Browse communities
Browse communities
Presenting a webinar?

Will Experiences of Your Services Captivate at the Speed of Thought?

Kobi Korsah, CA Technologies
The revolution driven by mobile and cloud technologies is redrawing business fortunes. Always-on customers armed with smart technology and unlimited choices at their fingertips are reshaping markets at the speed of thought. Meanwhile, competitors and innovative new foes are applying this 21st Century IT to revitalize familiar offerings, build new services, and even create new markets to captivate customers.
Despite a flat IT budget and limited resources can you afford not to increase IT reaction speed and innovation? What will slow reactions or service experiences do to your business? How realistic are your service innovation prospects or chances of playing in those new markets?
Too much time and resource is wrapped up in ‘keeping the lights on’. Not nearly enough is spent on innovation to deliver strategic business advantage. Join us and Ignite IT to transform your organization from strictly maintaining technology to driving new business innovation by improving efficiency and harnessing IT complexity to deliver business sophistication.
Jun 6 2012
52 mins
Will Experiences of Your Services Captivate at the Speed of Thought?
Join us for this summit:
  • Channel
  • Channel profile
  • Top 10 reasons why 50% of IT Projects fail Apr 29 2015 3:00 pm UTC 45 mins
    Jerry Kopan, Director of ITSM PMO, Mountainview ITSM
    This presentation will review the top 10 reasons why IT Projects have a 50% failure rate. This summary is based on our ITSM Assessments of over 100 customers. The ITSM Assessment is the first stage of our ITSM Improvement Program.
  • Integrating UC and Customer Service in the Cloud to Improve Response Time Apr 28 2015 3:00 pm UTC 60 mins
    Paula Bernier, TMC; Fabio Ramos, RingCentral; Steven Larsen, Zendesk
    In our always-connected business world today, customers expect instant and seamless communications. Come learn how companies of all sizes can decrease response times, increase agent productivity and improve customer satisfaction while reducing demand for IT support.

    What attendees will learn:
    - Trends in customer care and communications – expectations in our always-on world.
    - Ways to offer consistent customer experiences across an array of communications mediums
    - How to enable high-definition voice and video collaboration to users – even those on mobile devices
    - Exciting new developments in integrated communications and customer
    - Ability to streamline communications in the cloud
    - How Zendesk and RingCentral integrations enhance customer satisfaction
  • How To Use Lean IT As a Practical CSI Methodology Recorded: Apr 23 2015 44 mins
    Troy DuMoulin, VP, Research, Innovation & Product Development, Pink Elephant
    In this session Troy will explain Lean’s major guiding principles, improvement methods and how they are practically used to enable ITSM- Continual Service Improvement.

    Simply put, Lean IT improvement methods focus on achieving customer value while eliminating wasted steps and optimizing process value streams. Or in other words, do more with less by preserving value with the least amount of effort. While ITIL does a good job of describing the concept of Continual Service Improvement, Lean takes it one step further to give you practical and repeatable tools to accomplish this important goal. Come to this session and you’ll walk away with an understanding of what Lean IT is and why you will never design or improve another process without considering it through a Lean Fit for Purpose, Fit For Use Lens.
  • Insight from the Experts: Making Service Management a Best Practice Recorded: Apr 23 2015 42 mins
    Andrew Harsch, Director of Product and Portfolio Management and Royce Millet, U.S. & Canada Service Management Office Leader
    Simply installing a new ITSM tool does not suddenly mature an organization or the processes they use. Achieving excellence in service management takes time, experience and learnings from others. Join Unisys and one of our Service Management Leaders, Royce Millet, of the Unisys Service Management Center of Excellence as we discuss this topic and dig into the Applied Service Management areas of Major Incident, Problem, Change and Request Management.

    Hear from a service practitioner just like you who has cultivated the tips, tricks and best practices that have been developed as part of Unisys world class service management operation.
  • Adopting best practices based on ITIL- Where do I start? Recorded: Apr 23 2015 46 mins
    Javier Garcia Bolao, ITSM and IT Security Consultant
    "We have decided that we should adopt ITIL as a framework of best practices for managing our IT Services. But where should we start?"

    This webinar will help you to avoid undesirable situations and to foresee the main obstacles that you can expect when trying to keep the whole service lifecycle under control from the beginning. A set of simple recommendations will help you to effectively out in place the processes that will turn your IT organisation into a controlled environment according to the best practices described by ITIL.
  • How to Implement ITSM as a program in the real world Recorded: Apr 23 2015 49 mins
    Peter Hubbard, Pink Elephant
    Many organisations struggle to implement a successful ITSM program, with multiple attempts at the same issue being undertaken with almost clockwork like regularity every 3-4 years. But why is it so hard to implement an ITSM framework that delivers real business value? How does a Program Manager even approach this issue? Where is the checklist for implementation success?

    Join Peter Hubbard, Pink Elephant EMEA, as he maps out a structured approach to successful implementation of an ITSM initiative. He will discuss the considerations of which processes should be attempted first, the importance of the toolset, and, the one underlying area that is almost always neglected but is responsible for the failure of over 60% of all ITSM implementation projects; The people who have to work in alignment with the new world. And yes…. There will even be a checklist for implementation success.
  • ITSM Strategies need Best Practices for Demand and Use too Recorded: Apr 23 2015 44 mins
    Mark Smalley, The IT Paradigmologist
    The focus of many ITSM strategies and best practices is to supply excellent IT services to the business. So what's wrong with this? The problem is the 'supply' perspective. Unless the business has strategies and best practices for demand and use of IT services that complement the process for supply of IT services, it's like a car manufacturer providing cars for inexperiences drivers who also don't know which route to take. Enterprises get much more return on their ITSM investments by addressing the whole value cycle, and this presentation uses the BiSL framework to illustrate the parts that supply-biased approaches tend to neglect.
  • Street View of Service Management Recorded: Apr 22 2015 51 mins
    Suzanne Van Hove, CEO & Founder, SED-IT and Mark Thomas, President, Escoute Consulting
    Have you ever tried to change lanes on a packed, fast moving highway and no one would let you in? Have you felt something was missing in your Service Management initiatives but didn’t know where to look? Too often Service Managers get “stuck” in a single framework, methodology or standard because the fast-moving pace of consulting and service delivery doesn’t allow for time to conduct the necessary research to find the essential information to fill that gap.

    This hands-on, action-packed presentation is filled with great information on ‘how to merge’ the Service Management highway and is delivered by well-known experts in Service Management, Mark Thomas and Suzanne Van Hove. The participant will interact with a real-life caselet and apply the developed Five Anchor approach to create an improvement plan based on the best information that COBIT®5, ISO/IEC 20000 and ITIL® can offer. Learn how to develop your own street view of the Service Management community by creating a robust and integrated improvement plan and walk away with the tools to help you deploy the technique in your own environment.
  • Past and Present: 25 Years of Service Desk KPIs Recorded: Apr 21 2015 62 mins
    Jeff Rumburg, Managing Partner, MetricNet
    Service desk KPIs have evolved and matured significantly over the past two decades. Today’s service desks routinely track twenty or more KPIs, and the focus has shifted from tactical/operational metrics to the more strategic metrics of business value and ROI. In this session, you’ll take a journey through the past and explore twenty-five years of service desk benchmarking data. Attendees will learn about the most common service desk KPIs, changing averages in service desk performance, the evolution of KPIs, the holistic discipline of performance measurement and management, and what today’s KPIs tell us about the future.
  • What is HP Data Center Automation Appliance? Recorded: Apr 21 2015 43 mins
    Andy Mackay and Camilo Cuervo, HP Software
    HP’s new Automation solution offering for the mid-market is an excellent way for customers to manage their day-to-day tasks and operations with ease, all from a single virtual appliance.

    Register for this webinar to hear more about HP Data Center Automation Appliance and how the new virtual appliance combines HP’s market leading Data Center Automation strengths from HP Server Automation (SA) and HP Operations Orchestration (OO), into a production-ready virtual appliance that can be easily personalized.

    During this webinar we will also highlight key use cases behind the new virtual appliance, such as:
    • Powered change management using industry leading out of the box content
    • Process IT Operations made easy
    • Frontline defense (control access to servers as well as securing exploits or open server and application vulnerabilities in the datacenter)
  • Why ITSM needs ITAM (and vice versa!) Recorded: Apr 21 2015 46 mins
    Leslie June, Strategic Business Process Consultant, ITAM, Linium
    The classic ITIL model includes a process function for SACM – Service Asset and Configuration Management, but what does SACM include? What is the scope of Configuration Management? What is the scope of IT Asset Management? Where is the overlap? What are the dependencies? Most importantly, how does ITAM strengthen ITSM and how does ITSM strengthen ITAM?

    - ITAM / CM Information Consumers and Providers - The 5-box model
    - When is a single instance of hardware or software an asset? A CI? Both? Neither?
    - What informational attributes provide value for the IT asset? For the CI?
    - Where does the information (data) come from and how does it get into the asset record? CI?
    - The cradle to grave lifecycle of hardware and software in the business environment
    - Communication 101
    - Keys to success – How do we exceed our expectations for ITAM / CM?
  • Winning ITSM: Strategies for Customer Engagement & Adoption Recorded: Apr 21 2015 40 mins
    Phyllis Drucker, Linium
    Cloud, Big Data, ITSM – all things we should be doing. Right?

    Perhaps. As IT professionals, we’re often so heads-down keeping the lights on that we forget why we’re doing all this work in the first place: Our CUSTOMERS! This session begins with offering some key reasons companies implement Service Management and how it can bring value to the organization, followed by implementation strategies that rely heavily on customer engagement. Listeners will be able to clearly envision where customer involvement is critical vs. those internal processes they can craft themselves.

    Key points of this session include:
    - Engaging customers in the processes of Service Strategy
    - The importance of customer involvement in Service Design
    - Adoption and buy-in for service improvement
    - The importance of the “service review” meeting
  • ITSM in the Cloud Recorded: Apr 15 2015 34 mins
    Rick Leopoldi, President and Managing Business Consultant, RL Information Consulting LLC
    This paper discusses the need for ITSM in Cloud Computing, where best practice processes and methods are applied in each of the 5 ITIL V3 Areas and why.
  • ITIL Dead? Think Again! Recorded: Apr 15 2015 51 mins
    Robert E Stroud, CA Technologies
    Whether your organization in the middle of a long running ITIL implementation that is failing to deliver the benefits or you are playing with DevOps to solve the problems of continuous innovation that ITIL doesn't solve, it is clear the ITIL framework must evolve.

    This webcast focuses on the current state of ITIL in today’s IT-enabled businesses and explores some of the challenges ITIL faces as businesses demand more agility and rapid-time-to-market from their IT organizations, and why there’s hope for ITIL.

    This session is approved for 1 priSM Professional Development Unit (PDU) credit.
  • ITSM Tools Architecture: Taking a DevOps look at Automation Recorded: Apr 15 2015 49 mins
    Valerie Arraj, ITIL Expert, Compliance Process Partners
    DevOps is driving the evolution of Service Management. The nimble, yet integrated execution of a DOSM (DevOps Service Management) strategy requires a thoughtful and holistic automation architecture. This session takes a high level look at the building blocks.
  • What’s new in HP ITSM Recorded: Apr 9 2015 57 mins
    Jacques Conand & Tonya Scherba, HP Software
    IT Service Management systems are great collectors of stuff – requests, changes, survey results, etc. What they’re not so great at is sorting out what is most important and helping us to act on it! That is until HP Service Anywhere.

    Join us in this session to see how HP Service Anywhere helps end users act on their needs, their assets; agents act on requests, incidents, changes, and releases.

    Find out how Service Anywhere helps transform the way IT service desk agents work – boosting service quality and increasing productivity – all powered by a big data platform, provide high scalability and rapid processing of unstructured and structured data to deliver current and relevant information.

    Join us to learn how the industry’s first Big Data service desk delivers service insights once thought impossible.
  • Optimize Customer Signup Flows Online and in Your Mobile App Recorded: Apr 9 2015 48 mins
    Chris Morton, President, Block Score; Lisa Aguilar, Marketing Manager, Jumio; James Bickers, Sr Editor, Networld Media
    In today’s online and mobile environment, financial service organizations are struggling to comply with a multitude of regulatory requirements that impede online and mobile customer signups. What is the best way to signup customers while still complying with regulations and mitigating fraud?

    Join us for a live webinar, “Optimizing customer signup flows in your mobile and web channels” and listen in as experts in ID authentication and identity verification discuss various strategies that will help you:

    · Quickly and safely signup customers through your mobile and online channels
    · Remain compliant with regulatory requirements without adding additional operational overhead
    · Reduce customer sign-up abandonment

    Don’t lose another customer because you can’t offer a real-time sign-up process through your online and mobile channels. Join us and learn how to optimize your sign-up flows, and enable anytime, anywhere through any digital channel customer account opening.
  • Reduce time-to-market by following a DevOps approach Recorded: Apr 1 2015 54 mins
    Dave Langlais, HP Software
    With more than 100 applications in production, a leading bank needed to reduce the time required to deploy and update its apps. By implementing an automation solution from HP, the bank reduced the application time-to-deploy by nearly 8X. Now the bank follows a seamless and standardized approach for deployment.
  • Why Capacity Management is Essential for a Cloud Strategy Recorded: Mar 26 2015 50 mins
    Marina Yesakova, Sr. Marketing Manager; Giuseppe Nardiello, Sr. Product Manager, BMC Software
    To realize the full benefits of the cloud, you must choose a cloud that fits your needs and supports your organization’s cloud workloads. In this webinar, we will discuss the results of a Forrester Consulting study that show why capacity management is essential to your cloud transformation strategy. You will learn how capacity optimization tools manage workloads in the cloud and help you:

    • Gain visibility into capacity utilization at the resource, service, and business level.
    • Support timely decision-making on IT investments.
    • Increase agility, reduce IT costs, and minimize risks.

    Learn how capacity management will help you understand and optimize your environment to support effective decision-making aligned to business priorities.
  • 9-min - Benefits of Hosted Voice with QoS -and- Ensuring Call Quality Recorded: Mar 25 2015 10 mins
    John Scarborough, SVP Marketing & Product Management, MegaPath
    In the first half, learn the competitive advantages of Hosted Voice features and Quality of Service. In the second half, see how the "Three legs of a stool" work together to achieve call quality.
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.

Embed in website or blog

Successfully added emails: 0
Remove all
  • Title: Will Experiences of Your Services Captivate at the Speed of Thought?
  • Live at: Jun 6 2012 2:00 pm
  • Presented by: Kobi Korsah, CA Technologies
  • From:
Your email has been sent.
or close
You must be logged in to email this