In the last few months, a number of good-sized, seemingly mature organizations were asked a simple question, “Do you have a Service Catalog?” Overwhelmingly the answer was “Yes.” But further investigation revealed that most did not. What they were calling a “Service Catalog” was actually a “Request Portal”, a lite version of the Service Catalog.
Join Rob Stroud of CA and George Spalding of Pink Elephant as they define these key terms, discuss the concepts of communication channels into and out of IT and explore the journey from Request Fulfillment to a mature IT service organization.
RecordedDec 10 201457 mins
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Martin Latz, Sr. Manager, Deloitte and Michel Avenel, Sr. Principal Product Manager, CA Technologies
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.
Chris Gough, Chief Digital Officer, Derive Logic and Michel Avenel, Sr. Principal Product Manager, CA Technologies
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
Stephen Mann, Principal and Content Director, ITSM.tools
Many IT organizations are still struggling to achieve self-service success. Well, to be more precise, they are still struggling with end user adoption of their newly deployed self-service capability.
Why? Some causes relate to not truly understanding end user wants and needs, and issues with organizational change management (or the lack of it). But IT self-service, and every other offered service, is not provided in a vacuum - with end users’ expectations increasingly influenced by their often-superior consumer-world experiences. These consumer-world-driven expectations also apply to other organizational service providers, such as HR and facilities, making the approach to self-service capability delivery a company-wide issue whether part of an enterprise service management strategy or not.
This webinar will talk to the state of self-service success, the common issues experienced with IT self-service initiatives and what can you do to avoid them, and other good practices to employ both pre- and post-self-service go-live.
Digital transformation is, undoubtedly, a hot topic and an area of significant interest to organizations across the globe. It's important to remember that digital transformation means different things to different organizations and encompasses many different themes and considerations. There are, however, common areas that are imperative to any digital transformation effort. This webinar will draw upon Ovum data and analyst insights and discuss the digital transformation elements deemed important by businesses and how ITSM capabilities can help support them.
In this webcast you will learn about:
•What does it mean to digitally transform and why is it such a hot-topic at present?
•What are organizations prioritizing when it comes to digital transformation?
•How ITSM can support organizations in executing against digital transformation objectives.
•Why ITSM capabilities and practices are becoming more widely embraced in other business areas.
George Spalding, EVP, Pink Elephant and Jim Blayney, CA Technologies
With the “Internet of Things”, everything is connected to everything else. How do I define what’s in my infrastructure? Is there a network perimeter anymore? An end-point? A gateway? What about tools to manage this; how are IT Service Management (ITSM) and IT Asset Management (ITAM) impacted? With billions of objects of all kinds joining “the network” it’s more important than ever to use automation to manage the assets of the organization and their interrelationships with other assets. Join George Spalding, EVP, Pink Elephant and Jim Blayney, CA Technologies as they discuss what’s in the future for ITSM and ITAM as they relate to the Internet of Things.
We’ve been counting, measuring, assessing and reallocating IT assets since time began, or at least since IT time began. Now that we’ve moved into a world where Service Management is foundational to IT Asset Management (ITAM), do we still have to employ the resources (time, people, tools, etc.) involved in ITAM? After all, isn’t Configuration Management the same thing, only better? Do I need both disciplines? Isn’t ITAM really a function of Finance or Audit? As an ITAM professional, should I be worrying about my future employment prospects? Join George Spalding, EVP from Pink Elephant as he ponders the answers to these questions.
George Spalding, Pink Elephant and Allen Houpt, CA Technologies
IT has grown up over the last 50 years as a conglomeration of hundreds of projects. And, for better or worse, IT is still in project mode. Someone (usually the business) has an idea to make things better, sells the idea to the executives, gets funding, writes a charter, and the merry-go-round begins. In most enterprises, the big picture doesn’t get propagated to the operational level. In delivering services to the business, even the PMO functions more like a traffic cop than a strategic advisor. Projects, by definition, have a beginning, a middle, and an end. Yet the business’s need for services and value from IT knows no end. The time has come to change the way IT approaches delivering services. IT needs to focus on providing agile, high-quality, ongoing services that the business needs and wants. IT must provide ongoing value to the business; all day, every day. Projects end, but well-designed services live on and on.
Eric Kissel, Services Architect for CA PPM, CA Technologies Lars Matzerath, Head of Sales, itdesign GmbH Adam Frary, Services
Resource Management is a relatively straight forward concept with significant benefits. However, some organizations choose to postpone those benefits and focus on other aspects of PPM. How can we extend organizational maturity for PPM with high value outcomes from Resource Management?
Please join Erich Kissel, CA Services Architect for PPM, and Lars Matzerath, Head of Sales from itdesign GmbH for an insightful discussion on Resource Management on Friday, Oct.7th.
CA Services will provide tips for getting started and for expanding into new Resource Management use cases. Our partner, itdesign, will share some insights of two powerful packaged work products
for CA PPM: itd Assignment Editor and itd Allocation Editor which enhance project and resource managers’ visibility and editing options of resources.
From assigning and aligning resources to projects, evaluating and normalizing demand, to gaining a better understanding of available skills, it’s time to fulfill your resource management aspirations!
George Spalding from Pink Elephant and Jim Blayney of CA Technologies
In 1896, Sakichi Toyoda created “autonomation”, sometimes called intelligent automation. Ever since then manufacturers and, now service providers, have been trying to reduce the number of people involved in nearly every process. There seems to be a prevailing belief that automation is the “magic bullet” to greater efficiency. The downside of humans involves their lack of speed (they are simply slower than machines) and the introduction of human errors into the process. But the upside of people is their brain. They can think, evaluate, assess, question, choose, make decisions and resolve ambiguities. This creates the dilemma we in IT face every time we decide to automate a process. The tools are readily available to accomplish the automation task but have we successfully matured the process to allow it to be automated in the first place or is the “magic bullet” really human intervention? Join Jim Blayney of CA Technologies and George Spalding from Pink Elephant as they noodle on the pros and cons of process automation in IT.
In this webinar you will learn:
- What kind of process is an effective automation candidate?
- How to design a process leading to automation
- Why the pressure to automate sometimes creates an over dependency on tools vs. solutions?
With all the technology and process improvements over the past 20 years, and with almost every IT organization wanting to increase ITSM maturity, you would think that maturity levels would have increased; but that is not the case. This webcast will discuss how to increase ITSM maturity in eight different areas including user experience, process automation, and incident, problem, change, configuration, request and knowledge management, and more.
George Spalding, EVP, Pink Elephant and Jim Blayney, Sr. Product Marketing Manager, CA ITSM
It’s a new IT world out there! DevOps, Agile, Scrum, and Lean are taking over. IT leaders seem to be facing a difficult choice: “Should I stick with my old favorites like ITIL and ITSM? Or Should I embrace the future and get on the DevOps, Agile, Lean bandwagon?” The overwhelming answer is “YES!” The future isn’t really tomorrow, it’s today. And IT requires a solid foundation right now to realize the full potential of Lean, Agile & DevOps. Join George Spalding, EVP, Pink Elephant as he maps out the logical steps for IT shops to maximize their future.
George Spalding, Executive Vice President, Pink Elephant; Haider Rafique, Product Marketing, CA Technologies
The future workforce (GenZ) and the millennials (GenY) bring a new set of challenges for today’s IT Service organizations. Having grown up through the emerging technologies such as mobile and social, these generations have different personalities, goals and expectations. In this session we will look at the different generations, their personalities and the evolution of their digital experiences impacting ITSM. Join us to discuss the role of social, and other emerging technologies like VR that are going to shape your future.
Larry Shoup, Expert Consultant, IAITAM; Allen Houpt, Senior Advisor, CA Technologies
It’s been an “interesting” road to software license compliance the past several years. Most would contend the road keeps going. But what’s beyond compliance? How about optimization…a world where your software license and IT infrastructure management are unified to achieve an optimal cost state? This session will take us through the past, present and future of software asset management in a drive to optimization. It will include stops along the way to look at software license compliance, redeployment and utilization, as well as the impacts of hardware and infrastructure on licensing costs. It should be a fun ride!
Roy Atkinson, Senior Writer/Analyst, HDI; Jim Blayney, Senior Principle Product Marketing Manager, CA Technologies
What do service desk analysts do? How do they spend their days? What are their challenges? Take a deep dive into the work of a service desk analyst during this webinar. Drawing on extensive HDI research and his own experience in the role, Roy Atkinson will shed light on the real work of the analyst, including problem-solving, customer service, knowledge management, and navigating the increasingly complex world of IT, Shadow IT, BYOD, and other hurdles.
• What other tasks are they responsible for?
• How does their work feed into the other areas of service management (ITSM)?
• Are the current tools they use making their work simpler, or more complicated?
Learn how you can optimize your processes and tools to make the life of the analyst better, improving service management and business productivity.
Paul Dooley, Exper/Certified ITSM Instructor, itSMF, Jim Blayney, Senior Principle Product Marketing Manager, CA Technologies
When it comes to realizing success in today’s era of service desks, the importance of an effective and fully integrated knowledge management solution cannot be underestimated. Making the transformation to a knowledge-driven organization is non-trivial, and takes time. Although culture does not change overnight there has been a cultural shift in the workplace making IT organizations take a fresh look at their knowledge management strategy. There is no denying that today’s majority workforce of tech-savvy, self-sufficient millennials are now driving broader acceptance of knowledge as king.
So why are IT organizations finding it difficult to overcome these cultural and organizational barriers and implementing a successful knowledge management solution? This presentation will explore six key barriers to transforming to a truly knowledge-based culture, and practical ways you can overcome each.
Educational Webcasts for Business & IT Professionals
The consumerization of IT, BYOD and changing service delivery models are driving organizations to really transforming their approach to Service Management. This is requiring a re-think of the IT front office, emphasizing self-service, improved collaboration and integrated and personalized offerings targeted to their specific audience, available across any device. At the same time, organizations continue to need to reduce costs and drive operational efficiency to free up resources to support innovation and growth initiatives.
Join us for one of our many insightful webcasts featuring customers, analysts, partners and evangelists as they talk about how you can transform your complex IT service portfolios into well-managed, optimized productivity solutions that make it easier for business users to get what they need, when they need it, while reducing operational cost and driving greater efficiency.
Some sessions will be approved for Personal Development Credits.