ITAM and ITSM - They do Play Nice Together!

Digital transformation, the Internet of Things, the application economy, the modern software factory, and so on… are all major Business trends impacting the IT service desk and service level management (SLM). Some would contend the service desk is focusing on service operations – not only IT - and SLM is becoming a real business discipline/function. In this webcast, SLM expert fusionPOINT and service desk vendor CA Technologies will look at the impacts of these trends on each and where it is all headed. Learn about the important part proactive and predictive SLM play to enable Digital Transformation and the service desk becoming more predictive, proactive, and business outcome focused.

Every organization needs to become a modern software factory. You're developing new capabilities to quickly deliver high-quality customer experiences. You've deployed software that enables rapid development. And you're nurturing an agile mind-set with a primary focus on customers. At some point during this journey, people up the food chain will ask about their return on investment. Do you have a process or framework in place to respond to the question with knowledge derived from quantifiable data? In this webcast, ITSM author Darren Arcangel dives into how ITIL® metrics and continuous service improvement can help quantify this business value.

In what CA calls the Modern Software Factory, developers employ Agile methodologies and automate application deployment into Operations via DevOps. Automation tools speed up the delivery of applications into Operations. So how does IT Service Management (ITSM) play in this changed world? How does Operations know that a change to an app has impacted the CMDB? And how do we transform this new information into knowledge for the Service Desk? Please join co-author of the book, "ITIL® and the Information Lifecycle - Integrating Agile, DevOps and ITSM" to learn more about how these pieces all fit together to enable the Modern Software Factory.

Seems like there’s a lot of talk and no action when it comes to organizations implementing “proactive ITSM”. With “agile this” and “agile that” pervading IT organizations, one would think “proactive” would be embraced as by definition it provides what’s needed before it’s needed. Well, proactive ITSM isn’t as farfetched as you might think. This webcast explores how infrastructure monitoring, process automation and technology integrations can play a huge role in enabling ITSM to become truly proactive. The result is more time for IT to focus on things that really matter to the business other than just keeping the lights on or resolving problems.

Many misconstrue Agile Development and DevOps to mean that there is less need for Change and Configuration Management process. The fact is, oversight and governance of changes is even more critical when more, and often smaller changes are being made at a faster and furious pace. So how does IT keep up? Can we increase speed and maintain stability? The answer is “Yes”, by employing strong change and configuration management that relies heavily on proven process automation and robust integration with the IT infrastructure. This webcast will explore how we need to adapt change and configuration management to keep up in the new “faster is better” world.

The answer is Yes and No. The service catalog, once the means for IT to deliver services and assets to business consumers, has become somewhat invisible to those consumers as self-service has become the means to get what they need all in one place. But is IT? IT needs the service catalog more than ever as the number, variety and sources of services and assets has expanded, to a great extent into the virtual. IT must provide services and assets to users faster, cheaper and better than ever. So, while the catalog may be hidden behind a self-service portal, it is still the means for IT to control what services and at what costs services are available and delivered. The “faster” part means that catalog needs to be embraced along with automation to fulfill requests more quickly. Integrations are more critical than ever to ensure user needs are satisfied and SLAs are met by external providers. This webcast will discuss the intertwined relationship between service catalog, process automation and tool integrations that produces increased business value in the new world of better, faster, cheaper IT.

Software Asset Management (SAM) plays a critical role in a fast growing, mission-critical use case: Enabling and Strengthening Cybersecurity. In today’s world of mounting external security attacks, we are often too focused on trying to anticipate new threats originating outside our organizations. However, we also, and maybe first, need to look within. One of the first steps in establishing a strong cybersecurity practice involves knowing what you need to protect and where those assets are. Most of the processes and methodologies used in establishing effective SAM should be applied hand-in-hand with your organization’s security protocols to ensure that all parts of your IT enterprise are continually up-to-date and secure from both internal and external threats. This session will address these points and best practices for leveraging SAM to strengthen your cybersecurity.

The demands of managing Digital Transformation across the organization involves the alignment of IT suppliers, services and asset inventories, which requires an integrated approach to IT asset and service management. Understanding and aligning the long term value of existing IT services and assets is key to maximizing the commercial benefits of Digital Transformation, ensuring new investments are strategic and add long term business value. This session will explore why building an integrated approach is essential to the success of Digital Transformation, discussing how organizations should architect an ITAM governance, technology and process strategy aligned with ITSM for digital success.

Digital business requires an integrated approach to delivering services. The journey from IT service request management to enterprise service management is challenging organizations of all sizes and maturity levels. The traditional IT service catalog is becoming the enterprise service portal, providing access to services, apps, resources, and support. Self-service and automation must blend with higher-touch collaborative interactions and expert support in an end to end flow. Predicting when routine interactions are about to escalate is increasingly essential. Ultimately, a customer-led, data-driven, well-designed experience is needed, to support the high performing digital professional and their team.

This session will cover.

- The maturity journey for service management organizations
- The evolution from IT to enterprise service management
- The promise of predictive analytics in supporting the customer journey

Lean, Agile, DevOps, ITIL and ITSM. Five powerful IT process domains all competing for your attention and budgets. Do we really need them all? Do we even need to pay attention to them? If so, do they play well together? This session will explore these questions by taking a look at each of these domains, exploring their commonalities and differences. But most important, this session will provide you with ideas on where the synergies lies that you need to exploit to stay on top of your ITSM game.

According to industry analysts, as much as 75 percent of the U.S. workforce will be mobile by 2020, and many will be using their own technology, under BYOD policies. This means that service desks must respond to a wide range of issues and requests, and do so more rapidly than ever, for a wider array of technologies.

HDI research tracks twelve major channels for support with newer channels such as mobile app, text message, social media, and system-generated tickets (auto logging) becoming more popular year-over-year, while traditional phone and email channels have dropped in popularity.

These changes, along with the continuing trend of consumerization (expecting business IT to be friendlier and more responsive, like consumer products and services), mean that support needs to pay more attention to and cooperate more closely with all the other IT teams, including application developers and system administrators. The culture of support needs to move toward more agility and velocity, and thus has a good deal to learn from DevOps and Agile methodology.

In this session, HDI writer and analyst Roy Atkinson will explain how:
•Changing customer behaviors and preferences require new ways of measuring support success
•DevOps positively impacts the ability of support (HDI research)
•Contact trends and channels will continue to change into the future
•Automation can assist and accelerate support

IT asset management’s focus is on the business administration of IT assets and has proven critical to managing the financial, contractual and risks associated with IT assets. But can ITAM be agile? How does an agile business benefit from agile ITAM? Is ITAM critical to the success of an agile business strategy? This session will describe what an agile ITAM program looks like and why an agile business strategy requires an agile ITAM program.

The primary challenge facing organizations in the App Economy is delivering more value to customers faster than the competition. To achieve optimal value, organizations need to examine the entire Software Development Lifecycle (SDLC) and the value that it delivers across its phases. True customer value is achieved when all teams in the chain are aligned and supported by end-to-end services and solutions.

Join Dennis Drogseth from Enterprise Management as he explore why successful agile enterprises start with the people first; collaborative, empowered teams that build and deliver the right products to customers quickly.

Attend to learn how to:

• Empower the seamless management of services, projects, products, people, and financials
• Drive both service desk productivity and business-user satisfaction with collaborative self-service, automation, and change management capabilities
• Enable planning, prioritization, and tracking of the work that needs to be done and Continuous Delivery, providing automated test and release functionality to speed delivery