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e-Meet the Customer: Can I still buy him/her a lunch?

Mainly due to Covid but not only, our relationship with the customers is being changed. While we are not able to have the same type of relationship with our customers, we must be able to adapt and find new ways to understand them. Are we still behind the first type of contact? Are we moving into a less 'Human' type of relationship?
Recorded Aug 11 2021 27 mins
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Presented by
Nuno Oliveira, Entrepreneur and Senior Strategy Advisor
Presentation preview: e-Meet the Customer: Can I still buy him/her a lunch?

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  • Employee Experience - The New Competitive Advantage Dec 7 2021 10:00 pm UTC 60 mins
    Karen Ferris, Director, Macanta Consulting
    Customer experience is driven by the employee experience.

    Customer experience (EX) is now the new battlefront. It is the differentiator. It is your competitive advantage. Customer experience has overtaken price and product as the key brand differentiator.

    It is therefore paramount to get the employee experience right.

    The Great Resignation – over 40% of the global workforce is considering leaving their job this year - has come about through The Great Realization that can be happy at work. The pandemic has allowed employees to reflect on what is important to them – not only in their personal life but also their work life.

    Massive change is afoot. Employees are in the driving seat having proved that remote working can work, they are no longer limited by geographical boundaries when seeking a new employer. They are demanding retention of the flexibility to choose where they work and when.

    The Indeed Workplace Happiness Study 2021 revealed that 97% of employees believe that happiness at work is possible and therefore will look for employers who can met their expectation.
    Unless you are an employer of choice, your will lose your talent and be unable to attract it.
    Service Management must move from managing IT to enhancing the employee experience.

    This presentation will explore:
    -The reason a great employee experience is imperative to organizational success
    -The role Service Management will play
    -The ITIL Guiding Principles for improved employee experience
    -The service management processes that drive the employee experience

    Key takeaways include:
    -Where to start
    -How service management can maximize the employee experience
    -The return on investment
  • 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 Recorded: Aug 13 2021 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.
  • Exploring the Event-Driven Approach in Accelerating ITSM Automation Recorded: Aug 13 2021 49 mins
    Mary Grygleski, Senior Developer Advocate at IBM
    There are a myriad of tasks, workflows, and processes within an IT organization that should be automated. The benefits of automation go beyond saving the enterprise money, as it also frees up time for the service desk agents to work on mission critical tasks and projects, such as those pertaining to increase customer satisfactions. However, most of the traditional workflow process models stemmed from a “factory-styled” view where processes tend to flow sequentially, or sometimes in parallel, but they would all follow a predetermined route. With the rise of the “modern enterprise” in which the “knowledge workers” need more flexibility in meeting the ever-evolving daily demands in the workplace, systems require a much higher level of agility. We will take a look at how the event-driven approach is a better alternative that can provide a more streamlined and efficient ITSM automation process.
  • Speed up service automation....by first slowing down! Recorded: Aug 13 2021 28 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.
  • e-Meet the Customer: Can I still buy him/her a lunch? Recorded: Aug 11 2021 27 mins
    Nuno Oliveira, Entrepreneur and Senior Strategy Advisor
    Mainly due to Covid but not only, our relationship with the customers is being changed. While we are not able to have the same type of relationship with our customers, we must be able to adapt and find new ways to understand them. Are we still behind the first type of contact? Are we moving into a less 'Human' type of relationship?
  • From Infrastructure as Code to Environment as Code Recorded: Aug 10 2021 30 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 Recorded: Aug 10 2021 40 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 Recorded: Aug 10 2021 37 mins
    Amélie Koran (Splunk), Ben Sapp (Digital.ai), Ramin Ettehad (Oomnitza) & Nuno Oliveira
    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!

    Moderator: Nuno Oliveira, Entrepreneur and Senior Strategy Advisor

    Panelists:
    Amélie Koran, Senior Technology Advocate at Splunk
    Ben Sapp, Insights Architect at Digital.ai
    Ramin Ettehad, Co-Founder & VP Business Development at Oomnitza
  • Being IN on Innovation - An art, a science, a mindset! Recorded: Aug 10 2021 62 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 Recorded: Aug 10 2021 38 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.
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  • Live at: Aug 11 2021 10:00 am
  • Presented by: Nuno Oliveira, Entrepreneur and Senior Strategy Advisor
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