Secure and Trusted Electronic Signatures with Adobe EchoSign

Mark Middleton, Adobe
With over 4 million users worldwide, Adobe EchoSign is the leading electronic signature provider, delivering efficiency and security to your the signing process for any document, contract or form. For operations such as finance, HR or legal, EchoSign enables streamlined operations, and for sales EchoSign offers accelerated revenue acquisition and improved customer satisfaction. See how EchoSign has transformed brand name companies from all industries - Aetna, Cigna, Facebook, Google, Time Warner Cable -- as well as thousands of small and medium businesses.
Jul 31 2012
30 mins
Secure and Trusted Electronic Signatures with Adobe EchoSign
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  • Service Desk Management – Lions & Tigers & Bears…Oh my! May 15 2014 12:00 pm UTC 45 mins
    Ingrained into all of us is the notion that we must treat people equally. On the Service Desk, if you treat all analysts equally, be prepared to see the backs of your best staff as they walk out of the door.
    In this webinar, we will be looking at the different types of analysts, how to hire the right fit, and how to manage them collectively and individually:

    -The Lion: takes pride in the service provided and leads the rest of the team
    -The Tiger: loyal and patient, who will follow his leaders and is deeply in-tune with what is going on around him
    -The Bear: a solitary individual who doesn’t play nice with others and will hibernate for six months of the year if allowe
  • The Ins and Outs of People on an IT Service Desk May 15 2014 10:00 am UTC 45 mins
    During their professional careers, Ian and Greg have navigated a number of roles in, on and around a wide variety of service desks, observing technology, processes and IT’s most important and complicated component - its people.

    In this sideways look at the service desk, Greg and Ian propose a model to describe the people dimension, arguing that a better understanding of the people can bring big benefits to IT’s most fundamental team.

    Whatever your role in IT, getting more from and giving more to front line teams can help to improve service management, not just customer satisfaction
  • The Secrets of Request Fulfillment May 15 2014 9:00 am UTC 45 mins
    Service Requests are some of the most common and highly visible interactions between an IT department and the business it serves.

    Implementing a smooth way to assist users in selecting the requests that are relevant to them and tracking them across their lifecycles is a key goal in providing business value for the majority of the users. Done right the Service Request process raises the profile of the IT department with the user base. Done wrong it is one of the most commonly referenced issues that exists between the user base and the IT department as a whole.

    This presentation will explore the secrets of successful request fulfilment, the Do’s and Don’ts of how to set up this high traffic, highly visible and highly useful process.
  • A Success By Any Measure: Metrics-Centric Management for the Service Desk May 14 2014 8:00 pm UTC 45 mins
    Managing a Service Desk in today’s lightning-fast IT world is challenging in the best of circumstances. As such we reach for each and every tool that we can bring to bear to give supervisors, managers, and directors the edge they need to lead their teams towards success.

    Matthew Aaron, Service Desk Supervisor for Independence Blue Cross, completely transformed his team by establishing strong metric analysis and by using this data to guide decision making. Spend some time with Matt learning how he created real, actionable results for his team simply by changing the numbers and how they were looked at.
  • It’s Getting Cloudy in IT Service Management May 14 2014 1:00 pm UTC 45 mins
    There is no doubt that cloud computing is rapidly advancing in the marketplace.
    New cloud based applications and services are coming to market quicker than ever, boasting of reduced cost of acquisition and operation. For some cloud services the pay as you use model is seen as very attractive for many organisations.

    Cloud computing, in its current form, is still relatively new. Best practice frameworks, including ITIL ®, and standards need to catch up and provide guidance on how best to use, deliver and consume cloud based services.

    •Can organisations wait any longer for basic guidance on managing cloud based services?
    •What are the burning issues and gaps in the current best practice guidance?
    •What are the key issues traditional service management are having to face when looking to adopt cloud based services?

    The answer to these questions and more will be provided during this presentation.

    This session will benefit CIO’s, CTO’s, IT Managers, Service Delivery Managers, Service Architects, IT Service Management Practitioners and anyone that wants to understand the effect that cloud based services is having on traditional IT design and delivery.
  • Service Desk : Springboard for a Service Management Career May 14 2014 10:00 am UTC 45 mins
    Once upon a time, when ITIL was young, a role on the service desk was seen as a valuable background for a generation of diverse service managers who championed the voice of the business within the IT department.. Then a darkness fell over the land and the service desk was cast into the dungeons of the IT department. In a fast changing, non-linear world dominated by shadow IT, self-service and search engines the role of the service desk is undergoing a renaissance and the service desk agent of 2014 is ideally positioned to gain the skills needed to once again drive IT forward....if traditional IT management recognise the need for change.

    This session will look at the changing IT eco-system, the concept of a Service desk 2.0, the current ITSM skills gap, and the opportunities to pursue an ITSM career based on experience gained in a service desk role
  • Catalog or IT Portal: Putting Catalogs in Context of Interfacing w/ the Business Recorded: Apr 10 2014 46 mins
    When some organizations talk about “service catalogs,” what some of them really mean is “service request catalog” or even “employee self-help.” The service catalog and the service request catalog are typically critical components of an IT Portal that facilitates a wide array of interactions at all levels between the business and their IT service provider.

    This session will discuss the relationship between these catalogs as well as other artifacts and managing the interfaces with the business at the operational, tactical and strategic levels via an IT Portal on the intranet. How can we more effectively serve our users and customers by managing such a portal and leveraging well-constructed catalogs? Imagine the possibilities.
  • Service Catalog and Request Management Recorded: Apr 10 2014 63 mins
    In this session, long time industry experts Torrey Jones will discuss and demonstrate a Best Practices approach to Service Catalog utilizing HP’s newest SaaS Offering, Service Anywhere. As part of this discussion and demonstration, Torrey will cover how automation can help drive user satisfaction, and positively impact users adoption of a Service Catalog.
  • How Service Catalogs Make IT a Better Enterprise Business Partner Recorded: Apr 10 2014 47 mins
    Standardized service-catalog offerings are an effective way to give cloud consumers instant access to services they want - while still keeping the necessary corporate controls in place.

    Attend this webinar to hear how IT executives can use service catalogs to elevate the business value of cloud-driven enterprise initiatives.
  • Designing a Service Portal from the Outside-In Recorded: Apr 10 2014 49 mins
    A Service Portal is typically a website that hosts service catalogs, request catalogs, related content, feedback methods supporting ideas and complaints, and shopping cart styled order fulfillment procedures. It also acts as the public face of a service business or service provider organization, such as an IT department.

    Traditional IT Service Management initiatives call for some of the elements of a portal to be developed, such as a service catalog, and it’s been habit to design and develop these from the inside-out, from the perspective of the provider, with negative consequences to the customer experience, IT brand image.

    In this presentation we shall explore the approach used by successful service businesses in designing a service portal from the outside-in, from the perspective of the customer, ensuring ease of use and a suitable service experience. Other topics will include:

    - Common mistakes and myths associated with ‘service catalogs’;
    - The functional elements of a service portal and the five design planes;
    - The key concepts of persona, consumer scenario and story in portal design;
    - The role of a ‘service safari’ in understanding the basic needs of customers;
    - How to configure the portal with a knowledge base and request management capability;
    - The organizational consequences of an outside-in approach.
  • Service Catalog: Just Because You Build It, Doesn’t Mean They’ll Come Recorded: Apr 10 2014 47 mins
    Do you struggle to get people to use online service catalog? You are not alone! Driving user adoption can be challenging. Today, for many organizations the value of service catalog is elusive and even when implemented successfully, its full value is not realized.

    Join us in this insightful discussion that is sure to help you double your service catalog adoption.
  • Service Catalogue…. The end is nigh? Recorded: Apr 10 2014 46 mins
    A lot of people have said many things about Service Catalogue. But what is the reality? Has the Service Catalogue, as defined by ITIL V3 in 2007, been able to keep up with the demanding, highly tech-savvy, consumerized workforce? As a leading Service Catalogue tool vendor, we see these realities first hand… and we believe the ITIL V3 Service Catalogue is nearing its end!

    This may sound strange coming from a Service Catalogue vendor, but we have seen a definitive shift in focus and we feel this is a game changer. So join Biomni’s CEO Angus Gregory and ITSM commentator Rob England (aka @TheITSkeptic) for a lively debate on what the world’s leading IT organizations are actually implementing and the business value that they are driving for IT and the businesses they support.
  • Getting Started: How to Implement Basic ITIL Request Fulfillment Recorded: Apr 10 2014 45 mins
    In this presentation, Greg Sanker will show you how to go from 'taking tickets' to managing service requests by implementing a basic ITIL Request Fulfillment process in your Service Desk. From personal experience, the presenter will show how basic Request Fulfillment can improve customer service even if you don't have a Service Catalog.
  • A Service Catalogue Can Turn Your Service Desk Into a True Business Partner Recorded: Apr 10 2014 57 mins
    A service catalogue does more than simply list the IT services an organisation provides. It helps IT engage with its customers and build and maintain relationships. It helps to establish boundaries and to set expectations. It helps to transform IT to a service lead organisation. It helps IT to find solutions, contribute to the bottom line and demonstrate business value.

    The service catalogue should be a ‘living’ catalogue where services and support levels can be added and removed as required. Requests for new services, when approved, need to be incorporated into the service catalogue. Listing to the business and its technology needs, now and upcoming, will better align IT with the business, helping the service desk to show real business value and helping to position the service desk as a true business partner.

    To make this happen, alongside the service catalogue should be a detailed plan outlining the Change Management and Request Management process.
  • Policy Management - how to achieve consistent and scalable IT administration Recorded: Apr 10 2014 45 mins
    Join this webinar and learn why consistency is the hallmark of an effective, agile organisation. With thousands of moving parts, ensuring that every user, every system is being managed consistently is critical. This webinar will show you how a best practice IT systems management software effectively defines, manages, applies and enforces IT policies across groups of machines.

    A state-of-the art Policy Management system streamlines the process of creating, setting and remotely applying IT policies to groups of systems across a distributed organisation. Administrators need to be able to view all policies from a single dashboard, customise them and assign them based on organisation, group, machine type, platform or any dynamic view of machines to ensure all systems are in compliance. By automating management by policies and enforcement, administrators can then take immediate action to remediate any system that is not in compliance.
    Benefits of a modern Policy Management system are:

    • Ensure distributed systems are in compliance with IT policies or recurring services
    • Streamline the process of applying and updating policies to multiple machines based on organisation, group, department or dynamic view
    • Achieve greater confidence that distributed systems are secure and in compliance
    • Manage policy enforcement of multiple groups of machines, applying varying and nested policies depending on security risk, business use or service level
    • New machines can automatically inherit policy settings without any intervention
  • The Service Catalog Portal – your window to the customer Recorded: Apr 10 2014 40 mins
    Are you interested in knowing how an online shop is managing the logistics involved in delivering your order in time? Do you order your goods three days later if you see that its status is set to "unavailable"? Do you buy services which are described unclear and nebulous in your private life?

    For many IT organizations, the Service Catalog is just the next CMDB nightmare. Yes, because the CMDB itself is simply a repository of relationships that has minimal value. The true value is in understanding how these relationships impact IT and business services.

    But your Service Catalog Portal is your single point of information for your service customers. So tune in to this webinar as Martin Pscheidl, Chairman of itSMF Austria and Manager of the KPMG IT Advisory helps you see how taking both a bottom-up and top-down approach will help you reach the point which perfectly aligns with what your customer wants and needs.
  • An Agile Approach to the Service Request Catalog Recorded: Apr 9 2014 47 mins
    How do you build a Service Request Catalog with over 100 requests in only a few months? One request at a time!

    Many organizations fail at delivering a Request Catalog because they take on automating all of their requests at once, underestimating the time it takes. An Agile approach to your Request Catalog project will help you get started and keep building momentum until the catalog is ready for release. The key is creating a cycle that enables you to keep defining requests while development is in progress.

    Based on experienced gained through implementing catalog’s for Linium’s customers, this webinar provides you with just that: an approach you can use that leverages Agile development methods and gets your catalog out the door faster than if you tried to do it all at once.
  • What is an IT-as-a-Service Catalog and Why is it a Necessity? Recorded: Apr 9 2014 37 mins
    Creating a service catalog is a critical first step in delivering cloud services and enabling users to order and consume IT services directly. Though a service catalog appears as a list of services to the users, to IT it represents a supply chain of services across various service types, levels, and providers. Organizations must consider a catalog solution that can be flexible to the needs of the business and grow with IT as they adapt to the cloud era.

    Join Gravitant as they outline characteristics and considerations for developing a service catalog. We will walk through what you need to consider when looking for a service catalog solution: automation, flexibility, contract pricing and dynamic catalog options.
  • Three Steps to an Experiential Service Catalogue Recorded: Apr 9 2014 48 mins
    The idea behind the Service Catalogue has been intoxicating for IT organizations. Give people a simple list of services to choose from and then deliver them, lowering costs and increasing efficiency in the process.

    But there is a fundamental flaw in this model. We have entered the “experience age” where customers want much more than a simple order form. They now measure their satisfaction based not solely on simplicity, but on the totality of their experience. In this session, we will explore how customer attitudes and expectations are shifting, the “Four Moments of Truth” in a customer experience and the three ways that you must change your approach to a Service Catalogue to adapt to this future.
  • Plan, Design and Operate Your Service Catalog Recorded: Apr 9 2014 47 mins
    Today many organizations are trying to build service catalogs. Names such as requestable service catalog, actionable service catalog and others have started to appear as projects within many organizations. ITIL gives some guidance but much more is needed.

    In this session, learn the differences and similarities in service catalogs. Also, learn how to plan, design and operate your service catalog for value in Consumerization of your services and managing the Industrialization of the service related to total cost of ownership (TCO) and return on investment (ROI). If you have not started on a service catalog project, this session will be useful for understanding why service catalogs for your practice of IT service management.
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  • Title: Secure and Trusted Electronic Signatures with Adobe EchoSign
  • Live at: Jul 31 2012 5:00 pm
  • Presented by: Mark Middleton, Adobe
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