Name: Service Desks and SLM – Adjusting to Digital Transformation
Start: 2018-04-04T15:00:00Z
End: 2018-04-04T15:00:54.000Z
Location: BrightTALK
Rating: 5

The consumerization of IT, BYOD and changing service delivery models are driving organizations to  transform 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.

The latest release of our Service Management solution is right around the corner. Hear from our project management team about the exciting new features in 17.3.

What's New in CA Service Management 17.3

Previously, we have discussed how Clarity Service Management can expand into enterprise management. Thanks to your responses and feedback. In this webcast we will talk about how Clarity SM can help Human Resources (HR) establish their goals in a very effective way.

ITSM IN NON-IT USE: HUMAN RESOURCES

What are some ways organizations are influencing better results from implementing their Clarity SM solution into Facilities Management? In this session, guest Indrajit Banerjee, Senior Services Architect at Enterprise Studio by HCL, shares insights gleaned from more than two decades of service management focus, working with the world’s leading companies.

ITSM IN NON-IT USE: A ZOOM INTO FACILITIES MANAGEMENT

What are some of the ingenious ways organizations are influencing better results from planning and procurement, operational cost, and even employee satisfaction? In this session, guest Indrajit Banerjee, Senior Services Architect at Enterprise Studio by HCL, shares insights gleaned from more than two decades of service management focus, working with the world’s leading companies.

The surprising benefits start by expanding existing service management beyond IT into departments such as HR, Finance, Facilities. Learn how to spot potential and identify practical considerations, then get started with ideas that can be applied to specific opportunities within commercial business, hospitals, education, or government.

The View Beyond IT: Service Management Across the Enterprise

In this session, Thomas Mendel, Managing Director of industry analyst firm Research in Action, presents new findings derived from his recent research into 1500 IT organizations and how they use ITSM and the vendor tools they employ.  Hear about the market trends and challenges these ITSM practitioners consider important to their success. And get a glimpse into what the ITSM practitioners think of the top 20 ITSM vendors and the vendor rankings.

2019 ITSM Vendor Rankings - Updated Analyst Report

For the past several years ITSM shops have been finding great business value using ITSM in non-IT use cases. Enterprise Service Management (ESM), whether just handling issues or requests for human resources, facilities, audio visual or other business functions or implemented at the core of mission-critical applications, uses an organization’s existing ITSM technology, processes and people to deliver value in non-IT domains with little or no additional cost. The business gets what it needs and IT gets more value from ITSM and a bigger seat at the corporate table (business alignment). Everyone wins!...Or do they?  Some industry experts contend that ESM is a distraction from core ITSM efforts and can impose risk in the form of locking too many applications into an ITSM tool. In contrast, others contend that as long as existing, proven core ITSM processes (incident, problem, change, request, fulfillment…) are the focus, it is not a distraction and even accelerates ITSM maturity and ROI. In this webcast, Pink Elephant EVP George Spalding and CA Technologies (a Broadcom company) present the evidence and share their conclusions to this great debate: “To ESM or to Just ITSM?”

The Great Debate: To ESM or to Just ITSM?

IT Service Management (ITSM) has a long history of vendors, features, best practices, industry analysts, etc. Likewise, it has a long history in most organizations. But why is it that so few organization have achieved a high level of maturity in ITSM? Why are there so few organizations where ITSM is viewed by executive management, or the business in general, as a mission-critical component to overall business success? In this session, George Spalding, Executive VP at Pink Elephant, explores some of the key ITSM capabilities organizations love to talk about, that can drive maturity and business value, but so few in reality have effectively implemented. Some, like the CMDB, mobility and self-service, have been around for a decade or more, while others like artificial intelligence, machine learning, natural language processing and big data are relatively new. Listen in and learn how to better embrace these capabilities to drive greater ITSM success, maturity and business value.

Wringing More Value Out of Your ITSM Tool

Most traditional uses of IT Service Management (ITSM) technologies have focused on providing an IT service desk to manage and resolve IT issues and service requests. But over the past decade organizations are getting more value out of their existing ITSM solutions by using them in non-IT applications. They are used to support requests and issues for Human Resources, Facilities, Audio Visual and many other internal departments. Externally they are used as customer-facing applications in retail, lodging, human service and almost any other industry. In this session, George Spalding, Executive VP at Pink Elephant, presents some of the numbers behind this trend, examples of creative non-IT uses of ITSM, the value organizations are receiving from this and where it all may be headed. Learn how your organization can maybe get greater value for your ITSM tool!

Getting to “ESM” from “ITSM” Without Removing “IT”

Learn how Intel approached the adoption of Scaled Agile in their Manufacturing Validation Engineering (MVE) organization since 2014, how they leveraged CA Agile Central to enable their trains, and how they overcame the various challenges of quickly deploying Scaled Agile across a large organization.

No Limits to Success With Scrum & Scaled Agile Planning at Intel

Agile development, DevOps deployments, Lean automations, digital transformation, increased cyber threats and constant change. How does IT keep up? The answer is by becoming what CA calls a “Modern Software Factory” and having a strong IT service management (ITSM) foundation. In this webcast, Darren Arcangel, co-author of the book ITIL® and the Information Lifecycle - Integrating Agile, DevOps and ITSM, explains the Modern Software Factory by exploring the intricacies of how these things interrelate, and the challenges and opportunities they present to ITSM and IT organizations. Learn about how to navigate this complex new world, the KPIs and metrics we now need to employ that can show business and IT value, and how ITSM and ITIL® have and are changing to embrace these changes and enable the Modern Software Factory.

ITSM in the Modern Software Factory: The New Way to Drive IT and Business Value

We’ve all heard the buzz words: AI, Robotics, Machine Learning.  But most of us cannot define them.  Few of us know the differences between them or where each one is in their respective development and deployment cycle.  We’ve all heard the hype and we have a sense that there is incredible potential for our organizations and even our lives but we are just not exactly sure what or where or how it fits in.  How will our existing software tools exploit these new technologies to change the way we do Service Management, IT and business in general?  How will these concepts disrupt the value proposition of any Service Provider?  How will my job change?  Will I even have a job?  Join George Spalding, Executive Vice President, Pink Elephant for an in-depth discussion of AI, Robotics and Machine Learning and learn for yourself what’s coming next.

How Will AI, Machine Learning and Robotics Change ITSM?

Leveraging extensive research data, EMA vice president Dennis Drogseth will examine how ITSM is evolving to become a hub for all of IT, as well as for IT-to-business alignment. He will show unique insights into areas such as integrated asset management, integrated operations and war-room needs, as well as DevOps/agile, SecOps and ITSM’s growing role as a center for IT governance. The webinar will examine how and why this is coming about, as well as what technologies, organizational changes, and process adoptions are critical to furthering the role of ITSM as a hub for transformation. He will conclude with a discussion of the remaining, outstanding obstacles, along with some guidance on moving forward with success.

The IT Service Management Hub: A Magnet for IT Transformation

Just like the news, the canvas of ITSM is painted by a cast of “artists”, including the media, vendors, industry pundits and industry analysts. And like those who deliver the news, each spins the story to drive home their point and business objectives. In this session, Thomas Mendel, Managing Director of industry analyst firm Research in Action, presents new findings derived from his recent research into 1500 IT organizations and how they use ITSM and the vendor tools they employ.  Hear about the market trends and challenges these ITSM practitioners consider important to their success. And get a glimpse into what the ITSM practitioners, rather than the “artists”, think of the top 20 ITSM vendors. What you hear may surprise you. Don’t miss this one!

Will the Real ITSM Please Stand Up?

The way that people work continues to change. New demands exist not only around workplace technologies, but also the physical spaces that people work within. Service management is a practice of importance as it empowers organizations with the capabilities to recognize and respond to changing business demands and in a fashion that mitigates business risks. Additionally, service management practices and technologies help organizations enable and support modern working practices that increasingly embody more mobile and flexible work styles. In this presentation, Ovum senior analyst Adam Holtby will discuss how the way people work is changing in response to digital transformation. Holtby will share findings from recent Ovum research into the digital workplace and discuss why service management practices and technologies are important in supporting enterprises in delivering against digital initiatives.

Helping Enable the Future Workplace

IT has been changing, and continues to do so, in reaction to technology advances and digital transformation. Terms like “application economy” and “modern software factory” have become commonplace in IT strategy discussions. At a more practitioner level, IT has added practices or methodologies like Lean, Agile and DevOps to its arsenal, adding to the constructs set in place with ITIL® to make organizations more effective. Watch this webcast to learn about guiding principles of change, agile sprints, creating an end-to-end operating environment, continuous delivery software pipeline, push-button deployment and KPIs, and how they are impacting ITIL’s evolution in conjunction with these Lean, Agile and DevOps practices.

ITIL® is by no Means Idle! Get Ready for Some Changes!

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.

Quantifying Business Value with ITIL® and ITSM in the Modern Software Factory

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.

ITSM, DevOps and Agile Play Well Together in the Modern Software Factory

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.

Service Desks and SLM – Adjusting to Digital Transformation

Service Level Management

IT Service Management

ITSM

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Service Desks and SLM – Adjusting to Digital Transformation

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