Raise the Bar on Service Quality: KPIs that Drive Value

Service desks are closer to the customers than we can ever imagine. With self-service adoption on the rise and Service desks making it easy for their users to reach them, why do we still hear IT agents complaining users don’t raise tickets? Can we get the Service desk closer to the customers? What if the Service desk lives where the customers are already there?

This talk explores the possibility of approaching Service management with a selfless mindset focusing primarily on self-service and customers logging tickets with the service desk. A selfless approach takes a lot of effort but not without its benefits.

About Sanjeev NC;

Sanjeev is a Solution Architect helping Enterprise customers with their ITSM tool implementation. He’s an ITSM enthusiast with consulting, blogging & speaking experience and enjoys delivering content creatively through memes, comics and puns. He is currently on a mission to ensure every customer support interaction yields the best possible experience.

Static application security testing (SAST) is the process of examining source code for security defects. SAST is one of many checks in an application security assurance program designed to identify and mitigate security vulnerabilities early in the DevOps process. Integrating SAST tools into DevOps processes is critical to building a sustainable program. And automating these tools is also an important part of adoption, as it drives efficiency, consistency, and early detection.

If you have questions like these, and you’re concerned about integrating SAST tooling into your DevOps process, this session will offer actionable advice to automate security testing that supports DevOps velocity.

But DevOps practitioners looking to integrate SAST tools into the DevOps pipeline often have questions:

How do I manage false positives?
How do I triage the results?
What happens to new issues identified?
How can I use a tool in my DevOps pipeline?

The title is a cynical reference to the hype around Digital Transformation and DevOps. There’s a lot of confusion and you may be wondering what the terms actually mean and what the relationship is between the two. If we look closer, we’ll see that DevOps has much to support Digital Transformation, but that it’s only one of the pieces in the Digital Transformation jigsaw puzzle.

Mark Smalley, Global Ambassador DASA

Businesses are being forced to move at a higher speed than ever before, but the challenges are coming thick and fast - namely facing new competition, cost pressures, skills gaps, monitoring and metrics, and understanding and adhering to evolving standards for innovation, quality and reliability. These challenges make Digital Transformation a tricky game to win.

In this session, our panel of experts will discuss how DevOps can make digital transformation easier and help you;

* Deliver business value
* Boost bottom lines
* Give the best customer experience

Join the discussion on and level-up your DevOps game!

Panellists;
Rob Akershoek, Solution Architect, Shell
Prakash Vyas, ITOA Specialist EMEA, Splunk
James Finister, Global ITSM Strategist, Tata Consultancy Services
Dimitri van den Broek, EVP, Strategic Alliances & Co-Founder, ITpreneurs

Moderated by Barclay Rae, ITSMf Board Member and Director, Essential SM

With all this sexy Digital Transformation, Agile and DevOps stuff going on, good old IT Service Management is in a bit of a rut. Somewhere far from the business in the bureaucratic basement, still waging (un)civil IT wars with their archenemies, the evil developers. The IT Paradigmologist explores three escape routes: enterprise-oriented service management, broader but technology-centric IT management, and user-oriented information management. Or staying put and going digital?

In this era of increasing digital transformation, ITSM needs to adopt a solid, modernized approach to ensure customer satisfaction, information security and operational excellence. ITSM practitioners must embrace new and innovative capabilities, practices and technologies so as to enable better customer service, flexible deployments and robust data protection. These include artificial intelligence, machine learning and process automation. In this panel, moderated by leading ITSM consultant Doug Tedder, our team of experts from Serviceaide, Cognizant, UBM and Virtual Clarity will discuss the journey ITSM is embarking on to ‘see the bigger picture’ in an increasingly digital world.


Our panelists include:

Rich Graves, Director of Product Management, Serviceaide

Daniel Blander, IT Security Consultant, Virtual Clarity

Anne Morello, Director of Software Engineering, Cognizant

Roy Atkinson, Senior Analyst, UBM

The purpose of this webinar is to explore how customer service organisations and external advisors, where applicable, can adopt a structured approach to the mapping and visual analysis of existing service and sourcing environments. A key step before speculating on the potential benefits of any service transformation journey.

As organisations increasingly look towards SIAM as a solution to multi-service vendor integration, SYAMIC introduces a method to help organisations understand the complexity of their current state. Armed with a complete Service Landscape and an assessment of existing capabilities, customers are able to move forward with confidence to develop strategies to deliver a successful SIAM implementation.

It is essential that organisations must, at all costs, resist the temptation to over simplify their understanding of the “as-is” state in the belief that a new SIAM implementation will overcome all of their existing challenges. There are some things which simply cannot be ignored.

Therefore, within this webinar we will explore a simple three level framework which provides structure, a common language for customers, advisors and suppliers alike and drives true collaboration across the ecosystem.

The key focus area of every single organisation is to provide best-in-class customer experience, which in 2018 is delivered using technology. To remain competitive in the market, every organisation transforming digitally needs to deliver innovation. It's a fact that the world that consumers and companies operate in is changing in order to make sense of a fast-changing context.

However, Digital Transformation is also a mindset.

A faster time to market, the speed of implementation, quality, service availability and lower cost of ownership are the critical elements of Digital Transformation. In an ideal world, Digital Transformation is the thumb rule followed by each company - whether they are small or large, IT or non-IT, start-up, experienced or legacy companies

Yet, there are industries that are still using their traditional waterfall practices. Old ways of working, system complexity and pressure to survive in this new era create absolute chaos in their world. It's like an IT disease which can be cure by management practices like DevOps and Agile.

These management practices require some time to mature and not overnight successes. They require a change of culture, technologies and ways of working. In the meantime, there is a need for pain relief so that the transformation journey can start.

Enter Test Environment Management - the pain relief that alleviates the symptoms.
This webinar will provide a glimpse into this and how to add value to an organisation’s Digital Transformation journey.

Join Dolf van der Haven, Information Security and Quality Manager, at Verizon Enterprise Solutions This webcast as he gives an overview of the three main movements in service management that will have an impact in 2019.

This webinar will cover the new edition of ISO/IEC 20000-1, VeriSM and the new ITIL 4, and will show the merits of each movement, comparing them and demonstrating that whilst not mutually exclusive, each has their own specific merits.

ITIL helps you maximize the potential of your digital services and ensures you keep ahead of business demand by giving you a framework of how to adapt your processes, organisation and culture.

In this session, learn from industry leader John F McDermott of HPE how ITIL can keep you agile, adaptive, and responsive - ensuring you create value and are a pioneering and enabling facilitator of IT and its associated services.

As Stephen Covey said “There are three constants in life... change, choice and principles”

Recent years have seen an explosion of different service management practices, leaving organizations confused about the best way forward. What is the best approach for building a service management model?

Michelle Major-Goldsmith and Simon Dorst will discuss the basic background, benefits and pitfalls of common ITSM practices like ITIL, SIAM, Agile and VeriSM. Focus will be on a clear distinction of what each of these practices brings to an organisation and provide some advice on both where to start defining a service management model and how to consider integrating the latest best and enabling practices as they evolve.

You want to benefit from cloud. You want to benefit from Agile, ITSM and DevOps. You want to save money. You create a programme and move your services and applications to some cloudy world. Whether it is hybrid or all someone else’s have you considered the impacted on your overall processes, all of your internal staff, your customers, regulators and suppliers?

We find that many consider some of these but few look at the entire spectrum. Cloud is a great thing, especially when viewed from the lens of integrating your service with great management (SIAM). Please join Steve Morgan, Director SynaidIT and SIAM-ITSM coach & mentor, and Daniel Breston, Principal Consultant Virtual Clarity & DevOps ITSM blender, as we discuss (argue) the good, bad, great of SIAM in the Cloudy world.

IT service management (ITSM) is evolving rapidly as more and more enterprises pursue digital transformation. At the same time, cyber security threats are growing in number, sophistication, and impact on the operations, revenues, and reputations of victimized companies. Meanwhile, at too many companies, service and security management are still operating in separate silos, with cooperation happening only after a threat becomes a successful breach.

How best to move to a structure in which service and security management are integrated, proactive enablers and accelerators of your business?

At many companies, this is one of the goals driving an increased focus on security operations, or SecOps. But there are technological, cultural, and organizational challenges to your efforts to bring IT service management and security management closer together.

Join Industry experts Michael Dortch, Mike Bombard and Taylor Lehmann for a stimulating and informative discussion of these challenges and how companies are addressing them successfully. You’ll learn things you can do now to improve both service and security management at your company.

This webinar is brought to you by the Vivit Software Lifecycle Integration Special Interest Group (SIG).

Anyone who has ever attempted to enforce alignment across many domains/projects/teams in order to allow for global reporting will be well aware of its drawbacks and problems.

The list of issues includes:

•Changing processes and tools
•Having to retrain a large number of people
•Delays and disruption
•Resistance from the users and leads who are busy trying to get on with their day-to-day work

In this webinar, we will explore another way of achieving global reporting across different domains by well thought through synchronization.

•Real time reporting with virtually no lead-times
•Teams can keep their own customizations, definitions and processes with no need for change
•No input and hence no time required from team leads/end users
•No disruption, no delays
•No expensive re-training, restructuring, systems changes