Top 10 Service Desk Priorities for the 21st Century

ITSM is dependent on people in the organization to understand it and most people don’t get it. ITSM isn’t a choice it’s a requirement and businesses are losing sight of the core concept of what ITSM practices deliver.

Understanding Change, Release and Configuration is about providing clarity to help deepen one’s understanding of a major area in ITSM; Change, Release & Configuration Coordination. ITSM is a fundamental aspect in business and its requirements to develop a program that works, and it's sometimes it's more than the common ITSM frameworks can achieve.

ITSM isn’t a framework to implement, it’s a business function to effectively and efficiently deliver high-value service to customers. Technology is the vehicle to deliver this value, and people are the driving force to ensure the vehicle is controlled, managed, and maintained. Change, Release, and Configuration (CRC) are continuous tasks involved with service delivery.

In this webinar, Beverly talks about the effects of framework thinking and presents on the importance of understanding CRC in ITSM to produce a high performing service delivery organization.

Discover how Nutanix can enable you to accelerate the adoption of DevOps in your IT organization to improve service quality and user experience while reducing costs and accelerate results.

Key takeaways:

- DevOps tooling delivered through Nutanix Automation (Calm & CI/CD Pipeline)
- Service Management through Prism PRO
- Cost Management via Calm Showback
- Service Stability - improving code quality
- Value Acceleration - speed up time to market
- DevOps mentality - upskilling Infra Engineers to make Cloud Automation Engineers

By the end of this session, you will understand how to leverage Nutanix to drive more value in your IT Organization through DevOps.

About the speakers

Paul Harb oversees Technology Architecture for the Office of the CTO within Nutanix Customer Success. He is responsible for managing a global team of Enterprise Architects with three key goals: to develop robust architectural frameworks for nearly any solution on Nutanix / curate the voice of our largest customers to ensure they derive maximum value from our products and services / identify themes across multiple customers and drive continuous improvement through optimal prioritization of product enhancements.
Over the past four years he built Nutanix Professional Services from its nascent stages throughout Asia Pacific and the Americas. Prior to Nutanix, he worked at VCE building enterprise-grade cloud automation solutions, and he worked in Australia for ANZ Bank running a $100m IT transformation program.

Mayank Gupta leads the Product Marketing for the AIOps and DevOps for Nutanix. He has given numerous talks and spoken at industry events on Hyper Converged Infrastructure. Before joining Nutanix, he was working for the Datacenter group at Intel. He has over 15 years of experience in the Compute and Storage space. He holds an MBA from Berkeley-Haas and BS from IIT Bombay.

This webinar will cover the what and the why of measuring and monitoring in the technical support center. In addition to discussing some of the differences between a Service Desk and a Help Desk, we will cover:

- The Why of Metrics
- Industry Top Metrics – A Closer Look
- Myths of Measuring
- Back to Basics
- Consequences of Automation and Artificial Intelligence
- Monitoring: What and Why

Measuring and monitoring help us understand and improve our performance for the organization, but it’s important to be aware of some of the unintended effects of and overemphasis on metrics, and talk about why metrics should not be considered goals, but rather should be mileposts.

Who should attend: Directors and managers with responsibility for Service Desk or Help Desk operations

About the speaker

HDI's 2019 Lifetime Achievement Award honoree Roy Atkinson is one of the top influencers in the service and support industry. His blogs, presentations, research reports, white papers, keynotes, and webinars have gained him an international reputation. In his role as Group Principal Analyst, he acts as in-house subject matter expert for HDI and ICMI, bringing his years of experience to the community. He holds a master’s certificate in advanced management strategy from Tulane University’s Freeman School of Business, and he is a certified HDI Support Center Manager. Follow him on Twitter @RoyAtkinson.

Our industry is experiencing massive change in the shape of the 4th Industrial Revolution. With it come the challenges of new business and engagement models, the exploitation of technology for competitive gain and the ongoing pressure of speed to market. The question is, are service management practices sufficient to support digital enabled businesses?

In this session,Simon and Michelle will explore the role of some of the latest best and enabling practices particularly ITIL 4, DevOps, Agile, SIAM and VeriSM. They will consider the future of service management, and the promises made by the emerging practices within our industry and consider their ability to support this digitised and frenetic environment.

Have you ever thought about an AI-driven service desk solution that can provide conversational workflow automation to deliver self-service and exceptional experience through an IT Cloud? Wait no more.

In this webinar, Muddu Sudhakar will showcase how cloud-native Conversational RPA is driving end-to-end automation for ITSM and operations within the enterprise to improve the service experience for all users while cutting costs up to 90%. Sudhakar tells all, as he shares the anatomy of conversational intelligence and Experience as a Service (XaaS). He’ll share how these transformational AI solutions are changing the way enterprises deliver improved collaborative employee and customer experiences while achieving business growth.

How does ITIL 4 contribute to the digital enterprise?
What is a digital enterprise, for that matter, and which digital capabilities are required?
How does the digital operating model contribute to transforming the enterprise?
What’s the importance of planned and emergent continual improvement in keeping up with dynamic digital demand?
How is the role of management changing?
Which resources and practices do ITSM practitioners have at their disposal to co-create value from digital investments?

This talk will explore these questions and more.

Where does ITSM fit in the Digital Transformation landscape? And does it need to evolve to ensure businesses can deliver what their customers expect in 2020?

Join this panel of ITSM experts as they debate and discuss:

- How ITSM can help meet and implement the back-office improvement needs of digital transformation
- How ITSM can fuel Digital Transformation by educating enterprises on the ‘people’ aspect of strategies
- What tools are paramount to delivering best-in-class, future-proof DX strategies
- How to ensure your service management strategy keeps pace as technologies advance

Panelists:
Stephen Mann, Principal Analyst and Content Director, ITSM.tools
Matt Klassen, Vice President, Product Marketing, Cherwell
Muddu Sudhakar, CEO, Aisera

Is 2020 the year that organizations realize that ITSM is about the business and not about IT? In this webinar, Doug Tedder discusses four hot business trends that will significantly impact how IT thinks about service management.