Top 10 Service Desk Priorities for the 21st Century

The key focus area of every single organisation is to provide best-in-class customer experience, which in 2018 is delivered using technology. To remain competitive in the market, every organisation transforming digitally needs to deliver innovation. It's a fact that the world that consumers and companies operate in is changing in order to make sense of a fast-changing context.

However, Digital Transformation is also a mindset.

A faster time to market, the speed of implementation, quality, service availability and lower cost of ownership are the critical elements of Digital Transformation. In an ideal world, Digital Transformation is the thumb rule followed by each company - whether they are small or large, IT or non-IT, start-up, experienced or legacy companies

Yet, there are industries that are still using their traditional waterfall practices. Old ways of working, system complexity and pressure to survive in this new era create absolute chaos in their world. It's like an IT disease which can be cure by management practices like DevOps and Agile.

These management practices require some time to mature and not overnight successes. They require a change of culture, technologies and ways of working. In the meantime, there is a need for pain relief so that the transformation journey can start.

Enter Test Environment Management - the pain relief that alleviates the symptoms.
This webinar will provide a glimpse into this and how to add value to an organisation’s Digital Transformation journey.

Join Dolf van der Haven, Information Security and Quality Manager, at Verizon Enterprise Solutions This webcast as he gives an overview of the three main movements in service management that will have an impact in 2019.

This webinar will cover the new edition of ISO/IEC 20000-1, VeriSM and the new ITIL 4, and will show the merits of each movement, comparing them and demonstrating that whilst not mutually exclusive, each has their own specific merits.

ITIL helps you maximize the potential of your digital services and ensures you keep ahead of business demand by giving you a framework of how to adapt your processes, organisation and culture.

In this session, learn from industry leader John F McDermott of HPE how ITIL can keep you agile, adaptive, and responsive - ensuring you create value and are a pioneering and enabling facilitator of IT and its associated services.

As Stephen Covey said “There are three constants in life... change, choice and principles”

Recent years have seen an explosion of different service management practices, leaving organizations confused about the best way forward. What is the best approach for building a service management model?

Michelle Major-Goldsmith and Simon Dorst will discuss the basic background, benefits and pitfalls of common ITSM practices like ITIL, SIAM, Agile and VeriSM. Focus will be on a clear distinction of what each of these practices brings to an organisation and provide some advice on both where to start defining a service management model and how to consider integrating the latest best and enabling practices as they evolve.

You want to benefit from cloud. You want to benefit from Agile, ITSM and DevOps. You want to save money. You create a programme and move your services and applications to some cloudy world. Whether it is hybrid or all someone else’s have you considered the impacted on your overall processes, all of your internal staff, your customers, regulators and suppliers?

We find that many consider some of these but few look at the entire spectrum. Cloud is a great thing, especially when viewed from the lens of integrating your service with great management (SIAM). Please join Steve Morgan, Director SynaidIT and SIAM-ITSM coach & mentor, and Daniel Breston, Principal Consultant Virtual Clarity & DevOps ITSM blender, as we discuss (argue) the good, bad, great of SIAM in the Cloudy world.

IT service management (ITSM) is evolving rapidly as more and more enterprises pursue digital transformation. At the same time, cyber security threats are growing in number, sophistication, and impact on the operations, revenues, and reputations of victimized companies. Meanwhile, at too many companies, service and security management are still operating in separate silos, with cooperation happening only after a threat becomes a successful breach.

How best to move to a structure in which service and security management are integrated, proactive enablers and accelerators of your business?

At many companies, this is one of the goals driving an increased focus on security operations, or SecOps. But there are technological, cultural, and organizational challenges to your efforts to bring IT service management and security management closer together.

Join Industry experts Michael Dortch, Mike Bombard and Taylor Lehmann for a stimulating and informative discussion of these challenges and how companies are addressing them successfully. You’ll learn things you can do now to improve both service and security management at your company.

This webinar is brought to you by the Vivit Software Lifecycle Integration Special Interest Group (SIG).

Anyone who has ever attempted to enforce alignment across many domains/projects/teams in order to allow for global reporting will be well aware of its drawbacks and problems.

The list of issues includes:

•Changing processes and tools
•Having to retrain a large number of people
•Delays and disruption
•Resistance from the users and leads who are busy trying to get on with their day-to-day work

In this webinar, we will explore another way of achieving global reporting across different domains by well thought through synchronization.

•Real time reporting with virtually no lead-times
•Teams can keep their own customizations, definitions and processes with no need for change
•No input and hence no time required from team leads/end users
•No disruption, no delays
•No expensive re-training, restructuring, systems changes

Discover what's trending in the IT Service Management community on BrightTALK and how you can leverage these insights to drive growth for your company. Learn which topics and technologies are currently top of mind for IT Service Management professionals.

In recent years the IT landscape and traditional IT model has changed significantly. The fundamental cause of this shift is cloud computing and the latest in digital technologies. New ways of working such as DevOps, Lean and Agile are now being used to achieve the scalability, flexibility and innovation provided by the cloud model and digital technologies. However, it is very evident that many organisations and IT professionals still do not know the basic fundamentals of cloud or digital.



If the IT Service Management (ITSM) community want to remain relevant in today’s new IT landscape they need to fully understand what cloud is and become leaders and trusted advisors in their organisation an all matters relating to cloud and digital.

Join leading ITSM and Digital experts, Mark O’Loughlin and Daniel Breston, as they discuss the opportunities and challenges faced by IT Service Management in relation to Cloud and Digital Technologies

SIG Talk: Quality & Testing - LeanFT: How to Combine with Existing Selenium & How It Enables Intelligent Automation (Complete Edition)

Another exciting Quality and Testing SIG Talk focused around Micro Focus LeanFT will feature speakers from Germany and the United Kingdom. Both of these experts will share their knowledge and experience with Micro Focus LeanFT and how it can be combined with your existing Selenium test automation as well as how it can enable Intelligent Automation (IA).

Speaker: Daniel Horn
Combining Micro Focus LeanFT with your Existing Selenium Test Automation: Based on current market disruptors, we want to give an Introduction into Micro Focus LeanFT. Starting with a short Comparison of LeanFT and Selenium, the main topic will be the integration of LeanFT into existing Selenium solutions. At the end, we will give a few guidelines and ideas for using LeanFT in your projects.

Speaker: Jonathon Wright
Enterprise AIOps – Augmented Intelligence – Leveraging Micro Focus LeanFT to enable Intelligent Automation (IA): The dawn of Artificial Intelligence (AI) is upon us. Is your favorite test harness up to the job of testing AI platforms like Graph-based ML or Computer Vision? How can you practically start your journey towards Enterprise AIOps? Leveraging Micro Focus LeanFT to enable Intelligent Automation across Functional API, along with Security and Performance testing utilizing microcontainerization technologies such as Docker and Kubernetes, will help you achieve enterprise grade cognitive adaptive testing.

What is mentoring? What’s the difference between coaching and mentoring? Is mentoring relevant to my organization? What are the strategies and benefits?

Mentoring is a cost efficient and trusted solution to many of the problems surrounding communication and staff development within an organization.

All new members of staff, regardless of seniority, should have an appointed mentor to assist in the induction process; the need for ongoing support with all aspects of practice is particularly important for success and happiness!

This session will seek to debunk the confusion and uncertainty that often surrounds a developmental mentoring role, outlining clearly the responsibilities of the mentor and mentee and highlighting what is to be avoided. Coaching techniques and their appropriateness will be investigated, alongside how to apply these in an agile environment, finishing with strategies on how to embed a mentoring scheme and the benefits for individuals, team and organization!

Join Claire Agutter, Simone Jo Moore, Sally Bogg, Elisabeth Thomas and Andrea Kisfor an open, honest discussion about the opportunities, lessons and challenges found in a career in ITSM. From entering the industry, to forging a career and making a difference, this one-off panel discussion will explore all facets of being a woman in ITSM in 2018.

Telemetry: The essential ingredient to success with Agile, DevOps and SRE:

Measurements, metrics and telemetry enable teams and organizations to deliver successful results with Agile, DevOps and SRE; in order to achieve speed, quality and automation targets with built-in performance, security and resiliency.

There is a considerable hype about Artificial Intelligence (AI) and its potential impact on humanity. For some, it is the best thing since sliced bread, bringing eternal leisure and world peace; for others, it is doomsday accelerated, where humanity will either become extinct and machines take over the world or it becomes slaves to the robots.

In this presentation, we will cover an overview of what AI’s capabilities are today, where it may lead us, and what we need to take into consideration in service management of AI. Furthermore, we will present a service management model that shows realistic perspectives on what AI’s capabilities can and cannot be. This leads to conclusions about whether AI is a threat to humanity or not.

This is a rescheduled webcast due to technical issues with the first attempt.

In this presentation, we break down 7 key reasons why VSI will inherently improve the effectiveness of your QA and Testing practice. Inspired by Matt Angerer’s trials and tribulations as a Program Testing Consultant for over 8 vertical markets and 10 end-to-end SAP implementations, this presentation is a no-nonsense action-packed roadmap to understanding VSI, but to also apply it immediately for lasting results.

Preparing functional test automation for Continuous Integration