, and he is a certified HDI Support Center Manager. Follow him on Twitter @RoyAtkinson.

Our industry is experiencing massive change in the shape of the 4th Industrial Revolution. With it come the challenges of new business and engagement models, the exploitation of technology for competitive gain and the ongoing pressure of speed to market. The question is, are service management practices sufficient to support digital enabled businesses?

In this session,Simon and Michelle will explore the role of some of the latest best and enabling practices particularly ITIL 4, DevOps, Agile, SIAM and VeriSM. They will consider the future of service management, and the promises made by the emerging practices within our industry and consider their ability to support this digitised and frenetic environment.

More than 40% of Enterprise customers are “very dissatisfied” with their service’s availability. Thirty-nine percent of outages take up to 12 hours to resolve. Just one hour of downtime for an average-sized enterprise costs $540,000. That same Enterprise experiences, on average, 87 hours of downtime per year, costing $46 million annually. Customers are done with this. They want 0% unplanned service downtime. In this talk, we will start from quantifying the combinatorial complexity of predicting service degradation and/or outages and introduce a fully automated, empirical-driven ML/AI pipeline to discover low-frequency signals leading to future major service problems.

Key Takeaways:

Concrete examples of how the networking industry is leveraging the latest techniques in ML/AI and workflow automation

Advanced de-noising and automated annotation techniques to discover low-frequency signals embedded in a massive amount of input data

The importance of empirical data analysis as a precursor to designing the ML algorithm pipeline

Have you ever thought about an AI-driven service desk solution that can provide conversational workflow automation to deliver self-service and exceptional experience through an IT Cloud? Wait no more.

In this webinar, Muddu Sudhakar will showcase how cloud-native Conversational RPA is driving end-to-end automation for ITSM and operations within the enterprise to improve the service experience for all users while cutting costs up to 90%. Sudhakar tells all, as he shares the anatomy of conversational intelligence and Experience as a Service (XaaS). He’ll share how these transformational AI solutions are changing the way enterprises deliver improved collaborative employee and customer experiences while achieving business growth.

How does ITIL 4 contribute to the digital enterprise?
What is a digital enterprise, for that matter, and which digital capabilities are required?
How does the digital operating model contribute to transforming the enterprise?
What’s the importance of planned and emergent continual improvement in keeping up with dynamic digital demand?
How is the role of management changing?
Which resources and practices do ITSM practitioners have at their disposal to co-create value from digital investments?

This talk will explore these questions and more.

Where does ITSM fit in the Digital Transformation landscape? And does it need to evolve to ensure businesses can deliver what their customers expect in 2020?

Join this panel of ITSM experts as they debate and discuss:

- How ITSM can help meet and implement the back-office improvement needs of digital transformation
- How ITSM can fuel Digital Transformation by educating enterprises on the ‘people’ aspect of strategies
- What tools are paramount to delivering best-in-class, future-proof DX strategies
- How to ensure your service management strategy keeps pace as technologies advance

Panelists:
Stephen Mann, Principal Analyst and Content Director, ITSM.tools
Matt Klassen, Vice President, Product Marketing, Cherwell
Muddu Sudhakar, CEO, Aisera

Is 2020 the year that organizations realize that ITSM is about the business and not about IT? In this webinar, Doug Tedder discusses four hot business trends that will significantly impact how IT thinks about service management.

2019 has seen much of the ITSM industry focus on automation and its impact. From self-service, to AIOps and problem and incident management, the influence of automation has been far-reaching.

Join this panel to hear ITSM experts take a look back at where automation has taken us, and look forward to where it’ll lead us next.

Speakers:
Wai Wong, CEO, Serviceaide
Pierre-André Aeschlimann - Solution / Sales Strategist & Evangelist, Cherwell Software
Moderated by Harriet Jamieson, Global Content Manager, BrightTALK

Join a stellar line-up of ITSM experts as they predict what will impact ITSM in 2020.

Most IT organizations are currently working on transforming their existing IT delivery processes, with increasing use of Agile development methods (such as SCRUM), Continuous Delivery and DevOps. As a result of this transformation, traditional ITIL service management processes are being challenged for their relevance. ITIL processes are considered to be bureaucratic, slow and not relevant for the new digital ecosystem consisting. ITIL v3 also have some significant gaps as it didn’t cover the actual design and development of IT services (or products).

But now in the beginning of 2019, Axelos introduced ITIL 4.

Does this new version fill in these gaps?
How to combine ITIL and DevOps?
Does the digital enterprise still need ITIL 4?
Or will your DevOps journey fail without a solid service management practice?

This presentation will show how DevOps and ITIL should be combined in order to optimally manage the new digital ecosystem while at the same time being able to meet the increasingly stringent requirements imposed on IT service delivery.

As a term, Dev/Ops isn’t a new concept. The struggle to make development and infrastructure operations. Join this webcast to understand the interdependencies with each other has been a main issue for decades.

In this webinar practical strategies are explored to implement or improve Dev/Ops practices.

Traditional ITSM practices such as ITIL are being challenged by DevOps teams. Does a DevOps team still need an ITSM system? Can we not just use one single backlog to manage all our work including incidents and requests? Do we still need a CAB for change approvals? Is the traditional CMDB suitable for the dynamic cloud environment?

Join this webinar to learn all about how ITSM needs be transformed to leverage the DevOps way of working.

This is not going to be a normal BrightTalk event of sharing slides but instead an open conversation with Daniel Blander, well-known author of technology security practices and how to best blend them into DevOps, ITSM or general organisational practices. Daniel and I will spend 15-20 minutes discussing some basics, but we are looking for your questions on how to use security to help your staff, processes, suppliers and customers benefit from a safer technology product and services provider.

Daniel Blander leads the Security Portfolio for Virtual Clarity. He is a highly experienced and recognized expert in the fields of information security, risk management, compliance, operations, and organizational change. He has over 20 years of global experience as CTO, CSO, as well as an advisor to Fortune 100 and startups alike in the fields of Banking, Healthcare, Retail, Technology, Airline, Hospitality, Government, and Entertainment. His work resulted in his nomination in 2008 as Information Security of the Year for the West by the Executive Alliance and is a frequent lecturer at security conferences around the world. Daniel has also been recognised for his contributions to DevOps and the publications many view as the main books of knowledge such as The DevOps Handbook.

This session will be facilitated by Daniel Breston, a long-time technology professional in Banking and Utilities. Constantly involved in service management practices and events, Daniel has learned how to blend lean and agile to help leaders and teams make the best use of technology to serve their customers. Now Daniel is using this knowledge to look at cloud and other virtualisation practices to create the paradigm of technology and people.

Ever thought about an AI-driven service desk solution that can provide conversational workflow automation to deliver self-service and exceptional experience through an IT Cloud? Wait no more.

In this webinar, Muddu Sudhakar will showcase how cloud-native Conversational RPA is driving end-to-end automation for ITSM and operations within the enterprise to improve the service experience for all users while cutting costs up to 90%. Sudhakar tells all, as he shares the anatomy of conversational intelligence and Experience as a Service (XaaS). He’ll share how these transformational AI solutions are changing the way enterprises deliver improved collaborative employee and customer experiences while achieving business growth.

2019 has seen much of the ITSM industry focus on automation and its impact. From self-service, to AIOps and problem and incident management, the influence of automation has been far-reaching.

Join this panel to hear ITSM experts take a look back at where automation has taken us, and look forward to where it’ll lead us next.

Speakers:
Wai Wong, CEO, Serviceaide
Pierre-André Aeschlimann - Solution / Sales Strategist & Evangelist, Cherwell Software
Moderated by Harriet Jamieson, Global Content Manager, BrightTALK

Is 2020 the year that organizations realize that ITSM is about the business and not about IT? In this webinar, Doug Tedder discusses four hot business trends that will significantly impact how IT thinks about service management.

At AXELOS we are passionate about co-creation of value: developing our products & services to truly meet the needs of end users, and bring value to both parties. That means collaboration; early testing; iterative development; listening to your stories… ITIL 4 is no exception. Find out about all the goodies in ITIL 4; what went on behind (and in front of!) the scenes during development, and how we are continuing to keep our Guiding Principles at the heart of what we do.

I’ll talk about how the components of ITIL 4 address common challenges and opportunities at the heart of organisations, and how it leverages agile and lean concepts to deliver added value. I’ll give some insight on the reception from the market so far, and how YOU can help with further developments.

About the speaker:
Margo Leach is Chief Product Officer at AXELOS, and responsible for leading an amazing team of subject experts, market experts and development experts, to ensure our portfolios continue to deliver value to our customers and end users, and resonate in the market. Our purpose as an organisation is to help individuals and organisations achieve better outcomes, through the tailoring and application of best practice.

Margo first fell in love with ITIL when she didn’t even know it was called that… back when she was developing and launching digital products and was very happy there were people reminding her she needed to think about ongoing service… and also make sure she didn’t break stuff.