Collaboration and Social Media: What does it mean to ITSM? (1 priSM CPD)

George Spalding, Executive Vice President, Pink Elephant, Erik Hille and Allen Houpt, CA Technologies
Collaboration solutions are virtually ubiquitous today. People of all ages use solutions like Facebook, Twitter, LinkedIn, etc… to share pictures, events, business information and announcements with friends, family and colleagues. Unfortunately, most IT organizations have not done a very good job of keeping up with the times. While users expect to be able to get information in a variety of ways and across multiple channels, companies are often mired with processes and tools that are based on a bygone era. So how do you meet these communication needs so that users are able to help themselves and how can you advance your existing ITSM practices to meet these expectations?
Join George Spalding, Executive Vice President, Pink Elephant, Erik Hille and Allen Houpt, CA Technologies for an informative discussion regarding the impact of social media and collaboration on ITSM processes and solutions. Attendees will gain an understanding of these communication strategies and how meeting these expectations can improve the efficiency of your ITSM operations.
Jun 11 2013
62 mins
Collaboration and Social Media: What does it mean to ITSM? (1 priSM CPD)
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  • Your IT Customers Have Changed, Have You? Aug 13 2015 3:00 pm UTC 60 mins
    Allen Houpt, CA Technologies
    IT Service Management (ITSM) has focused on how to manage incidents quickly and effectively and generally speaking, we have become more operationally efficient in these areas, but what we did not foresee was the change in our users. They are comfortable searching for information online and communicating directly through social media – and they might be using tablets and mobile phones to do it. So how does your IT organization adjust especially if your ITSM technology stack is built for traditional communication?

    Watch this webcast to learn the steps you can take to introduce new strategies and technology that will help you meet the needs of your modern users. See how these practical steps can help you to improve your customer satisfaction, adoption, and service management cost structure.

    This session is approved for 1 priSM Professional Development Unit (PDU) credit.
  • Mobility. Social Media. Self-Service, Oh My! Welcome to Today’s ITSM Reality! Jul 16 2015 3:00 pm UTC 60 mins
    Allen Houpt, CA Technologies
    Today’s IT consumers want answers to their questions immediately and in the way they want to communicate- no, they are not toddlers with tantrums, rather their productivity is being impacted and they have become accustom to the consumer experience.

    Watch this webcast to learn the role mobility, social media, and self-service play in meeting today’s ”service expectations” of IT and tips on how you can use these methods to increase user productivity and satisfaction resulting in the improved perception of IT.

    This session is approved for 1 priSM Professional Development Unit (PDU) credit.
  • The Traveler's Guide to the New Frontier of IT Service Management Jun 11 2015 3:00 pm UTC 60 mins
    Robert E Stroud, CA Technologies
    IT Service Management (ITSM) has evolved dramatically and what was considered mature and effective ITSM a just short time ago is barely sufficient today. So what’s next for ITSM and are you prepared for the future?

    This webcast will discuss developments in ITSM and how industry best practices are changing. Learn more about what your organization needs to do to keep pace with the new frontier of ITSM.

    This session is approved for 1 priSM Professional Development Unit (PDU) credit.
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    Jean-Bernard Adda, Sr Consultant, Presales CSM, CA Technologies
    Le Service Management en mode SaaS : une réelle alternative pour les entreprises qui cherchent à gérer efficacement leurs services informatiques.
    De plus en plus d’organisations optent pour des solutions de Service Management en mode SaaS afin de concilier l’efficacité de la gestion de leurs services, et l’approche économique la plus pertinente.
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    Allen Houpt, CA Technologies
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    A superior IT customer experience is the key to success for any IT service organization. This webcast will discuss how strategies and tools can enable users to quickly resolve issues and why IT organizations need to be able to interact with their customers on their terms. By simply improving the user experience, you will increase adoption, satisfaction, and your customers will see the real value IT provides (YES – Love for IT).
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    Robert E Stroud, CA Technologies
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    This webcast focuses on the current state of ITIL in today’s IT-enabled businesses and explores some of the challenges ITIL faces as businesses demand more agility and rapid-time-to-market from their IT organizations, and why there’s hope for ITIL.

    This session is approved for 1 priSM Professional Development Unit (PDU) credit.
  • Protect and Serve: It's a Tough Gig and Sometimes a Thankless One. Recorded: Mar 13 2015 46 mins
    Rob England, Consultant at The IT Skeptic
    "To protect and serve"" is a good motto for IT, as there seems to be an expectation that IT exists only to create new technology solutions in response to the demands of the business: to serve. It's not true. The Information Technology department exists to protect the IT interests of the owners of the organisation whilst also serving IT's customers and users. The two don't always align.

    IT is entrusted with custody of the organisation's IT assets. Sometimes it is not in the best interests of the organisation to abandon those investments or to increase the risks to the confidentiality, integrity and availability of the information, in order to meet demands for new IT from the customers.

    Join IT Skeptic, consultant and commentator, Rob England as he explores IT's evolving role in striking a balance in extracting maximum value from existing investments against facilitating the generation of value from new investments.

    This session is approved for 1 Continual Professional Development (CPD) priSM credit.
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    Dennis Drogseth, Executive Vice President of Enterprise Management Associates
    Creating effective metrics is essential for IT Service Management (ITSM) to evolve as an increasingly critical part of cross-domain service delivery, optimization and planning. However, no two IT organizations are the same, and metrics for measuring IT efficiencies, costs, values and requirements need to be tailored to realistic levels of IT maturity and grounded in unique IT organizational environments.

    Join Enterprise Management Associates’ (EMA) Dennis Drogseth for this webcast designed to provide guidelines for building effective ITSM-related metrics based on maturity levels, objectives and readiness, including:
    • Guidelines for assessing your IT maturity level
    • Metrics associated with each maturity level
    • Process recommendations for establishing and communicating key metric priorities among key stakeholders
    • Quotes and examples of metrics-related planning from real-world ITSM initiatives

    This session is approved for 1 Continual Professional Development (CPD) priSM credit.
  • DevOps! How Come We Didn’t Think of This Sooner? Recorded: Mar 12 2015 47 mins
    George Spalding, Executive Vice President of Pink Elephant
    When a really good idea, a truly compelling service, or an “I-cannot-live-without-this” product hits the street our reaction is often “How come we didn’t think of this sooner?” Whether it’s an iPhone or iPad or a step-up bumper on a pickup truck, we are smacking our foreheads and grunting “Doh!”. DevOps is a really good idea. Merging Development with the Operations side of the house creates synergies and efficiencies that have never before been possible. From automated deployment to fewer bad changes to a robust release management process, it’s time for DevOps.

    Join Pink Elephant’s George Spalding and CA’s Robert Stroud to hear about this “Doh!” moment and how it impacts IT service management.

    This session is approved for 1 Continual Professional Development (CPD) priSM credit.
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    Paul Dooley, itSMF
    New disruptive trends are challenging IT service providers to rethink the way they plan, deploy and deliver services. Today’s IT must deliver a world class “user experience” while allowing for more frequent and rapid application deployment that supports multiple channels with strong consideration to cloud, mobility, consumer experience and more.

    This session will discuss the delivery of a high performance “support center” that can help an IT organization meet these challenges by leveraging ITIL and other good practice guidance as the IT organization transitions from reactive service support to being a proactive service provider.

    This session is approved for 1 Continual Professional Development (CPD) priSM credit.
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    Larry Shoup, IAITAM
    Due to the increasing power and prevalence of mobile devices, apps are rapidly moving from consumer-oriented gadgets to main IT functionality delivery platforms for enterprises. More powerful apps require more development man-hours and result in rising prices and increased licensing complexity. Many enterprises already struggle with software licensing compliance and costs on the traditional IT platforms.

    This session focuses on strategies for getting ahead of the curve and preventing the current software licensing challenge from being repeated in the app economy.

    This session is approved for 1 Continual Professional Development (CPD) priSM credit.
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    Doug Tedder, HDI
    In the modern app economy where we have access to a myriad of goods and services in the space between our two thumbs, does the Service Catalog have any relevance?

    In this webcast, industry expert, trainer and peer-recognized Fellow in Service Management (FSM), Doug Tedder, will discuss why having a Service Catalog -- now more than ever -- will differentiate the customer-centric e-company from its competition. He’ll also address how developing a Service Catalog may just be the opportunity that IT needs to illustrate the critical contribution that IT organizations can make to their online-all-of-the-time businesses in the app economy.

    This session is approved for 1 Continual Professional Development (CPD) priSM credit.
  • Captivate and Enable Your Workforce with Winning Support Recorded: Mar 12 2015 42 mins
    Guest speaker: Amy DeMartine, Senior Analyst at Forrester Research
    The world of IT Service Management (ITSM) has changed greatly in the recent past and will continue to do so at an increasing rate. One thing is clear: consumers of IT services now demand a pain-free, proactive, personalized and productive experience in the workplace, similar to that of consumers outside the workplace. They expect minimal touch points when resolving issues, requesting services, getting assets…and they want to do it themselves, without involving technical assistance. These expectations are the foundation to why Forrester Research sees Workplace Enablement as being the natural evolution of ITSM.

    In this webcast, guest speaker Amy DeMartine, Senior Analyst at Forrester Research, talks about what this means to today’s IT organizations and what needs to be done to deliver the service your IT consumers expect in the workplace today and in the future.

    This session is approved for 1 Continual Professional Development (CPD) priSM credit.
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    Adam Holtby, Research Analyst at Ovum Ltd.
    With the business environment and thus the strategic business needs relating to information and technology continually changing, ITSM is arguably more valuable to organizations now than ever before. In meeting the challenges presented by dynamic business environments, enterprises are constantly looking for an advantage, and ITSM can help.

    This presentation will explore why ITSM is of value to the modern, forward-thinking enterprise. It will look at the important business strategic objectives and how ITSM practices and supporting technology can help in delivering against them.

    This event is approved for 1 Continual Professional Development (CPD) credit.
  • The Great ITSM Debate of 2015! Recorded: Feb 24 2015 57 mins
    Troy Dumoulin of Pink Elephant; Rob Stroud & Randal Locke of CA Technologies
    In the era of the APP economy where business models are being disrupted daily, there is a trend towards IT becoming a service broker increasingly leveraging a cloud supplier model for delivering services. How does this fit with organizations service management making technology solution decisions? What are the governance and service level management implications of these trends? Do they warrant a sophisticated approach to SLM? Or can traditional SLM practices and service desk SLM capabilities handle this new world. What are the implications of the service broker scenario on change management? Does change management go away or take on a different role? Is it easier or more difficult? Is the BAC still needed?

    These are just some of the questions that moderator extraordinaire Allen Houpt will pose to our distinguished panelists, including Troy Dumoulin of Pink Elephant, Randal Locke CA’s ITIL Texas Ranger and Robert Stroud will discuss in this frank debate on the real value of service management!

    This event qualifies for 1 priSM Continual Professional Development (CPD) credit.
  • Simplifying the Service Desk - Yes, You Can! Recorded: Feb 12 2015 59 mins
    Rob Stroud, CA Technologies
    Software-as-a-Service (SaaS) IT Service Management (ITSM) opens the door to new opportunities for organizations burdened by complex and highly customized technology. Imagine for a moment a Service Management solution that was easy to implement, configured, easy to use, and your customers actually liked it and wanted to use it?

    Based on the success of actual implementations, this session will discuss the how you can implement your service desk solution to drive higher customer adoption, satisfaction and release your analysts to drive value!

    This session is approved for 1 priSM Continual Professional Development (CPD) credit.
  • It’s 2015. Do You Know Where Your Software Is (Software Assets, That Is)? Recorded: Jan 28 2015 59 mins
    George Spalding of Pink Elephant and Michel Avenel & Allen Houpt of CA Technologies
    You may remember the days when purchasing software meant running down to your local office supply or electronics store and picking up a box that actually had stuff in it. Then making sure you didn’t throw away the disk or sleeve because it held the all-important key that you needed for installs. Those days are long gone! Now we deal with enterprise licensing, downloadable software and licensing, and now a plethora of mobile devices with different operating systems and different apps, not to mention SaaS and subscription software. The entire concept of Software Asset Management has undergone a transformation right alongside the industry itself. Join George Spalding of Pink Elephant and Michel Avenel of CA Technologies as they discuss the latest trends, challenges and best practices in the world of Software Asset Management and why you need to pay close attention. Can you say “More Unexpected Financial Penalties and Fines”?
  • Step-by-Step Guide on How to Get Started with SaaS Service Management Today! Recorded: Jan 15 2015 55 mins
    Rob Stroud, CA Technologies
    Evaluating your options when it comes to SaaS Service Management solutions can be complex, but it does not have to be! To help you along your journey, we invite you to attend this webcast to learn more about the benefits of a SaaS Service Management Solution and how you can decide if it is right for your organization.

    As an added benefit, we will discuss how you can get started with CA Service Management by the end of the day- for free! I am sure you will agree, there is no better way to evaluate a SaaS solution than to experience the product yourself without impacting your current implementation.

    This session is approved for 1 priSM Professional Development Unit (PDU) credit.
  • The True Value of SaaS IT Service Management Recorded: Dec 11 2014 57 mins
    Robert E Stroud and Ramy Hassanein of CA Technologies
    It is a well-known fact that organizations often consider Software-as a-Service (SaaS) solutions because of the lower Total Cost of Ownership (TCO), faster time-to-value with rapid implementations, and fewer headaches over upgrades. However, are all SaaS solutions truly alike?

    If you are thinking about adopting a SaaS IT Service Management (ITSM) solution, this webcast will arm you with the information you need to make the right choice for your organization. You’ll learn how to recognize what a true SaaS solution is and how it can actually eliminate custom coding and expensive upgrades.

    Ramy Hassanein and Rob Stroud of CA Technologies will provide the takeaways and additional requirements you should look for in a SaaS ITSM Solution.

    This session is approved for 1 priSM Continuing Professional Development (CPD) credit. Attendees will also have access to the ITSM Buyer's Guide.
  • So…You Think You’ve Got a Service Catalog, Eh? Recorded: Dec 10 2014 57 mins
    George Spalding of Pink Elephant and Rob Stroud of CA Technologies
    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.
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.

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  • Title: Collaboration and Social Media: What does it mean to ITSM? (1 priSM CPD)
  • Live at: Jun 11 2013 1:00 pm
  • Presented by: George Spalding, Executive Vice President, Pink Elephant, Erik Hille and Allen Houpt, CA Technologies
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