How Cloud Platforms Can Make or Break Your Service Delivery
We’ll take a look at how an extensible and configurable cloud platform can make or break your service delivery and help you answer the question “Does moving to the cloud help or hinder my service delivery?”. You will better understand how IT service delivery can take advantage of available cloud technologies, what the pitfalls are and how they can co-exist with other aspects of your service delivery process.
Charl Joubert from University of Pretoria in South Africa explains why HP Service Manager with Smart Analytics leverages Big Data to be a game changer for problem management at the service desk and how amazing gains have been measured on daily tasks.
When adding new 10G infrastructure to your network it is best practice to validate performance before making it operational. Yet this step is frequently skipped - increasing the likelihood of future problems such as:
•More time spent troubleshooting
•Sub-optimal application delivery
In this webinar learn how the new OneTouch AT 10G Network Assistant facilitates 10G infrastructure acceptance testing with automated, 1-button standardised testing and reporting.
Learn how to take control of your data by using advanced encryption, centralized key management and cutting edge access controls and policies. In this session, Imam Sheikh, Dir. Product Management at Vormetric, and Tricia Pattee, HOSTING Product Manager will discuss how to proactively address PCI Compliance in the cloud, protect intellectual property and comply with data privacy and system integrity regulations. Join this informative webinar to learn about HOSTING and Vormetric data encryption security solutions and best practices that have helped leading Fortune 500 businesses protect their sensitive data across their private, public and hybrid cloud environments!
What you'll learn:
• How data encryption helps prevent data breaches
• How to address PCI compliance requirements in the cloud
• How to safeguard cardholder information that is stored in a variety of different databases and versions
• The HOSTING and Vormetric approach to securing data in motion and at rest
COMLINE has updated and improved its datacenter to the next generation, based on HP Cloud Service Automation and HP Operation Orchestration. COMLINE has built a secure and highly automated hybrid cloud architecture to deliver IT services to SMEs throughout Germany from an advanced data centre. Return on investment has been achieved in less than one year along with 80% company productivity gain.
Vistara service maps allow your IT operations teams to manage a service comprised of disparate resources as a logical entity. By visualizing service topology and understanding the relationships between resources and services, IT teams can proactively prevent business-impacting events and react to issues with better situational awareness.
Vistara Solution Architect, RK Kukunuri will demonstrate best practices to create service maps in Vistara, including the right planning methodology, setting up policies and for an application like Exchange, as well as a more complex composite cloud service.
KEPNER-TREGOE will talk about the role of Root Cause Analysis in the context of IT support functions, the pressures they face as well as the goals and needs for specific results when deploying different RCA and troubleshooting techniques. Furthermore, they will discuss the challenges of adopting new skills in high-pressure, complex, process-driven service environments and ways to overcome the gap between the theory of training and on-the-job proficiency via coaching and simulation.
Connecting assets to audiences with speed and scale requires a data integration solution that allows you to integrate in real time via APIs, do batch tasks such as data ingestion or synchronization and handle a variety of data sources -- from JSON to XML to EDI. With Mule 3.7, we introduced DataWeave, a simple, powerful way to query and transform all types of data.
We’ll be showcasing the power of DataWeave in the following scenarios:
- Highly performant mappings and transformations
- Simple one-to-one mappings
- Complex mappings (e.g. joins, filtering, partitioning)-
- Easy to write, easy to maintain, metadata aware mappings
KEPNERandFOURIE will explain the problem solving processes specifically designed for the IT environment. They will focus on the application of these processes to real world IT issues in which they have been involved. K&F will explain the importance of finding the technical cause of a problem/incident before trying to determine the Root Cause. They will also highlight the RCA application developed in conjunction with ServiceNow and available in their App Store.
The landscape of IT Service Management is rapidly changing unlike anything we have previously witnessed. This session will explore IT trends such as mobility, cloud, IoT, ITAM, social media, B2B, analytics, and how they will affect Service Management over the next five years. Learn how three key projects will help organizations keep up with increased Service Management demand despite shrinking IT budgets.
While organisations have used multidisciplinary approaches such as Agile and DevOps to improve the quality of, and speed with which , new functionality is developed and deployed, no value is actually realised until users use information and technology effectively and efficiently. Organisation lose 6% to 10% productivity due to IT issues and almost half of this is due to poor use. This presentation extends the traditional DevOps scope to address the actual value realisation from an outside-in perspective.
Steve Morgan, Director of Syniad IT & Daniel Breston & James Finister
This panel debate will put Service Integration & Management (SIAM) under the spotlight.
- Is it really delivering upon its promises?
- Are customers who retain it in-house realising the benefits they expect?
- Are Service Providers meeting the challenges posed by SIAM
- What does “good” SIAM look like?
- What are the signs it’s going well / badly?
- Do the business typically notice any difference in service quality?
- How does SIAM complement existing frameworks such as ITIL, COBIT, etc, and can / should SIAM form a framework in its own right?
- What have the ITSM tooling providers done to support SIAM organisations?
- What are the most effective characteristics of successful SIAM governance models?
- What does the future hold for SIAM?
This panel debate, hosted by Steve Morgan, Director of Syniad IT, will seek to find some answers and determine whether SIAM is really delivering upon its promises. Steve will be joined by Daniel Breston and James Finister, two leading experts in Service Management and SIAM implementations.
Gary Hardy, Christian F. Nissen, Sharon Taylor hosted by Mark Smalley
Most of us live in a service-dominant economy, yet we still think about services in goods-dominant terms that emerged from the industrial revolution. The Taking Service Forward initiative has embraced modern service-dominant thinking and proposes a ‘service architecture’ called the Adaptive Service Model (ASM). Its potential benefits include a better understanding of how to align services and the management thereof to customer needs, leading to more value for the consumer and lower costs for the provider. This presentation introduces ASM and how organizations can benefit from it by incorporating this thinking into their CSI initiatives.
Philippa Hale, Director & Senior Consultant at Open Limits and Associate Faculty at Henley Business School
What can IT leaders and teams learn about CSI from an 18 year old in a shed?
Last summer, my 18 year-old son James taught himself to use a wood
turning lathe and made a goblet with an ‘impossible ring’. This is not a proud mum story, (though of course I am!) but an exploration of how social learning – the behaviour - is the heart and driver of Continual Service Improvement.
Join me on Thursday 15th October at 11 am, UK time, to find out
The words “Customer Support” and “Customer Service” accurately describe the role of Service Desk and Desktop Support Professionals. Unfortunately, these words sometimes carry negative connotations, and do not accurately convey the strategic potential of user support. The fact is very few support organizations operate in a Strategic Paradigm. The result is that most do not fully exploit the inherent leverage of user support to achieve a competitive advantage for IT.
In this session Jeff Rumburg, Managing Partner at MetricNet, will discuss what it means to be a Strategic Support organization, and provide case study examples of support organizations that operate in a Strategic Support Paradigm.
Attendees of this webcast will learn:
•Three Sources of Leverage in a Strategic Support Organization
•Two Metrics to Measure Your Progress Towards Strategic Significance
•Key Success Factors for Achieving Strategic Enlightenment
•Benchmarking Results from Strategic Support Organizations
Is Continual Service Improvement (CSI) an afterthought at your organization? Has CSI implementation taken a “back seat” to other ITSM processes? What happens to all of the good ideas that the ITSM team comes up with as processes are designed and tools are implemented? What about improvements suggested from business partners? In this session, Doug Tedder discusses how the CSI Register can be just the means to a beginning of a culture and approach to Continual Improvement.
Richard Josey, Solution Architect, Edge Service Management by Unisys
Is CSI a specialized function, following a process from a book? In this session we will discuss various models for CSI and how they can be implemented within an organization. This session will show that CSI is not just something for mature ITSM organizations, but something we all can participate in, because of, or in spite of, our leadership.
Continual Service Improvement (CSI) provides the mechanism to enable IT to exploit the insight, knowledge and skills of its people to deliver the improvements that can make a difference and truly enhance customer satisfaction.
In this session we will look at how you can unlock the potential of your
teams and individuals to make CSI an integral part of the day job and
develop an approach where improvements however small can be viewed as a ‘marginal gain’ that in aggregate, i.e. lots of small improvements can make a big difference. The session provides the results from a case study to show how this approach can be successfully applied.
A Chartered IT Professional and industry acknowledged leader in the field of IT Service Management. Has a proven track record of delivering IT and organisational performance improvement through the adoption and deployment of IT and Quality Management best practice frameworks. An ITIL accredited author who has achieved UK and International recognition for his ‘thought leadership’ and is a regular contributor and speaker at Industry bodies and forums on IT best practice.
Mark Carrick, Continual Service Improvement Manager, Royal Mail Group
How do we effectively tackle the current, and mitigate the future, challenges of ITSM? How do organisations understand the customer needs and provide the right solutions? To what role, and how prominently, should we deploy our CSI capabilities? This session will help uncover how CSI can become the key to understanding the desired state of Service Delivery, how we are going to get there , and how we can measure progress in order to improve.
Continual Improvement is the underpinning foundation of lean and, believe it or not, ITSM. Why is this concept so rarely used or achieved? Why do people feel it is book 5 of the cycle and what is inside as to difficult to understand and introduce?
In his final session of his 6 part Lean ITSM series, Daniel Breston illustrates some simple concepts to ensure that you improve daily, not based on reports but based on the attitude, behaviour, climate and culture of your business, IT and suppliers.
Gene Kim, Damon Edwards, Gary Gruver and John Willis
We know that DevOps principles and patterns have been pioneered by the “unicorns,” the likes of Google, Amazon, Facebook, Netflix, Twitter and so forth, doing tens, hundreds or even thousands of deployments per day, while preserving world-class availability, reliability and security. However, unique challenges exist when DevOps transformations are undertaken in large, complex organizations.
The unique challenges include legacy applications, lack of automated testing, tightly coupled architectures, operating in regulated industries, powerful change management approval boards, security and compliance requirements, low trust bureaucratic cultures, and so on.
However, large, complex organizations are successfully transforming using DevOps, such as GE, Macy’s, Ticketmaster/LiveNation, Barclay’s, Nordstorm, Target, Raytheon.
In this webinar, Damon Edwards, Gary Gruver, John Willis, and Gene Kim will share their experiences and lessons learned about the unique challenges and solutions of implementing DevOps in large, complex organizations. They will also include lessons learned from the DevOps Enterprise Summit 2014 and goals for the conference this year.
-- Gene Kim, CTO, Tripwire;
-- Damon Edwards, Managing Partner, DTO Solutions, Inc;
-- Gary Gruver, author and experience technologist in Continuous Delivery and DevOps;
-- John Willis, author and evangelist at Docker, Inc.
Aruna Ravichandran,Vice President, Product and Solutions Marketing, CA Technologies
Speed. Quality. Innovation. That is what you are tasked with day in and day out... delivering superior user experiences that excite and engage your customers. But every benefit of beating your competition to market disappears if the app fails to perform in production. With development now happening in sprints, testing can no longer be sequential. Quality must be a focal point at every stage in the SDLC.
In this session, learn how to “shift quality left” to make QA more than just a single step in the SDLC. By automating the creation of test and virtual services, and enabling access to realistic test data and scenarios early in the SDLC is key, you can drive a pervasive, continuous quality process integrated earlier throughout the development process.
Milan Hanson, guest speaker from Forrester Research Inc.
In the Age of the Customer, applications are the face of your business and it is more important than ever to address performance and availability issues early in the software development lifecycle - before they get a chance to impact end users. Using Application Performance Management (APM) in pre-production is a best practice for creating and delivering applications that perform well and provide a great user experience.
In this session, Forrester Research guest speaker Milan Hanson discusses trends and directions for usage of APM in pre-production. And he relays results from the recent Forrester Consulting TEI Study for CA Application Performance Management (CA APM) illustrating the value in both pre-production and production.
To gain a better understanding of the best practices you should consider from the following topics, Milan will dive into:
• The importance of addressing performance issues in pre-production
• Trends and directions for the usage of APM in pre-production
• The value of CA APM according to the Forrester Consulting TEI Study
Dave Farley, independent software developer and consultant, and founder and director of Continuous Delivery Ltd.,
Many people working in software development spend their careers without seeing what good looks like. Our history is littered with inefficient processes creating poor quality output, too late to capitalise on the expected business value. How have we got to this state? How do we get past it? What does good really look like?
Continuous Delivery changes the economics of software development, find out how and why.
DevOps methods enable teams to ship software more quickly and frequently but that advantage is negated unless the reliability and sustainability practices of operations teams are included throughout planning and execution. Too many organizations that rapidly ‘sheep dip’ development teams in Agile practices that focus at the team level ignore the implications that arise at production scale. Join this exclusive webinar with Dan North of DNA who will discuss how enterprise IT teams can enable collaboration without coercion. Attendees will learn how optimizations can be leveraged across both dev and ops teams so that the constraints that arise in stovepiped approaches are avoided.
Richard Josey, Solution Architect, Edge Service Management by Unisys
Have you ever wondered how people view your CMDB? CMDBs have many users from different groups all with their own needs and perspectives. The better these needs are served the higher the value of your Configuration Management process and CMDB is to your organization.
This session will explore the different stakeholders in Configuration Management and how this affects your process and CMDB design.
Philippa Hale, Director & Senior Consultant at Open Limits and Associate Faculty at Henley Business School
Imagine coming home and finding someone had packed up all your stuff and moved you to another house. How would you feel? How soon before you were up and running again? And what if you were then moved again? And again? Uncontrolled changes and releases can feel like this to our colleagues across the business. Do we take enough responsibility for the impact of our changes on our colleagues' day-to-day workload, and on our organisation’s ability to do business?
Join me for an exploration of how to manage our reputation and credibility by being more pragmatic and organisationally aware.
Getting a release that is of value based on configuration items that are known, during the cycle of change, has been the hardest aspect of ITSM since it's foundation. However, there are some simple things you can do to create a flow of work that everyone understands, linked to roles and responsibilities, KPIs, and business strategy.
In part 5 of Daniel Breston's 6 part Lean ITSM series, he explores why IT exists, and how to ensure that what IT creates and delivers is done for good reason and in a value-oriented manner, based on DevOPS, lean, Agile and ITSM.
Historically, the viewpoint of change management has typically been that it’s best left for organizations that rely on the established processes and guidelines of ITIL. However, continuous deployment methods and ideologies such as Agile IT, DevOps, and bimodal IT have ushered in a new era of high velocity performance that demand change controls to minimize risk, ensure compliance, and provide total visibility across the entire enterprise.
The question begs - Are traditional ITIL-based processes the only true way to effectively implement change management? Or can there be room in the Agile IT world for change tracking and regulatory compliance without becoming a hindrance to speed and productivity? Join George Spalding, EVP, Pink Elephant and Adam O’Brien, Product Marketing Manager, SunView Software as they tackle the tough questions regarding ITIL, DevOps, and change management within an Agile IT environment!
George Spalding is the co-author of ITIL® V3’s Continual Service Improvement core volume. George Spalding was recently awarded the 2012 Ron Muns Lifetime Achievement Award from HDI and is one of the world’s most insightful and engaging IT Service Management and Support experts. In addition to his extensive commitment to improving the industry, George spent several years as a consultant to the White House on technical presentations and White House conferences. He also coordinated technical presentations for members of the President's cabinet, the Smithsonian Institute, and the Federal Bureau of Investigation. George is an ITIL Expert, he is a regular author of IT articles and white papers, and is a presenter at global ITSM conferences and events.
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.