Deciphering Service Management
Deciphering Service Management
Recorded
Jun 11 2009
34 mins
Your place is confirmed,
we'll send you email reminders
we'll send you email reminders
Presented by
Ian Clayton; Consultant at Service Management 101
Ian Clayton; Consultant at Service Management 101
Presentation preview:
Network with like-minded attendees
-
![[[ session.user.profile.displayName ]]](data:image/gif;base64,R0lGODlhAQABAIAAAP7//wAAACH5BAAAAAAALAAAAAABAAEAAAICRAEAOw==)
- [[ session.user.profile.displayName ]]
- [[ session.user.profile.jobTitle ]]
- [[ session.user.profile.companyName ]]
- [[ userProfileTemplateHelper.getLocation(session.user.profile) ]]
-
- [[ card.displayName ]]
- [[ card.jobTitle ]]
- [[ card.companyName ]]
- [[ userProfileTemplateHelper.getLocation(card) ]]
- Channel
- Channel profile
-
Crafting and Implementing a DevOps Strategy that Works Nov 7 2019 6:00 pm UTC 45 mins
Panel of expertsUnderstanding why a continous delivery model will work for you and transitioning to it are two very different things. From working out which technology needs to be seamlessly integrated, and how to automate the application lifecycle, adopting a DevOps mindset and implementing its delivery can be confusing, stressful and overwhelming.
Join this webinar, live and on demand, to hear DevOps experts discuss how to build a DevOps strategy that makes technical and business sense without the noise and chaos. -
DevOps + ITSM : A Merge Request Nov 7 2019 1:00 pm UTC 60 mins
Rob Akershoek, IT Management Architect, Fruition Partners, a DXC Technology CompanyTraditional 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? Learn all about how ITSM needs be transformed to leverage the DevOps way of working. -
Conversational RPA Drives Exceptional Experience Nov 6 2019 10:00 pm UTC 60 mins
Muddu Sudhakar, CEO & Investor, AiseraEver 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. -
[Panel] Automation in ITSM: Where Are We? Nov 6 2019 4:00 pm UTC 45 mins
Panel of experts2019 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. -
Inside ITIL® 4 – the Digital Perspective Nov 5 2019 9:00 am UTC 45 mins
Mark Smalley, the IT ParadigmologistHow 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. -
CCS [Ep.6]: Next-Generation Cybersecurity - Policy Process and Organization Oct 31 2019 3:00 pm UTC 60 mins
Johna Till Johnson, CEO and Founder, Nemertes ResearchCloud and Cybersecurity Series [Ep.6]: Next-Generation Cybersecurity: Policy Process and Organization
Resources are finite. So deploying them wisely is what differentiates successful cybersecurity organizations from those that are less successful. Find out how these successful cybersecurity organizations are structured, what policies they have in place, and what strategies they do—and don’t—follow to protect their enterprise organizations. -
CCS [Ep.5]: Application Security Meets Multicloud Oct 23 2019 5:00 pm UTC 60 mins
John Burke, CIO and Principal Research Analyst, Nemertes ResearchCloud and Cybersecurity Series [Ep.5]: Application Security Meets Multicloud
Enterprises are developing and buying applications to run everywhere: across multiple clouds, multiple data centers, desktops, mobile devices, and IoT devices. In a multicloud environment, IT needs to take a multipronged approach to securing applications.
We'll how organizations approach securing their applications for the multicloud, ranging from changes in the development process to the embrace of security technologies including IAMaaS, microservice authentication, and enterprise secure cloud access and policy enforcement (ESCAPE).
This webinar presents data from Nemertes' in-depth research study of 335 organizations in 11 countries across a range of vertical industries. -
ICE [Ep.6]: Setting Budgets, Finding Stakeholders for AI-Enabled DCX Projects Oct 22 2019 3:00 pm UTC 60 mins
Robin Gareiss, President and Founder, Nemertes ResearchIntelligent Customer Engagement Series [Ep.6]: Setting Budgets, Finding Stakeholders for AI-Enabled DCX Projects
As IT and business leaders evaluate their how to use AI to improve customer experience, one of the biggest roadblocks is funding.
This webinar provides step-by-step guidance on finding stakeholders to fund the projects, with specific data on how much companies are spending today on their AI-enabled initiatives. -
ICE [Ep.5]: CX Success Stories Require Technology, Leadership, Data Recorded: Oct 9 2019 59 mins
Robin Gareiss, President and Founder, Nemertes ResearchIntelligent Customer Engagement Series [Ep.5]: CX Success Stories Require Technology, Leadership, Data
A great story requires more than a compelling narrative. Marketing teams can significantly elevate their success with the right combination of leadership, technology, and data derived from well-planned customer interviews.
Crafting that perfect story requires an expanded mindset about what comprises “marketing.”
In this webinar, join Nemertes Research President Robin Gareiss, who recently completed detailed research with 518 companies on how they use advanced technologies and reshape their organizational structure to improve customer experience. Based on this research and her experience as a journalist, marketing content developer, and CX advisor, she will cover:
1. Organizational overhaul: Why a Chief Customer Officer is vital, and how the CMO and CCO work together for joint success.
2. Technology leverage: What are the key technologies and contact-center initiatives that result in measurable CX success—ultimately delivering crucial data to marketing teams that support their success stories?
3. The perfect story: How to conduct interviews that get real-world data to support your mission. -
CCS [Ep.4]: Next-Generation Cybersecurity - Technology Foundations Recorded: Oct 1 2019 53 mins
Johna Till Johnson, CEO and Founder, Nemertes ResearchCloud and Cybersecurity Series [Ep.4] Next-Generation Cybersecurity - Technology Foundations
The bad news? Threats evolve. Bad actors continue to improve their games.
The good news? Cybersecurity technology is also evolving and improving. This webinar drills down into the emerging technologies that successful cybersecurity organizations are deploying to protect their firms. Find out what works, what's a waste of resources--and how to deploy the technologies that work. -
ICE [Ep.4]: Analytics' Role in Improving DCX Recorded: Sep 26 2019 45 mins
Robin Gareiss, President and Founder, Nemertes ResearchIntelligent Customer Engagement Series [Ep.4]: Analytics' Role in Improving DCX
Information is king, and without both real-time and historical data, it's nearly impossible to deliver the experience customers are expecting.
Analytics tools are providing incredible insight to companies about customer sentiment, agent performance, and predictive actions.
In this webinar, learn how successful organizations are using analytics to drive more revenue, reduce costs, and improve the customer experience. -
CCS [Ep. 3]: Succeeding in the Multicloud Recorded: Sep 24 2019 39 mins
John Burke, CIO and Principal Research Analyst, Nemertes ResearchCloud and Cybersecurity Series [Ep.3]: Succeeding in the Multicloud
With most IT work being done in the cloud, what does it mean to be successful and what are the characteristics of highly successful cloud enterprises?
We'll dig into the what it means to be successful in the cloud and what successful organizations do more of (and less of) than their less successful peers. We'll look across technologies adopted, organizational and operational practices, and vendors embraced.
This webinar presents the highlights of Nemertes' in-depth research study of 335 organizations in 11 countries across a range of vertical industries. Later episodes will discuss security topics as well as focusing in on application development and security. -
CCS [Ep.2]: Mastering Multicloud - Architectures, Organizations, Building Blocks Recorded: Sep 12 2019 57 mins
John Burke, CIO and Principal Research Analyst, Nemertes ResearchCloud and Cybersecurity Series [Ep. 2]: Mastering Multicloud - Architectures, Organizations, Building Blocks
In 2019 the balance tipped, and for the first time the majority of enterprise IT workloads are running in the cloud, not in a data center.
Enterprise IT staff need to stop thinking of cloud solutions as islands of function and special cases and begin to think of pulling it all together into a cohesive multicloud. We'll lay out the major categories of tools and systems and how they fit together, and at the organizational structures and operational practices needed to support multicloud operations.
This webinar presents the highlights of Nemertes' in-depth research study of 335 organizations in 11 countries across a range of vertical industries. Later episodes will discuss cloud organizations and operational practices, and success metrics and best practices for cloud organizations. -
ICE [Ep 3]: The Agent Experience - From Good to Great Recorded: Sep 10 2019 51 mins
Robin Gareiss, President and Founder, Nemertes ResearchIntelligent Customer Engagement Series [Ep 3]: The Agent Experience - From Good to Great
Although organizations are busy adding self-service channels, and AI-enabled chatbots or virtual agents to their customer engagement strategies, there is no replacement for the human touch.
Successful companies are transforming the agent experience, delivering better coaching, more analytics, and improved compensation packages.
Learn how you can leverage AI and analytics to reduce contact center agent turnover rates--and ultimately improve the customer experience. -
CCS[Ep1]: Next-Generation Cybersecurity - Success Metrics, Best Practices & More Recorded: Sep 5 2019 59 mins
Johna Till Johnson, CEO & Founder, Nemertes ResearchCloud & Cybersecurity Series [Ep.1]: Success Metrics, Best Practices & More
What does it take for enterprise cybersecurity teams to "up their games" to the next level of cybersecurity? What does it mean to be a "successful" cybersecurity organization, and what technologies and practices does it take to become one?
This webinar presents the highlights of Nemertes' in-depth research study of 335 organizations in 11 countries across a range of vertical industries.
We separated the best from the rest, and took an in-depth look into what made the most successful organizations that way. Participants will come away with best practices, tools, technologies, and organizational structures that contribute to success. Most importantly, they'll learn how to measure cybersecurity success--and their progress towards it. -
ICE [Ep.2]: Top 5 'Must-Haves' for Your Next-Generation Contact Center Recorded: Aug 29 2019 48 mins
Robin Gareiss, President & Founder, Nemertes ResearchIntelligent Customer Engagement Series [Ep.2]: Top 5 'Must-Haves' for Your Next-Generation Contact Center
Contact centers are changing--drastically and swiftly. If you're not keeping pace--or exceeding it--you'll be at a competitive disadvantage.
Learn what successful companies are doing with areas such as agent experience, interaction channels, and emerging technologies.
Based on Nemertes' brand new, detailed, Customer Experience research study with 518 organizations, this webinar will explain the five crucial items that must be on your priority list to ensure your contact center is positioned to deliver successful customer experiences. -
[Panel] The New Era of Proactive Problem & Incident Management in the Enterprise Recorded: Aug 22 2019 58 mins
Elisabeth Thomas, Mohan Kompella, Christoph Goldenstern, Beverly Weed-SchertzerAs AI-enabled tools continue to make a mark on IT operations, the face of proactive problem and incident management in the enterprise is starting to change.
From making IT staff roles’ easier to encouraging self-service, there is a broad range of AI-powered solutions on offer. Join leading ITSM experts as they debate the complexities, functionalities, benefits and considerations of next-generation cloud and hybrid problem and incident management tools.
Moderator: Elisabeth Thomas, Launch Product Marketing
Panellists: Christoph Goldenstern - VP, Kepner Tregoe; Mohan Kompella - VP, BigPanda and Beverly Weed-Shertzer - ITSM Author -
[Ep.1]: AI Drives Measurable Success in Customer Engagement Recorded: Aug 21 2019 60 mins
Robin Gareiss, President & Founder, Nemertes ResearchIntelligent Customer Engagement Series [Ep.1] AI Drives Measurable Success in Customer Engagement
Nearly 50% more companies are using or planning to use AI in their customer engagement initiatives.
Nemertes recently studied how 518 companies are using AI and analytics to improve their customer experiences. This webinar details:
• how these companies use AI
• what measurable improvements resulted. -
Cloud Burst your Application Performance Testing Needs Recorded: Aug 14 2019 60 mins
Robert Linton, Russ InmanThis webinar is brought to you by the Vivit US Government Solutions Special Interest Group.
Objective: Learn how to leverage the Cloud for realistic Performance Testing.
Cloud Burst, a Micro Focus performance testing solution, is the only product on the market today that can automatically support your scalable performance testing needs in the Government FedRAMP Cloud environments.
See how your testing can be hosted in a Private Secure Gov Cloud environment to automatically execute performance or stress test completely within the Gov Cloud environments, or from various cloud regions around the world, simulating real user’s experience during the performance test.
Watch the live demo running in the FedRAMP Gov Cloud regions to see how easy, quickly and affordably you can plan, design and execute your application performance testing requirements.
This offering with flexible pricing, allows clients to leverage their investment in the Micro Focus ADM software solutions, increasing their ROI, while reducing risk and adding value to their organization’s internal and external users. -
Previewing the Storage Developer Conference EMEA in 2020 Recorded: Aug 13 2019 29 mins
Alex McDonald, Vice-Chair SNIA EMEA, and Office of the CTO, NetApp; Paul Talbut, General Manager, SNIA EMEAThe SNIA EMEA Storage Developer Conference (SDC) will return to Tel Aviv in early February 2020.
SDC EMEA is organised by SNIA, the non-profit industry association responsible for data storage standards and education, and the conference is designed to provide an open and independent platform for technical education and knowledge sharing amongst the local storage development community.
SDC is built by developers – for developers.
This session will offer a preview of what is planned for the 2020 agenda ahead of the call for presentations and will also give potential sponsors the information they need to be able to budget for their participation in the event. If you have attended previously as a delegate, this is a great opportunity to learn more about how you can raise your profile as a speaker or get your company involved as a sponsor. There will be time allocated during the webcast to ask questions about the options available. Companies who have significant storage development teams will learn why this conference is valuable to the local technical community and why they should be directly engaged.
The backbone of your IT infrastructure
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.
![[[ webcast.title ]]](/resources/images/diamond-100x75.jpg?v=443dee57a2047ba43ac14d98196ffa02903416e1)
Successfully added emails: 0
Remove all
- Title: Deciphering Service Management
- Live at: Jun 11 2009 10:00 pm
- Presented by: Ian Clayton; Consultant at Service Management 101
- From:
