Super Powering the Service Desk in 2022

ITSM solutions to capture the full benefits of today’s hybrid working models and geographically distributed teams.

Organizations are shaping — and being shaped by — today’s shift to remote working, and hybrid work models that combine remote and onsite work are rapidly becoming the dominant ones the world over. Rapidly evolving online collaborative platforms bring geographically-distributed teams together, anytime, anywhere. Remote working creates significant new challenges for organizations that now need to protect cloud-based data, users, applications, and infrastructure on modern collaborative working platforms.

In this seminar, a panel of experienced professionals demonstrates how to combine ITSM with ESM (Enterprise Service Management) and SIAM (Service Integration & Management) capabilities to ensure the continuous delivery of the mission-critical managed services to securely connect users, applications, and data the world over.

• Deliver reliable, high-availability network and security solutions to embrace the Zero Trust Network Access (ZTNA) and Secure Access Service Edge (SASE) frameworks to converge networking and security into the cloud, and serve the needs of global customers
• Manage Accelerated, Flexible DevOps Pipelines with Modern Enterprise IT Service Management automation
• Collaborate through SIAM across regions
• Complete integration of external suppliers and service providers
• Orchestrate Multi-Provider Management with Advanced Service Integration & Management (SIAM) to support dynamic sourcing model
• Leverage ITSM to provide the automation, cloud-scale, and intrinsic security needed to connect

In today’s volatile environment, your customers, partners, and employees are more dependent than ever on your ability to deliver reliable digital services. To rise to the challenge, Change and Release Management leaders must balance competing priorities for speed and reliability.

Unfortunately, traditional Change Management processes struggle to balance the need for increased change frequency and shorter lead times with the risk of IT service disruptions. At the same time, Release Management must ensure that the higher volume of deployed changes doesn’t cause unexpected issues. The result is that in the face of increased volatility, organizations often resort to a change freeze.

How can AI-powered Change and Release Management improve the quality, availability, and performance of these mission-critical services? Join George Spalding, EVP at Pink Elephant, and Ben Sapp, Digital.ai Insights Architect, to learn about:

How Change and Release management processes fit together
Bringing together DevOps and IT Service Management to fuel Change and Release Management success
Predicting risky changes and identify root causes both upstream and downstream of change with Machine Learning
Evolution of Change Advisory Boards from approvals and governance to eliminating systemic causes of change failure across people, processes, and technologies

ITSM solutions to manage the productivity, security, and compliance of today’s work, workforces, and workplaces.

Today organizations and businesses’ operations depend on technology to achieve optimal levels of productivity and efficiency and drive world-class business outcomes and superior success. ITSM solutions are crucial to ensure regulatory compliance and create a security perimeter that can protect data and users everywhere in the cloud, without introducing friction to the business. We bring our deep IT industry and functional expertise and a range of perspectives to illustrate how to design and deliver ITSM solutions that unlock the full potential of remote work and modern cloud-based solutions.

• LEVERAGE SERVICE INTEGRATION AND MANAGEMENT (SIAM)
Select, integrate operate the right tools to keep competitive and automate crucial processes — from security to compliance — to boost productivity and deliver world-class user experiences.

• GENERATE BUSINESS VALUE FROM A SINGLE PANE OF GLASS
Bring all applications, systems, and third-party solutions together and unify their management and optimization to deliver more value and meet customer needs and business requirements.

• IT AND BUSINESS ALIGNMENT TO CONNECT EMPLOYEES, CUSTOMERS, AND EXTERNAL PROVIDERS
Deliver company-wide service transparency and efficiency to turn best-practice ITSM principles into strategic value while making business more efficient, compliant, and secure.

• UNIFIED COMPLIANCE AND SECURITY OPERATIONS (SecOps)
Integrated compliance, cyber resilience, and vulnerability management processes to protect data, users, applications, and infrastructure. Enable remote, in-office, and hybrid teams to communicate and collaborate across channels, and time zones — without the constraints of physical location, meeting space, and traditional data sharing solutions.

More and more IT organizations are using AI/ML in their IT Service Management landscape. Think about: self-service using virtual assistants, AIOps, ChatOps, Service failure prediction, automated remediation, etc. But how mature are these AI capabilities for ITSM? What is possible today? Where to start? What is coming next?

This presentation is about how Artificial Intelligence and Machine Learning can be used in your IT value streams, supporting your ITSM and DevOps transformation activities.

Learn how you can leverage AI/ML in your IT organization to streamline and automate IT activities.

Key questions discussed in this presentation:

-How does AI/ML fit into your overall IT service management landscape (of processes and tools)?
-What AI/ML features are currently available to support your IT value streams?
-How can you benefit from AI/ML?
-Where to start the AI journey in your IT organization?
-What are the future developments and trends of applying AI/ML in DevOps and ITSM?

Over the last year a lot has happened in the world. COVID, although central and heavily impacting all of our lives in one way or another, is unfortunately not the only virus that has been a topic of conversation. In the last year the focus has shifted to bring the attention on cyber security and the impact of vulnerabilities in the software and systems many organizations often considered were secure. The President of United States’ executive order on cyber security has fanned the flame to push for greater measures to protect against threats and mitigate vulnerabilities more effectively. In this talk we will explore recent reported vulnerabilities, some of the advancements being developed in the open source community and how a focus on the Sec in DevSecOps can help your organization through more effective processes and best practices in your SDLC.

In today's hyper-digital, ultra-saturated landscape, customer service organizations must work harder to meet the rising expectations of their users. After all, positive customer experiences drive business growth. As telework becomes commonplace and "on demand" mentality infiltrates more areas of our personal lives, customer service organizations must constantly evolve to meet the needs of this convenience economy.

So how can organizations keep up?

Join this 30-minute webinar to learn about the strategies and the technologies to consider when trying to meet this challenge. During the webinar we will cover the following areas and answer any questions:

- What is service experience management?
- Moving beyond reactive support
- Leveraging Automation and AIOPS
- Bridging the gap between ITSM and ITOM
- Measuring Success