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Why Digital Transformation Matters for Improved Employee Experience

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.
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Presented by
Muddu Sudhakar, CEO, Aisera
Presentation preview: Why Digital Transformation Matters for Improved Employee Experience

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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.
  • 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
  • Countering Social Engineering with an ITSM-DevOps Approach May 20 2021 9:00 pm UTC 60 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 May 20 2021 5:00 pm UTC 60 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 May 20 2021 3:00 pm UTC 60 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.
  • Towards Continuous Auditing: How DevOps is Reshaping Traditional Audit Practices May 20 2021 12:00 pm UTC 60 mins
    Dan Petit, Director DevOps Engineering at Green Mountain Technology
    As DevOps takes root at organizations, the day-to-day practices in IT change in ways that are foreign to many auditors. This talk discusses how and why these new practices can potentially improve compliance and accelerate audit practices.
  • ITSM & DevOps: What are you trying to achieve? May 20 2021 10:00 am UTC 60 mins
    Phil Reynolds, Owner/Animator at Philanimates Limited
    Why do you want to combine DevOps with your IT Service Management? What is it that you want to achieve?

    Explore briefly what are the definitions of some key terms like: DevOps; End User Computing; Application Lifecycle management; Agile; Continuous improvement: Continuous Development. How much do you care about the specifics, versus the general principles, of each? How you might want to use such terms / methods in different ways to achieve your objectives.

    With budget pressures increasing and the pace of digital change accelerating, the drive to implement new solutions quickly is growing. Maximising skills and productivity is vital and growing staff confidence and digital dexterity is key to achieving that.

    To effectively introduce new systems and technologies, we need to engage with and harness the enthusiasm and knowledge of frontline staff, IT specialist staff and partners to implement digital change effectively.

    In this webinar we will explore a number of ways to help develop your best approach to strengthen your ITSM offering:
    -How your size and the way you operate determines:
    -How you adopt and adapt different methodologies.
    -How different skillsets and teams can be combined to better effect.
    -How you engage (or ignore) your end-users in those embryonic systems early lifecycle stages.
    What you might be trying to achieve:
    -Faster development times
    -Better engagement with change
    -Delivering quicker productivity changes post-implementation
    -Not building issues (more “technical debt”) for the future…
  • Maturity Through Metrics May 19 2021 9:00 pm UTC 60 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 May 19 2021 5:00 pm UTC 60 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 May 19 2021 3:00 pm UTC 60 mins
    Panelists To Be Confirmed
    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
  • Measuring Service Value May 19 2021 12:00 pm UTC 60 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.
  • How to Implement an AI Service Desk for Enterprise IT May 18 2021 5:00 pm UTC 60 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 May 18 2021 3:00 pm UTC 60 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.
  • Pitfalls in privacy data wrangling Recorded: Mar 16 2021 47 mins
    William Bello FIP CIPP/E CIPM CIPT, Senior Privacy Business Consultant, Bello Consulting
    Fairy tales most often start with sentence: “Once upon a time there was a …” - Facebook?! Does any of you remember mobile app named “Foursquare”? It was very popular until a Russian-based developer used it to display “girls around me”. Data is a resource. Big data is a big resource. But - a big responsibility as well. It brings opportunity and it make threat. In world today we witness a steady rise of privacy concern and user awareness about what is right and what is wrong. Not only that, but regulations around the world guarantee certain rights to data subjects or consumers. Cambridge Analytica Ltd is very good example of Facebook data wrangling misuse or one could call this “data breach”.

    Careless use of meshed data or during company merge collecting data together from different anonymized sources into one data lake might be a potential serious risk for new organization. Can you imagine number of data collected over past decades on UK servers based on R&D under EU regulation? As we experience Brexit all the data wrangling using this meshed data raise legal ground question for further processing and secondary use. Privacy by design and by default is a key to proof accountability and key points we will discuss during talk are:

    • Data wrangling core ideas of discovering, structuring, cleaning, enriching, validating and publishing during data life cycle stages: collection, processing, disclosure, retention and destruction

    • How to secure enterprise data wrangling using GDPR and NIST as a privacy framework?
  • Thinking Like A Hacker Recorded: Mar 15 2021 55 mins
    Josh Stella, Fugue Co-Founder, CEO and CTO
    When it comes to cloud misconfiguration vulnerabilities, compliance frameworks and monitoring tools aren’t always going to help you. If you’re using the cloud, odds are your security model is broken.
    The cloud changed the way hackers think and operate: Rather than targeting an organization and then searching for vulnerabilities to exploit, hackers use automation to scan the internet looking for cloud misconfigurations to exploit.

    Once an attacker has access to your environment, they use IAM resources like a network to move laterally, find data, and extract it. We’ve graduated from simple misconfiguration mistakes to techniques bad actors are using today to breach data out from under the most advanced cloud security teams—often without detection.

    In this talk, Josh Stella Fugue Co-Founder , CEO and CTO, will put you into the hacker mindset so you can think more critically about fixing your broken cloud security.

    Specifically, this talk will cover:
    - Common cloud misconfigurations that compliance won’t catch
    - How attackers take advantage of IAM misconfigurations
    - How to find advanced misconfiguration vulnerabilities and fix them
    - Strategies for remediation and building security into cloud design
  • Taming the Wild, Wild (Service) Desk! Recorded: Feb 22 2021 33 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?
  • How Conversational AI & RPA Accelerates ITSM Automation Recorded: Feb 18 2021 27 mins
    Muddu Sudhakar, CEO, Aisera
    With global work environments shifting, the need for scalability and automation is urgent to handle the influx of employee requests for IT support—and to offer user satisfaction in an anxious time. Demands on the IT service desk include the challenge of licensing costs, handling more common processes and tasks, enabling higher levels of employee self-service, and speeding issue resolution.

    AI-enabled employee self-service can auto-resolve the majority of repetitive requests, freeing the IT team to focus on business-critical issues. Aisera enables automation of repetitive IT tasks, actions and workflows while allowing workers to auto-resolve their issues using Conversational AI and Conversational RPA—uniting people without physical contact. Aisera also leverages the power of AI with existing ticketing systems to bring users and services together, despite social distancing, for vital business continuity. Remote workers get the streamlined support they need to stay productive.

    - No additional capital resources are needed to handle employee support requests from remote workers
    - Companies can leverage out-of-the-box AI solutions to accelerate IT service delivery in real-time, using their existing service desks
    - Conversational AI and RPA can improve employee experience at scale to ensure 24x7 business continuity and support
  • Test Automation Architectures (The Pyramid and More) Recorded: Feb 18 2021 49 mins
    Alan S Koch, Sr Technical Lead Instructor, Cprime
    Testing can be the long pole in our deployment pipelines. Without test automation, we are forced to choose between poor velocity and insufficient regression testing (and the resulting risks and quality problems).

    But test automation is no magic “silver bullet”! If we don’t approach it in a disciplined and structured way, it can become its own source of problems and a time-sink for our team. The Test Automation Pyramid provides a framework for a structured and rigorous approach to testing.

    We will use the Pyramid as our touchstone for delving into some excellent guidance on test automation from both the Agile and the DevOps communities, like:

    - Divide and conquer: How can we treat test automation not as a single big problem, but the Agile way – as a series of small workable problems.

    - Unit testing means what? A clear purpose for Unit Testing that translates into clear direction on what it should and should not be.

    - What comes before Integration testing? A look at what it takes to actually test interfaces. (Hint: It’s not integration testing!)

    - GUI-less Functional test automation: Full testing of the functionality of our application without the complexity and brittleness of going through the graphical user interface (GUI).

    - An architecture for automating functional testing: Automated functional tests become much more maintainable when we use a multi-layered architecture to create them.

    - Testing in the CI/CD Pipeline: How can we fit all of this testing into our Continuous Integration, Continuous Delivery (CI/CD) pipeline and still have it complete quickly?
  • Open Source Online DevOps Dojo Recorded: Feb 18 2021 34 mins
    Chris Swan, Tom Halpin & Philippe Berthonneau, DXC Technology
    ITSM is a set of policies, processes and procedures used to deliver standard Customer IT services and the resulting support and operational activities. While DevOps is a set of practices which combine software development (Dev) and operations (Ops) activities to shorten the software development lifecycle by enabling the continuous delivery of high quality software.

    ITSM and DevOps are often considered to be incompatible, however as the pace of change accelerates organizations that manage to hit the sweet spot of operating ITSM frameworks with DevOps speed of delivery will gain a competitive advantage from the resulting synergies.

    For organizations that have traditionally been focused on traditional ITSM skilling and/or reskilling to support a DevOps cultural pivot and DevOps tooling can be challenging.

    DXC Technology runs mission-critical systems with the latest technology innovations to deliver better business outcomes and new levels of performance, competitiveness and experiences for our customers. In this talk we will share how we are skilling and reskilling our workforce and helping our clients through "Online DevOps Dojos". The Online DevOps Dojo is a series of learnings and hands on micro labs which follow the guidelines of reference books such as "Accelerate" and the "DevOps Handbook". More that online learning experiences, we are talking here about online lab environments, supported by a (funny) story of a fictitious team.

    Half presentation, half demo, this talk will open your eyes on skilling and opportunities linked to training for DevOps the "Dojo" way.

    One last thing: the learning modules are open source: we invite the DevOps community to use and also contribute!
  • Inside ITSM and DevOps in 2021 Recorded: Feb 18 2021 59 mins
    Panel of Experts
    The relationship between ITSM and DevOps has been described as both a match made in heaven and a significant culture clash. However your business sees it, it’s clear that in 2021 businesses need to be firmly on board with both in order to create a winning digital employee experience and deliver to customers efficiently and quickly.

    Join this expert panel, where DevOps and ITSM leaders share how ITSM and DevOps can work together to achieve superior outcomes. They’ll discuss:

    - Why it’s important that, in the words of opensource.com, DevOps and ITSM ‘call a truce’ - and how this can be done
    - Why it’s crucial teams focus more on collaboration and outcomes rather than processes and outputs
    - Lessons learned from pitting ITSM and DevOps against one another, and how they can transform business cultures - and bottom lines
    - And more
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