Optimize your software investment for worry-free vendor license audits
Software license optimization through HP Software Asset Insight Service
In this webinar we will discuss the business case for Software Asset Management and present HP’s two-step, gradual approach to successfully realize it. You will learn where to start so you can set your foundation and we will cover the top three initial scenarios through HP’s Software Asset Insight service followed by an overview of HP’s Software Asset Management solution to:
• Discover your software install base
• Successfully manage license assets and related contracts
• Reconcile your inventory versus license entitlements
You will also hear how a leading European Telecommunications Organization was able to reduce their Capex and Opex by renegotiating contracts based on collected data, and accelerate response time to procurement queries while improving their business decision support with structured data.
RecordedMar 12 201351 mins
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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
Daniel Breston, Chief of DevOps Transformation, Ranger4
How do you know you are on course?
How do you know your Agile is making things faster?
How do you know your ITSM is making things safer?
How do you know your lean is making things better?
How do you judge whether you are improving or getting feedback at the right time and for the right purpose?
How do you know feedback is being used?
DevOps is there is help guide you on WHY you want to use metrics that are key and what these metrics will help you change. DevOps challenges you you to use them wisely though and this in itself is a cultural shift. Metrics drives collaboration and communication. Learn more via this session on how Key Indicators of Performance can help your idea to realisation (development of an idea until it goes operational) lifecycle.
Cost vs. quality: It’s a perennial issue in technical service and support. Drive your costs too low, and you risk sacrificing the quality of service. Conversely, if you push quality too high (yes, that’s possible!), then you drive your costs through the roof. Understanding the cost/quality tradeoff is the most critical step toward optimizing your support model.
Using data from more than 300 benchmarks worldwide, Jeff Rumburg will illustrate how top-performing service and support organizations strike an appropriate balance between the cost of service delivery and the quality of support provided. He’ll share simple yet powerful techniques that will enable organizations to pinpoint their position on the cost vs. quality curve, determine if higher (or lower) quality is justified, reduce costs without sacrificing quality, and improve quality without increasing costs.
Finally, he’ll share an interactive scorecard that organizations can use to determine whether service and support has been optimized, and, if it hasn’t, to identify the tangible steps needed to achieve an optimized support model.
David Smith, President Micromation Inc., ITSM, ITIL, Lean, TCO, ISO, Author – Implementing Metrics
What’s the new digital business model used by leading organizations?
Leading organizations are tapping into a new IT model for extremely fast concept-to-cash or low time-to-market, andmuch lower operating and capital expenditures vs. being replaced by a startup or an App.
Imagine up to 200 times faster software deployment, 30 times increased deployment frequency, and 60 times higher change success rates. The data doesn’t lie.
Organizations such as Netflix, Spotify and Facebook are transforming IT by successfully implementing DevOps principles.
You don't have to be a hot internet company or a gigantic enterprise to be a DevOps leader.
Companies large and small, young and old, have magnificently made the transition and have the proof of success in their pockets.
This session is about how savvy IT managers are implementing a new digital business model to run IT like a business.
Charles Betz, IT Strategist, Architect and Advisor
What is DevOps? Where did it come from? What do it and the broader Agile movement mean for the enterprise, and for IT service management? The good news is that from a customer perspective, DevOps is one of the best things to happen in years. The challenge is that DevOps has a radically different approach to process, risk management, and IT operating models. It is transforming our basic understanding of how IT work gets done, and even how it is defined.
Come and hear an experienced enterprise architect and ITSM professional talk about a variety of cases and examples illustrating just how fundamental the DevOps challenge is for ITSM. Key points:
-DevOps culture, practices, and automation
-The trend from “project” to “product” management and what this means
-The Kanban emphasis on limiting work in process and understanding IT demand in a unified way
As a bonus, attendees will receive a brief introduction to the free, open source project Calavera, a functioning DevOps toolchain in miniature using Vagrant, Chef, Jenkins, and other modern tools. Calavera can be easily installed as a virtual environment on a modern workstation or laptop for training and educational purposes.
DevOps Agile Skills Association (DASA) is a non-profit organization that provides an open global community for DevOps and Agile Skills development. It is organized as a community-driven organization open for participating member organizations to help define role based competences and learning curricula. Wakaru Oy is a forerunner member of DASA and is taking part in the development of DASA competence model.
Presentation will cover the basis of DASA DevOps framework and the competence model. Participants will gain valuable insights into the DevOps Principles that DASA has embraced in the development of our Competency Model and Qualifications Scheme.
More info can be found here: http://godasa.org/ or https://www.oppia.fi/kurssisivu.php?id=7c43f8c707f1aede0a4350694d73cddc (in Finnish).
User expectations are changing. Users demand a better user experience with support, fast response and short resolution times. At the same time, IT is under pressure from the business to reduce risk and cost. In this world, the service desk continues to be the main bridge between the business, users and IT. Hewlett Packard Enterprise has added a new offering, HPE ITSM Automation Suite, an on-premise software suite which helps today’s IT organizations meet these new needs. HPE ITSM Automation Suite provides all software needed to build your big data service desk.
Join this webinar to learn about:
What is HPE ITSM Automation Suite and why you should care?
How the ITSM suite will help to automate core ITSM use scenarios
How to improve user experience and agility with a big data service desk
Strategy and direction of HPE IT Service Management Automation Suite (incl. Service Manager)
Paul Rohan, author of "PSD2 in Plain English" & Danny Healy, Banking API Specialist, MuleSoft
Open Banking is set to disrupt the financial services value chain. Across the world, this disruption can already be seen with a number of innovative initiatives emerging and with pressure from regulation, such as PSD2 in Europe, beginning to impact institutes.
With the foundations starting to build, what are the common approaches to Open Banking and how can you avoid the pitfalls?
Hear from MuleSoft Banking API specialist Danny Healy and industry veteran Paul Rohan, author of "PSD2 in Plain English", for a unique business and technical insight from the leaders in API-led connectivity.
Will you simply survive? Or change to thrive, in an Open Banking world?
Charles Betz, IT Strategist, Architect and Advisor
The Open Group IT4IT™ Forum was launched in October 2014. The mission of this new Forum is to develop, evolve, and drive the adoption of The Open Group IT4IT Reference Architecture, a "business architecture for the business of IT."
This presentation will provide a brief overview of the IT4IT Reference Architecture that covers the entire IT value chain, from strategy and architecture through application development to service management and operations. It will then go into further detail on the work of the IT4IT Agile Workstream, which provides the following guidance:
- a standard reference architecture for representing portfolio and product backlogs
- a standard reference architecture integrating a DevOps toolchain in an ITSM context
- Identifies the queues typically found in the managed IT environment, facilitating greater visibility into work-in-process
- Reconciling Agile frameworks (SAFe, Kanban) with traditional process frameworks
Desktop support has evolved dramatically in recent years. From virtualization and remote desktop control, to the rise of SWAT teams and staff augmentation, most desktop support organizations bear no resemblance to their predecessors.
In this webcast, you’ll receive industry data that illustrates key trends in desktop support. Jeff Rumburg will reveal the underlying drivers of these trends and their implications for the future of desktop support, including what today’s KPIs tell us about the future, the impact on people, process, and technology, and how to position desktop support for future success.
Mike Fulton, President Americas Division, CC and C Solutions and Mark Smalley, The IT Paradigmologist, ASL BiSL Foundation
IT people always seem to have regarded themselves as ‘special’, feeling entitled to exclusion from regular business practices, norms and maybe even ethics. Slowly but surely, the laws of corporate gravity are bringing IT people down to earth and assimilating them into the enterprise. On the one hand, IT people are realizing the inevitable need to codify and standardize. And on the other hand, now IT has clearly become a significant business asset, increasingly IT-savvy business people simply won’t tolerate it.
This presentation takes a look at the IT function as if it were a regular business department, using well-accepted concepts such as business models and operating models to get a better grasp of the components that need to addressed.
The new Open Group IT4IT standard – as supported by enterprises such as Royal Dutch Shell, Accenture, Achmea, HP, Munich RE and PwC – is a step in the right direction, providing an overarching value chain and a reference architecture for “the business of IT”.
But not only does the IT function need to get its act together: if IT’s business partners aren’t able to articulate their needs and ensure that the IT systems are used effectively, there won’t be much return on their investments.
Robert S. Falkowitz - Concentric Circle Consulting (ITSM, Kanban, Lean, Tooling Author)
How does the role of the process owner evolve when using a lean approach to management?
What are the skills and experiences that a lean process owner should have?
How does the process owner role relate to other roles, such as IT management, process managers and process practitioners?
What are the pitfalls that you might experience in identifying and developing the process owner?
This session looks at the trials and tribulations of an IT organization as it attempts to find its way in making continual improvement part of its culture.
In 45 minutes we’ll examine these questions, drawing on a case study:
What are the patterns seen in the “traditional” approach to the process owner role?
How is a lean approach different?
What are the aspects of an organization’s culture that impact the success—or failure— of the role?
How can we motivate the process owner?
What are the measurements of success?
Poor application performance and crashes cost millions of dollars to businesses globally. Yet, recent surveys show that only 26% of application teams will proactively examine user experience metrics in production. 72% of app teams first learn of UX issues through user complaints.
Today’s impatient and intolerant user is quick to abandon slow performing, crashing and error prone apps. So it is up to application teams to quickly isolate issues, understand what went wrong and know how to fix it fast.
Join us for this webinar and learn how HPE AppPulse Trace cuts through the complexity of isolating transaction performance issues. During this live webcast, user experience experts will demonstrate how to correlate performance issues from the user action to service code execution and diagnose issues down to the line of code and log messages.
During this Webinar, you will learn how to:
Quickly drill down to server-side transactions for rapid investigation of performance bottlenecks
Trace transactions from the browser or mobile app all the way to the backend
Trace all aspects of transaction execution including end-to-end flow, code timing, contextual logs, exceptions and database queries
In Unleashing the Enormous Power of Call Center KPIs, MetricNet provides an overview of the Best Practices in Call Center Performance Measurement. Our best practices help call centers lower costs and increase customer satisfaction!
Viewers will learn:
How the industry's top performing Call Centers track and trend their performance.
How to use Call Center KPIs diagnostically to achieve World-Class Performance.
How to apply Best Practices in Call Center Performance Measurement and Management.
The key success factors in performance measurement from the industry's top performing Call Centers.
Daniel Breston, Chief of DevOps Transformation, ranger4
DevOps is the marriage between Agile, Lean and IT Service Management (ITSM). To begin your journey and be successful you need to adopt and adapt from all 3 movements.
DevOps is best defined as the capability to cooperate, collaborate, communicate and continuously improve how an organisation uses and benefits from technology to satisfy the goals of a customer or help them remove a problem.
In the webinar, we will discuss:
•What are these 3 movements?
•How are they different?
•How are they similar?
•How they get you to begin a DevOps journey?
•Tips on the journey of idea to realisation?
If you are thinking of how to benefit further from Agile, looking to remove the complexities of your ITSM processes or want to understand why lean is important to your success; listen to this interactive session.
David Smith President Micromation Inc. ITSM, ITIL, Lean, Kaizen, ISO, TCO, Author – Implementing Metrics
Why you need to get in control now before it controls your destiny.
What are the cloud technologies and management challenges that they present?
What’s driving cloud adoption?
Who is responsible for managing cloud services?
What are the risks?
What impact will this have on legacy IT service models?
How do you harvest value without killing it?
Where will you get the resources?
This session is about updating your ITSM strategy and best practices to help the business manage cloud technologies. Understand the cloud components, how they fit together, governance mechanisms and underlying foundation required for successful IT Service Management.
In 45 minutes we’ll cover:
What’s cloud computing all about
Why are organization adopting it
Traditional vs. Cloud (shared) responsibility model
Cloud computing benefits and challenges
Cloud Computing Reference Architecture model and terminology
Why you need to get ready now
How to learn more: training/ certifications available
Tips on how to get started
Multi-sourced IT environments are often seen as complicated, hard-to-understand jungle of contradiction and oddities. All parties have their own expectations, rules, tools and of course people are jealously guarding their interests. Guess what? IT does not need to be so hard.
This presentation will tell how to navigate successfully in the multi-sourced IT environments and actually manage it. We share our best practices and experience by telling a customer story about how Europe’s strongest bank executed unique IT service integration
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.