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AIOps platform to guide your hybrid journey from on-premise into the cloud

Cloud infrastructures require highly-customized solutions for their various system. Migrating “the right way” to the Cloud and managing a Hybrid Cloud environment is harder than industry pundits would lead you to believe. Many end up resorting to band aid solutions and human power that turn out to be costly in the end.

Join Jared Reimer, Founder and CEO of Cascadeo in this session as he discusses workload solution for migration and monitoring. As you’re moving workloads and even once they’re moved -- how can you be sure everything is working properly and adequately monitored? How do you provide consistent operational view of both environments?
Recorded Aug 20 2020 30 mins
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Presented by
Jared Reimer, CTO, Cascadeo
Presentation preview: AIOps platform to guide your hybrid journey from on-premise into the cloud

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  • IT Service Management in 2021: Predictions, Challenges and Changes Dec 4 2020 4:00 pm UTC 60 mins
    Panel of experts
    2020 asked businesses, organizations and IT teams to be agile, proactive and to challenge their modus operandi. It also challenged IT Service Management teams to champion businesses’ digital journeys in a way that no-one could have predicted in December 2019.

    In this special end-of-year panel, ITSM experts come together to share ‘stories from the field’ in a year unlike any other, predictions for what 2021 may bring and advice and tips for service management professionals to embrace the coming year with the same dexterity, calmness and leadership they displayed in 2020.

    From technologies and tools, to strategies for adopting and embracing cultural shifts, our experts will be sharing use cases and looking at:

    - How AIOps and an AI-first approach enabled cutting-edge ITSM teams to survive COVID-19
    - How to plan for the future of your ITSM strategy given the acceleration of Digital Transformation initiatives in 2020
    - Tips for maintaining a work-life balance when the business depends on you more than ever
    - And more
  • Animate your support documentation to help SHIFT LEFT Dec 4 2020 11:00 am UTC 45 mins
    Phil Reynolds, Owner/Animator, Philanimates Limited
    Creating animated videos of your support documents will help to ease the workload on your Service Desk. Videos grab staff attention, make the guides much easier to use, improve user confidence and reduce repeating calls to the IT service desk, freeing up support staff to do more value-adding activities. This should form a key part of any Shift Left strategy.

    With budget pressures increasing, headcount is under pressure, maximising productivity is vital and growing staff confidence and digital dexterity is key to achieving that. Service desks are also under ever-increasing pressures, with an ever-growing range of products and services to support, each with a range of capability, from learner to advanced. Convincing end-users to self-learn and self-support is an important aspect of not only improving end-users productivity but also the productivity of the IT
    service desk.

    In this webinar we will explore:
    - Arguments for video-based support guides, and where to focus first.
    - Options for resourcing their creation.
    - The skills required to create engaging videos.
    - The process for creating engaging videos
    - Options for delivery of videos to support new technology deployments.
    - Engaging staff to encourage use of self-help video guides.
  • How to Bridge the Gap Between Central IT Ops, Data Asset Management and Security Dec 3 2020 11:00 pm UTC 45 mins
    Ivan Tsarynny, CEO and Co-founder, Feroot Security
    In today’s complex organizations, they often have a centralized IT Operations team that works with Data Owners, GRC, and Security teams. The rate of change and the dynamic nature of web applications has outstripped the human capacity to analyze and respond.

    These teams use many modern frameworks and methodologies such as Cloud services, NIST, MITRE, OWASP, CIS, DevOps, and PCI; and tools that make it possible to deploy and maintain data integrity and make operations easier. However, these frameworks, methodologies, and tools also cause complexities which makes it difficult to identify issues and hone in on probable root cause before customers are impacted.

    In this session, we will be discussing how IT service management, Data Owners, GRC, and Security teams can collaborate better, enhance business continuity and provide resolutions faster.
  • Four secrets to ITIL and DevOps Compatibility Dec 3 2020 10:00 pm UTC 45 mins
    David Cannon, Executive Vice President, Nfiniti3
    A marriage brings together two individuals with their own personalities, strengths and flaws. Successful marriages take compromise and commitment to build on the strengths and overcome the flaws.

    This presentation describes why many ITIL and DevOps practitioners have been at odds with other, and asks “can and should the two approaches ever be married?” and “If so, how do we make the marriage work?”

    The presentation will focus on 4 secrets to compatibility, and gives specific examples of:
    • When to use ITIL or DevOps approaches
    • How real organizations have used them
    • Where combining the two approaches does NOT work

    Compatibility Secret #1: The Personality Test
    Compatibility Secret #2: The Common Goal
    Compatibility Secret #3: Playing to Each Other’s Strengths (and acknowledging flaws)
    Compatibility Secret #4: Resolving Conflicts

    About David Cannon
    David has been at the forefront of helping organizations understand and adjust to major shifts in the technology industry over the past 3 decades.

    He is known for crafting industry best practices for Strategy and IT Operations and uses them extensively to help organizations function more effectively and efficiently. He has led consulting practices in Forrester, Hewlett-Packard and BMC Software – focused on IT management and strategy.

    David is the co-author of the ITIL 2007 Service Operation book, author of the ITIL 2011 Service Strategy book and lead editor of the ITIL 4 Digital and IT Strategy book. He was awarded two lifetime achievement awards by the itSMF.
  • AIOps solution for cloud and on-premise managed services Dec 3 2020 6:00 pm UTC 60 mins
    Jared Reimer, Founder and CEO, Cascadeo
    Cloud infrastructures require highly-customized solutions for their various system. Migrating “the right way” to the Cloud and managing a Hybrid Cloud environment is harder than industry pundits would lead you to believe. Many end up resorting to band aid solutions and human power that turn out to be costly in the end.

    Join Jared Reimer, Founder and CEO of Cascadeo in this session as he discusses workload solution for migration and monitoring. As you’re moving workloads and even once they’re moved -- how can you be sure everything is working properly and adequately monitored? How do you provide consistent operational view of both environments?

    Jared Reimer is the Founder and CEO of Cascadeo, a Seattle-based cloud consulting firm with operations in the US and Asia. Cascadeo is uniquely positioned as a leading vendor-neutral, cloud-centric engineering and managed services firm. Areas of focus include large-scale distributed systems, cloud architecture and migration, deployment automation, monitoring systems, and hybrid cloud networking. Jared holds a MS in computer science and engineering from UW, and operated one of the very first ISPs in the Northwest. He resides in Mercer Island, WA with his wife, two dogs,
    and three young children. Jared enjoys world travel, camping, cooking, and SCUBA, is a retired
    single-engine airplane pilot, a passionate electric vehicle enthusiast, a serial entrepreneur and
    an accomplished downhill skier. He served as a senior technical advisor to HBO’s award-
    winning “Silicon Valley" series.
  • Taming the Wild, Wild (Service) Desk! Dec 2 2020 11:00 pm UTC 45 mins
    Reverend Samuel Nixon Jr., CEO/Founder, humble1, LLC
    It’s inevitable that a good service desk attracts traffic. But what happens when the traffic picks up, the
    requests come heavy and the time grows shorter for responding effectively? A new approach is
    required and innovation must speak to the matter. This session will open up the kinds of challenges and suggest relevantly appropriate responses to make the IT Service desk a more tamed and manageable center of activity --- without having pull your hair out to do it!

    We will learn:
    1) What makes a good IT service desk effective and desirable?
    2) How does it respond to requests with sound and clear management?
    3) When does the level of activity warrant sounding the alarm?
    4) What innovative range of responses may be considered?
    5) How do we keep the IT service desk tamed and timely?
  • ITSM Alignment: Business and Technology Working Together Dec 1 2020 6:00 pm UTC 45 mins
    Patrick J Slattery, Fordham University GSAS; John Granato, Tradesman International and Tony Cioffoletti, BTAG
    Every business is different but there are some common points of failure to avoid when it comes to successful ITSM. There are certainly some difficult technical break points and challenges, but mature IT shops develop the talent, methods, and tools to address technical challenges. The more common points of frustration and failure are the result of misunderstanding and misalignment between the business and IT. We all recognize that IT and the business can end up with different priorities and sometimes they do not seem to be communicating in the same language.

    To effectively streamline configuration and change and release management IT will need to develop the ability to align with business to understand what is truly needed for success outcomes. This can involve understanding priorities at the board of directors and senior executive levels as well in addition to the input received from local subject matter experts and power users.

    This workshop will address leadership and teaming solutions to common challenges. Participants will learn from case studies and the collective experience of senior managers how to understand the answers to some important ITSM questions, including:

    • Who is in charge? And why?
    • Is the direction real?
    • How complex have you made the solution?
    • Who reaches for the check? – How to engage the business economically.
    • Are you realizing the full benefits of using a target state architecture and roadmap?
    • Who Is setting the pace?
    • What are the “The Moments” and how do we deal with them?
    • When do we declare victory?

    The workshop presenters each have decades of experience in the design, implementation, and maintenance of complex IT solutions for large businesses. They bring a strong complement of IT, Finance, and business expertise. Raising your awareness of the concerns addressed in the workshop will not only help you to be successful in your current role but it will help to prepare you for more senior roles in your career.
  • Pragmatic Processes to Profitably Scale Global Products Dec 1 2020 1:00 pm UTC 45 mins
    Ian Beckett, CEO, Eirtight Technology
    In this webinar you will learn:
    - Why companies fail to localise products profitably – based on 30 years PLCM deployment in US multinationals
    - An overview of the solutions I have deployed in global manufacturing, telecommunications and services business which reduced cost and drove profitability
    - Pragmatic process evolution in “normally dysfunctional” business driving client satisfaction AND bottom line profitability
    - The benefits of using global standards such TMFORUM, ITIL, LEAN to drive end to end service delivery in multiple verticals
    - Pragmatic business transformation steps

    About Ian Beckett
    Dynamic senior leader in strategic technology management, with more than 30 years experience as a visionary leader at the forefront of international technical product and service delivery for multinational corporations. Demonstrated track record of fostering process excellence across global business units driving innovation, optimising service delivery, minimising waste with resulting positive impact on the bottom line. Strongly market-savvy, with a history of bringing new products into international markets and establishing new business units in targeted regions. Renowned for driving business transformation to position companies in highly competitive markets. Dedicated problem solver able to quickly identify and address business pain points.
  • Q3 2020 Community Update: IT Service Management Recorded: Oct 13 2020 21 mins
    Kari Nelson (Director of Product Marketing, Cherwell Software), Harriet Jamieson (Senior Content Manager, BrightTALK)
    Who is in the BrightTALK ITSM community, what topics are of most importance to them, and what type of content do they prefer?

    Join this webinar to learn:
    - How the community has grown and evolved
    - What topics are trending and which are declining
    - What to look forward to in 2020
  • How Leading Apps Use AI-First Incident Prediction to Eliminate Outages Recorded: Aug 21 2020 35 mins
    Dan Turchin, CEO, InsightFinder
    Every CIO is expected to deliver innovative new features that are always available. Today, those expectations come with smaller teams, higher velocity release cycles, and more complex system architectures. The most popular apps are turning to smart automation solutions to meet the challenge.

    AI-first systems like InsightFinder automatically detect anomalies across all types of machine data - logs, metrics, traces, and changes - to predict when incidents will occur. Only InsightFinder translates incident predictions into more accurate root cause analyses and actionable insights.

    In this session you will learn:
    - Why CIOs and DevOps teams use InsightFinder to reduce mean time between failures
    - How InsightFinder builds scalable strategies and help businesses innovate faster
  • AI and Automation to Manage Support Requests in the New Remote Workplace Recorded: Aug 21 2020 18 mins
    Christos Karafeizis, Founder & CEO, Gaspardesk Inc
    Over the last few months, we have seen a dramatic shift on how companies operate. Now, more than ever, due to the Coronavirus outbreak, employees need to be empowered to work from home. Companies must not delay the digital transformation required to become remote-first or remote-enabled. They must leverage the latest AI and Automation models as their building blocks to increase employee productivity while controlling headcount needed for their service desk teams and overall IT operations.
    Join this interactive webinar if you are interested in learning about the following topics:
    Shifting focus to the employee and having an omnichannel self-service experience that is available 24x7.
    Implementing automated agents to resolve employee repetitive service requests without human agent’s involvement.
    Using Intelligence Augmentations (IA) to enable service desk agents resolve tickets more expediently.
  • Accelerating Automation and Continual Service Improvement Recorded: Aug 21 2020 17 mins
    Stan Feintstein, President of Project Remedies Inc.
    Stan Feinstein, President of Project Remedies Inc., discusses and connects accelerating automation, and continual service improvement. While AI applies to tasks that can be performed in nanoseconds, continual service improvement involves processes that take much longer.

    In this session, Stan outlines:
    - How to set up a continuous service improvement program
    - The issues involved with a service improvement program
    - The importance of AI when setting up a successful and long lasting program
    - Techniques used to automate processes and capture performance metrics
  • Forget the CMDB, it Will Never Be Your Friend! Recorded: Aug 21 2020 49 mins
    Rob Akershoek, IT Management Architect, Fruition Partners, a DXC Technology Company
    Almost no organization has a solid CMDB underpinning their IT processes. You probably also have a CMDB that is not up to date nor equipped to do the job, despite all efforts including implementing automated inventory and discovery.

    The question is: should we even try to manage the CMDB in this dynamic cloud ecosystem where resources are dynamically deployed and turned off again? Is the current approach to the CMDB suitable for the new multi-vendor digital ecosystem with micro-services, containers, and cloud (e.g. IAAS, SAAS)?

    In this session we will discuss:
    - How CMDB will evolve
    - How to get configuration management on track
    - How to ensure CMDB is up-to-date
    - Why CMDB initiatives have failed, and how to fix this approach
  • Does Virtual Collaboration Virtualize Continual Improvement? Recorded: Aug 21 2020 43 mins
    Robert S. Falkowitz, General Manager, Concentric Circle Consulting
    What does Isaac Asimov have to do with virtual collaboration, COVID-19 and continual improvement? Some people will tell you that the future of work, and consequently how we improve, will be utterly changed. Others cannot wait to return to their old ways of working. Rather than believe there is a single truth, continual improvement is part of an evolving system of labor, behavior and belief. Many of the concepts we think are innovative and recent are, in fact, old and well established.

    This presentation examines the connections among the principles underpinning older and more recent approaches to continual improvement. It looks at practices that we should probably try to conserve and practices that are best laid to rest. Sociological and neurological research of the past decades has provided many lessons for improving how we work.

    How does virtualization and social distancing impact these lessons learned? What Asimov knew 70 years ago may still be of value to us today.
  • Driving Cost Reduction Recorded: Aug 21 2020 52 mins
    Sebastien Adjiman, CEO and Co-Founder, Deepcoding
    Deploying Intelligent Routing in ServiceNow using the Deepcoding Delivery Intelligence Platform

    DeepCoding’s unique AI technology leverages the existing deep-data located in your IT service delivery management tools, such ServiceNow or BMC Remedy, to perform a comprehensive diagnostic of the service delivery organisation. This pinpoints the source of issues affecting their systems, support and users.

    This deep-data can be used to train our cognitive engine, to provide unique real time capabilities such as Intelligent Ticket Routing based on our patented skillset scoring algorithm, automatic emerging problem detection and abnormal incident spike detection. The tickets are automatically routed to the right individual, team or robot based on their skillset and historical efficiency in solving that type of ticket.

    In this session we will discuss how to:

    - Reduce pick up time and resolution time, while reducing the overall number of tickets.
    - Identify problems using NLP to group data of similar tickets into AI based clusters
    - Reduce overall MTTR
    - Increase agent skill-sets and identify training opportunities, by identifying highest performers
    - Improve Knowledge Base accuracy
    - Improve internal and external service levels, by introducing dynamic SLAs and OLAs
    - Increase NPS by monitoring the customer satisfaction

    After this session you will see how DeepCoding complement ServiceNow and BMC Remedy and help you drastically improve your main service delivery metrics.
  • AIOps platform to guide your hybrid journey from on-premise into the cloud Recorded: Aug 20 2020 30 mins
    Jared Reimer, CTO, Cascadeo
    Cloud infrastructures require highly-customized solutions for their various system. Migrating “the right way” to the Cloud and managing a Hybrid Cloud environment is harder than industry pundits would lead you to believe. Many end up resorting to band aid solutions and human power that turn out to be costly in the end.

    Join Jared Reimer, Founder and CEO of Cascadeo in this session as he discusses workload solution for migration and monitoring. As you’re moving workloads and even once they’re moved -- how can you be sure everything is working properly and adequately monitored? How do you provide consistent operational view of both environments?
  • [Panel] Exploring the Future of Automation and AI in ITSM Recorded: Aug 20 2020 49 mins
    Moderator: Daniel Breston | Joe Foley - Numerify, Melody Scheidler - Solar Winds & Phil Bowermaster - Cherwell Software
    Automation and AI in ITSM have come a long way. The improvements they’ve made to parts of ITSM - including to workflows, change management, pushing updates and ticketing - have had a significant impact on customer and employee experience and satisfaction.

    So what’s next for AI, machine learning and automation in ITSM? And how is it changing employee service management? Join this expert panel as they share insights, advice and use cases about areas of ITSM that are being revolutionized by intelligent technologies, including:

    - Improved IT operational efficiencies
    - Increased cost savings
    - Faster incident and problem resolution
    - Better release management
    - Higher customer/end-user satisfaction
  • Are Chatbots Dead? Learn how Chatbots have evolved into Conversational AI Recorded: Aug 20 2020 54 mins
    Muddu Sudhakar, CEO, Aisera
    Ninety percent of chatbot projects failed in 2019—yet 100 percent of customers are optimistic about their benefits and are willing to deploy them again in 2020.


    In this session, we cover the key reasons for the failure of chatbot projects, such as offering robotic & scripted experiences, lack of AI capabilities, and long time-to-value. With the emergence of true Conversational AI, companies can now take advantage of cutting-edge AI that is far more accessible and can deliver tangible business results from Day One.
  • [Panel] What Does the Future of ITSM Hold? Recorded: Aug 20 2020 45 mins
    Claire Agutter - Scopism | Matt Klassen,- Cherwell | Ben Sapp - Numerify | Daniel Breston - Virtual Clarity
    With so much business and technology change surrounding IT Service Management - as well as the impact of COVID-19 - what does the future of ITSM hold?

    Join this expert panel as we take a closer look at the areas in which ITSM is evolving and morphing, as well as those where its roots in people, process and technology are proving to be steadfast supporters in a time of immense upheaval.

    Topics of discussion will include:
    - What are ITSM professionals currently focusing on?
    - Which technological advancements are helping ITSM better meet business demands?
    - How have - or haven’t - ITSM best practices changed?

    - Moderated by Claire Agutter - Director at Scopism
    - Panellists include Matt Klassen,- VP, Product Marketing at Cherwell and Ben Sapp - Insights Solutions Architect at Numerify | Daniel Breston - Consultant and Coach, Virtual Clarity
  • ITSM in the Age of Coronavirus: Supporting Businesses During a Pandemic Recorded: Aug 20 2020 58 mins
    Claire Agutter - ITSM.Zone | Samantha Robinson - NHS Digital | Pete Knowles - Digital Clarity | Joe Foley - Numerify
    Join this special panel as experts explore ITSM in the Age of Coronavirus and how its supporting businesses during a once in a generation pandemic.

    Moderator Claire Agutter, Director at ITSM.Zone will be joined by:

    - Samantha Robinson - Associate Director of Live Services, NHS Digital
    - Joe Foley - Insights Architect, Numerify
    - Pete Knowles - Director, Digital Clarity

    Topics discussed will include:

    - How is ITSM keeping the lights on as people are moving to home working?

    - How will ITSM help when businesses go back to normal?

    - What might change for good, and how can ITSM help?
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  • Presented by: Jared Reimer, CTO, Cascadeo
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