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Cloud: The Next Generation Service Delivery

Join an expert of panelists to hear about the journey from virtualization to the cloud. They will also discuss the future of cloud and how this might look in 5 years time.
Recorded Sep 21 2011 61 mins
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Expert panel session - Moderator: Ian Osborne, Project Director, Intellect
Presentation preview: Cloud: The Next Generation Service Delivery

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  • Why Digital Transformation Matters for Improved Employee Experience Dec 7 2021 6:00 pm UTC 60 mins
    Muddu Sudhakar, CEO, Aisera
    Among the many factors that continue to drive change in today’s ever-evolving business landscape, two stand out: digital transformation and COVID-19. With COVID-19, IT organizations and service management teams are shifting priorities. The challenges with supporting remote workforces suddenly changed, resulting in new mandatory requirements for an agile, flexible, yet resilient approach to delivering better employee experiences while trying to maintain business growth.

    Digital interactions are the new norm, where large populations of remote workers require support services by IT services. The best modern support experiences leverage AI and hyperautomation to give employees a personalized and frictionless experience across all channels. Scaling service experience with self-help AI-driven resolutions and end-to-end automation to augment business tasks, actions, and workflows are the key to accelerating business transformation.
  • Accelerating Service Management Automation via Next Gen AI-Assisted Operations Aug 13 2021 9:00 pm UTC 60 mins
    Raymond Catane, Director, Solution Sales - Cloud & ICT Infrastructure at Global Telecom & Jared Reimer, President at Cascadeo
    Globe Telecom has been a leader in enterprise digital transformation since 2014, realizing clear benefits in the area of adaptive infrastructure to drive business agility at scale. This webinar will talk how Globe and Cascadeo works with its customers to achieve similar success, and how AI-Assisted operations leads to reduced human operational workload, downtime, tooling, and expense. This is achieved through our AIOps solution, cascadeo.io , an IT service intelligence platform, with data analytics at its core, covering all major public cloud platforms.
  • Speed up service automation....by first slowing down! Aug 13 2021 12:00 pm UTC 60 mins
    Doug Tedder, Principal at Doug Tedder Consulting
    For many organizations, technology is providing the primary interface between the organization and its customers. For these progressive organizations, human-to-human interactions, while still important, are becoming a secondary means for customers to engage and interact. And with the customer experience (CX) becoming as important to consumers as delivering value, many organizations are turning to service automation as a means to enable an outstanding CX.
    Is your organization ready to take advantage of service automation? In the face of increasing pressure to adopt technology, organizations can ill-afford to rush to implementing service automation that results in poor CX, investments that don’t pay off, and increased pressure on employees to fill technology gaps.

    Just as with building a house, effective service automation begins by first slowing down and buiding a solid foundation. Join Doug Tedder for a pragmatic look at how to speed up service automation – by first slowing down.
  • From Infrastructure as Code (IaC) to Environment as Code (EaC) Aug 10 2021 9:00 pm UTC 60 mins
    Adarsh Shah, Founder & CEO at CompuZest
    Implementing and maintaining Infrastructure as Code (IaC) to automate the provisioning of Environments, becomes challenging as you scale. IaC is good at provisioning individual resources (or a few of them together) but engineering teams want an entire environment with various components like networking, platform (ec2/eks), database, s3 buckets, etc. to deploy and operate their applications.

    To provision and tear down an entire environment, these teams have two options. They can either hand roll pipelines to manage individual resources and then manage complex dependencies between these resources within those pipelines or create a monolith IaC for the entire environment. These approaches are inefficient and slow down feature development and innovation. What if there were a better way?

    In this presentation, we will introduce Environment as Code that enables teams to provision & teardown entire Environments in an efficient way and promotes best practices like loosely coupled infrastructure resources.

    Key Takeaways:
    ● Challenges implementing & maintaining Infrastructure as Code
    ● What is Environment as Code?
    ● How Environment as Code can help resolve those challenges?
  • AISM for IT and DevOps Aug 10 2021 5:00 pm UTC 60 mins
    Muddu Sudhakar, CEO, Aisera
    The agility, iterative approach, and reactive nature of DevOps took the place of the endless preparatory and super conservative planning for even the smallest change typically common in older IT environments. However, the extremely dynamic nature of modern application stacks and deployments has created a new set of problems.

    In this session you will learn:
    - Limitations of DevOps for modern systems from the lack of visibility in elastic infrastructures to the difficulty in finding the root cause of service disruption
    - Capabilities of Artificial Intelligence to uncover new patterns in operations undetected by traditional tools
    - The value of AIOps to identify the root cause and deliver actionable automation for modern applications
  • Optimized IT Service Management in 2021 Aug 10 2021 3:00 pm UTC 60 mins
    Panelists To Be Confirmed
    2020 asked businesses, organizations and IT teams to step up and be streamlined, agile and adaptable. It also asked ITSM leaders to be proactive and not only keep businesses functioning as usual, but - in an increasingly competitive environment - help take companies to the next level.

    In August 2021, it’s time to look at the longer term benefits the events of the last year have forced upon ITSM teams and how, despite its challenges, the pandemic has seen ITSM leaders optimize their services and continue to prove their value to the business.

    Join BrightTALK and ITSM leaders live or on demand as they discuss:

    What automation capabilities have been extended and the results they’re producing

    How businesses are implementing proactive IT and the impact its having

    The current state of Knowledge Management and what the future holds for the discipline

    How an outcome driven approach to ITSM strategies has lead to increased employee happiness and greater customer satisfaction

    And more!
  • Being IN on Innovation - An art, a science, a mindset! Aug 10 2021 10:00 am UTC 60 mins
    Simone Jo Moore, Humanising IT, Mixologist at SJM
    “We need to be, and remain, fluid in the way we approach change beyond digital transformation!”

    So many understand and experience innovation differently. Creating something new often means living on the outside edge. However, it’s often when you’re on the ‘IN’side that your curiosity and detective work opens up depths to new paths you didn’t know existed. Mostly, we only skim the surface of innovation’s potential. Do you want to ‘dunk’ under the surface or submerse yourself?

    Let’s briefly explore the thinking, context and abilities that develop from being IN on Innovation and the maturing relationships between frameworks and their impact on humanising IT.
  • DevOps the ITSM Swiss Knife Aug 10 2021 8:00 am UTC 60 mins
    Samer Akkoub, Senior Solutions Architect at GitLab
    For IT experts who experienced ITSM it is a fact that running a healthy, controlled and agile ITSM is not a trivial task as it requires building a smart command and control engine along with automated execution arms that can reflect required ITSM changes and remediations to achieve the business continuously increasing SLA's.

    In this session we will see how DevOps and GitOps can be the ITSM experts swiss knife to monitor, analyze and act based on the required changes in the IT landscape. We will explore different scenarios where DevOps/GitOps can fit in the daily life for ITSM personnel and will try to qualify the benefits of DevOps Automation. Different technologies will be tackled in this session including infrastructure automation, configuration, cloud native applications and user operations.
  • Countering Social Engineering with an ITSM-DevOps Approach Recorded: May 20 2021 63 mins
    Kim Scofield, Partner & Founder of Bad Wolf Community; Founder of Blonde Bad Wolf Consulting and Space 42.ca
    2021 brings great change and great opportunity. As organizations power up both their technology and their people, in many cases as a direct result of pandemic pivots, ITSM must match these choices by powering up our collaboration, cross-team communication, and organizational support from all levels - end-user to the boardroom.

    In this talk I want to focus on a specific area of ITSM that is particularly affected by this rapid acceleration of technology: end-user security breaches. Accelerated adoption of technology increases opportunity for cyber-criminals to slip past our defences. Accelerating technology, without accelerating Digital Transformation, is a recipe for social engineering disaster.

    To combat this, let’s re-engineer ourselves, as ITSM, to team up with our end-users and put a wrench in the social engineering tactics of cyber criminals by bringing together the powerhouse resources of the agile, collaborative culture of DevOps (Development and Operations), and the process and control of ITSM (Information Technology Service Management).

    Three key pieces: First, the ITSM team: effective, innovative ITSM starts with a strong, unified, IT team working within a DevOps inspired ethos of agile communication and collaboration.
    Next, CSuite buy-in of the budget, technology, and training. The brass tacks of business is profit and a solid ITSM framework can optimally communicate budget, analytics, and ROI.
    Third, empower the end-user. Educate, support, and listen.

    Takeaways
    ⁃ Effective ITSM starts with your IT team - Create a strong, unified, team working within a culture of communication and collaboration.
    ⁃ CSuite buy-in: A solid ITSM framework can to the optimal budget, analytics, and ROI.
    ⁃ Empower the end user - accelerated adoption of technology leaves wide gaps for cybercrime to slip past our defenses. Educate, support, and listen.
  • How to break traditional ITSM chains & unlock potential of your IT Organization Recorded: May 20 2021 58 mins
    Jill Mead, Senior Product Agile Coach Manager at U.S. Bank and Erich Selvig, Cloud Digital Strategist at Cargill
    Jill Mead and Erich Selvig are not foreign to the traditional ITSM stigma. Jill, winning the most painful process award in a Fortune 50 technology organization. Erich, the owner of a product platform where the engineering community created the infamous burning dumpster fire emoji in its honor. Jill and Erich share practical advice on how to align your ITSM organization with DevOps.
  • Putting the Sec in “DevSecOps”, automating cloud security as an enabler Recorded: May 20 2021 58 mins
    Matt Johnson, Developer Advocate for Bridgecrew.io
    The security function in most development environments is broken. With engineers focused on features and devops allowing them to move rapidly and self-provision around their own hurdles, it’s impossible for reactive, traditional security tools to keep up with an ever changing production environment. Even with a security engineer within the team, the chance of catching every bad-default in Terraform, or hidden * in a wide-open IAM policy is next to impossible with the ever growing suite of cloud services. In this talk, we’ll show how to, with very little effort, shift security left into code, enabling automated scanning and highlighting of security risks at build time, with helpful remediation advice for all. Knowing is the first step to improving, and automation makes knowing easy. You bring your DevOps pipeline, we’ll show you how.
  • How to build a winning digital operations framework with DevOps, GitOps & MLOps Recorded: May 20 2021 53 mins
    Deepak Ramchandani Vensi, Director of Strategy & Transformation at Contino
    With adoption of Cloud, Digital and Data growing at exponential rates, the need for mature digital operational practices continues to be a key challenge for organisations. With the growing emergence of techniques such as SRE, FinOps, GitOps, MLOps and the expectation for teams to deliver against DevOps and Agile practices, organisations need to be able pull all of these together into a cohesive framework to deliver against their digital transformation goals.

    Over the past 6 years, Contino has been working with the world’s leading brands to transform their Operations and ITSM functions to move towards a modern operational approach, combining the rigour and discipline of ITSM with the proven engineering principles of Cloud & DevOps.

    Join us on this webinar to learn more about:

    -What do the ITSM processes and controls translate to in a cloud-first or cloud-native environment?
    -How do techniques such as SRE, FinOps, GitOps, MLOps fit into your Digital Operations Framework Cloud Operations playbook?
    -How to move towards a DevOps & Agile operating model whilst still adhering to controls and regulatory requirements?
    -How to federate operational responsibilities to engineering teams by adopting modern team topologies, whilst still maintaining operational rigour within your organisation?
    -What role do SLIs and SLOs play in your operational metrics?
    -How to get started and build your own Digital Operations playbook.
  • Maturity Through Metrics Recorded: May 19 2021 56 mins
    Beverly Weed-Schertzer, Author at edifyIT
    Reporting only at the technical level in Information Technology only impedes ITSM success. The goal is to drive business performance, growth, and sustainability through technology. To begin, you need to understand the current ITSM environment that manages the technology performance. Once this is understood, set the intentions to mature business performance through the use of metrics. In this webinar, I'll cover ITSM metrics and the essential business maturity metrics that provide a well rounded outlet to measure ITSM and its impact or influence to business performance.

    - IT as a strategic business unit
    - Business Maturity metrics provide the business perspective
    - Maturity Metrics bundle for ITSM and business performance
  • Proactive Breach Prevention using Automated Compliance and Continuous Auditing Recorded: May 19 2021 24 mins
    Niklas Nilsson, Senior Information Technology Consultant at Nexer Group
    Requiring non-security specialists to describe their posture and informing the management hierarchies on our current security posture is difficult. The language is foreign and does not lend itself to exactness. The eternal question is “Are we secure? The expected answer then cannot be “It depends…”, but rather an aggregated statement, very close to a single “Yes” or “No”.

    In case of a negative response, it is also expected to hear of the gaps and the plans to fill them to become secure again.

    To accomplish this aggregated statement, a traditional assurance cycle of up to a year is too slow. The product owners need to have security activities in their backlog, they need to know when circumstances change to be able to address them based on risk. The management hierarchy needs to be informed with the current security posture and what implications that brings.

    The road to prevent breaches is paved with measurements, a quick feed-back loop and AI assisted decision making. All meant to push security decisions out in the organization.

    Here one could add the analogy of driving a car, where the driver, or senior manager, has to take decisions based on situational awareness and information provided by the car. The driver does not need to know the exact oil pressure or the cooling temperature, but rather if it has reached a hazardous level. The driver cannot base decisions on oil pressure solely by dipping the stick before starting the journey, which would be equivalent to classic compliance.

    To prevent breaches senior management need to know that circumstances have changed, when they change, and ultimately that they are about to change.

    In this webinar you will be inspired by a Proof of Concept and an idea of how to implement and extend it.
  • Metrics that Matters: Measuring ITSM in 2021 Recorded: May 19 2021 61 mins
    Panelists from: HCB/UTK, JPC Group, EasyVista, Apollo-Is, and Digital.ai
    The metrics that mattered in March 2020 may not be the metrics that matter in May 2021. With the pandemic forcing Digital Transformation initiatives to accelerate at a previously unrecognizable pace, we’re bringing together ITSM experts to explore and debate the essential metrics that ITSM and business leaders value.

    From why it’s crucial to approach metrics with discipline and excitement to the best ways to measure success, we’ll be discussing :

    -Which metrics align to business outcomes, and why they’re of utmost importance
    -Which metrics directly align to revenue and should be focused on
    -Which perspectives are important when forming your ESM metrics strategy
    -Why metrics should be a priority, not an afterthought for ITSM leaders
    -And more

    Moderator:
    Andy Bennett, Vice President of Technology, CISO at Apollo-Is

    Panelists:
    Julia Bell, IT Security Manager at HCB/UTK
    John Custy, Managing Consultant at JPC Group
    Evan Carlson, Chief Revenue Officer at EasyVista
    Ben Sapp, Insights Architect at Digital.ai
  • Measuring Service Value Recorded: May 19 2021 49 mins
    Robert Falkowitz, General Manager at Concentric Circle Consulting
    Service management frameworks all tell us of the importance of service value. But how do we measure that value? And how do we use those measurements to manage our services? In this presentation, we look at service value in the context of service systems. A typology of service values is described. We recommend metrics for measuring each type of service value. Finally, we look at who uses those measurements and how they contribute to managing services.
  • Automation First Mentality to Optimize IT Service Desk Operations Recorded: May 19 2021 14 mins
    Christos Karafeizis, CEO at Gaspardesk
    Work From Anywhere (WFA) is becoming the new norm and it is here to stay post Covid-19. Today’s tools and processes are not able to meet support needs of employees at companies around the globe and as a result number of incoming tickets and resolution times have significantly increased. There is need for IT Service Desk teams to rewrite the playbook on how to manage internal teams and their support requests.

    In this session, we will cover why IT Service Desk teams need to adopt an Automation First Mentality that is centered around the needs of employees and IT Support Agents. The combination of human + machine will beat a human or a machine at almost every task. Join us to learn what tools and best practices should be implemented to reduce number of incoming IT support tickets and increase employees’ productivity.
  • Automate Everything: Breaking down ITSM process barriers through automation Recorded: May 18 2021 23 mins
    Nicholas Jager, Director, IT Service Management & Operations at PwC, President Elect, itSMF USA
    Stuck with manual and repetitive IT Service Management processes from 15 years ago? Are your business partners complaining that the velocity of IT change is too slow? Is your user experience with IT services below par?

    In the age of digital disruption and new delivery methodologies such as Agile, DevSecOps, CI/CD, and the cloud, IT service management practices must evolve to support the demands of the business and advancements in technology.

    Luckily, due to advanced capabilities in market leading ITSM platforms and refreshed service management frameworks such as ITIL 4, companies are able to overcome common service management challenges of the past. Join us for conversation as we share real world examples of how organizations, at enterprise scale, can uplift their IT delivery capabilities in a significant and rapid way through the use of automation.
  • How to Implement an AI Service Desk for Enterprise IT Recorded: May 18 2021 44 mins
    Muddu Sudhakar, CEO, Aisera
    With the consumerization of enterprise IT, employees are expecting the same level of service excellence from IT service management (ITSM) solutions. Users expect enterprise services to be delivered instantly, in the device and channel of their preference, with a high degree of personalization and without having to talk to someone. Leading enterprises are now transforming toward ITSM+ by embracing cognitive AI, Robotic Process Automation and Conversational Experience, which promise to boost productivity while using fewer resources, achieving greater cost savings and delivering an engaging customer experience for enhanced satisfaction.

    In this talk, we will start by drawing the Service Desk Journey, from Help Desk to Today's Segregated Service Desk, highlighting business and operational challenges affecting Employees, Customers and Service Desk Service Agents. We will then introduce the new paradigm shift of ITSM+, and present in great details the a novel five-layer reference architecture. We will walk the audience through each of the comprising layers and conclude with how to get started in this disruptive digital transformation.
  • Architecting the Transformation Recorded: May 18 2021 43 mins
    Asanka Abeysinghe, Chief Technology Evangelist at WSO2, Inc
    Most organizations engaged in transformation today are moving from left to right in digitally-driven maturity models. The objectives are well known: increase agility, boost productivity, and provide seamless digital experiences for consumers.
    Architects play a pivotal role as the curators of this transformation. In this session, Asanka will share his experience on how architects can contribute and introduce a framework to follow on refactoring enterprises.
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  • Title: Cloud: The Next Generation Service Delivery
  • Live at: Sep 21 2011 2:00 pm
  • Presented by: Expert panel session - Moderator: Ian Osborne, Project Director, Intellect
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