Driving Innovation & Automation in ITSM

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

Globe Telecom has been a leader in enterprise digital transformation since 2014, realizing clear benefits in the area of adaptive infrastructure to drive business agility at scale. This webinar will talk how Globe and Cascadeo works with its customers to achieve similar success, and how AI-Assisted operations leads to reduced human operational workload, downtime, tooling, and expense. This is achieved through our AIOps solution, cascadeo.io , an IT service intelligence platform, with data analytics at its core, covering all major public cloud platforms.

Accelerating delivery cycles through DevOps tools and practices is the topic of our time. In fact, according to the “Accelerate State of DevOps 2021” report by DORA, the percentage of organizations reporting “Elite” DevOps performance has grown by more than 370% from 2018 to 2021.

How can you measure and improve DevOps in your organization? The well-known DORA metrics are certainly a good first step, but for the “big leap” you need more than that….

Combining DORA metrics with analytics and AI/ML can help you release better quality software more frequently and enable reliable customer experiences. Join us for this webinar featuring Matthias Zieger, Technical Director at
Digital.ai, and learn more about:

-Introduction to DORA metrics and what they do (and don’t) tell you
-Using analytics to understand not just “what” is occurring but why
-How AI/ML models can help you identify and eliminate the root cause of DevOps risk factors
-Automating Change and Release governance with metrics and AI/ML
-Digital.ai customer case studies

Resolving incidents and problems in an IT service management (ITSM) solution is a constant process. Devices break, users require assistance to resolve issues, and systems fail spontaneously. To reduce mean time to resolution (MTTR), automation and artificial intelligence (AI) in ITSM solutions have come a long way.

From sentiment analysis and case deflection to the automation of workflows and ticket routing, ITSM solutions are now smart enough to quickly deflect and resolve many routine incidents. This not only reduces the firefighting in ITSM but helps deliver improved end-user/customer satisfaction within an organization. In the end, IT and service agents look like heroes and easily meet their service-level agreements (SLAs) by reducing MTTR.

In this webcast, you’ll hear from Director of Product Marketing Seyi Verma and Senior Sales Engineer Sean Sebring on how AI and automation can do the following:

• Help deflect incidents and reduce help desk tickets
• Aid and optimize ITSM processes for efficient operations
• Provide faster incident and problem resolution
• Deliver higher end-user/customer satisfaction

“We need to be, and remain, fluid in the way we approach change beyond digital transformation!”

So many understand and experience innovation differently. Creating something new often means living on the outside edge. However, it’s often when you’re on the ‘IN’side that your curiosity and detective work opens up depths to new paths you didn’t know existed. Mostly, we only skim the surface of innovation’s potential. Do you want to ‘dunk’ under the surface or submerse yourself?

Let’s briefly explore the thinking, context and abilities that develop from being IN on Innovation and the maturing relationships between frameworks and their impact on humanising IT.

Among the many factors that continue to drive change in today’s ever-evolving business landscape, two stand out: digital transformation and COVID-19. With COVID-19, IT organizations and service management teams are shifting priorities. The challenges with supporting remote workforces suddenly changed, resulting in new mandatory requirements for an agile, flexible, yet resilient approach to delivering better employee experiences while trying to maintain business growth.

Digital interactions are the new norm, where large populations of remote workers require support services by IT services. The best modern support experiences leverage AI and hyperautomation to give employees a personalized and frictionless experience across all channels. Scaling service experience with self-help AI-driven resolutions and end-to-end automation to augment business tasks, actions, and workflows are the key to accelerating business transformation.

Service management frameworks all tell us of the importance of service value. But how do we measure that value? And how do we use those measurements to manage our services? In this presentation, we look at service value in the context of service systems. A typology of service values is described. We recommend metrics for measuring each type of service value. Finally, we look at who uses those measurements and how they contribute to managing services.

With the consumerization of enterprise IT, employees are expecting the same level of service excellence from IT service management (ITSM) solutions. Users expect enterprise services to be delivered instantly, in the device and channel of their preference, with a high degree of personalization and without having to talk to someone. Leading enterprises are now transforming toward ITSM+ by embracing cognitive AI, Robotic Process Automation and Conversational Experience, which promise to boost productivity while using fewer resources, achieving greater cost savings and delivering an engaging customer experience for enhanced satisfaction.

In this talk, we will start by drawing the Service Desk Journey, from Help Desk to Today's Segregated Service Desk, highlighting business and operational challenges affecting Employees, Customers and Service Desk Service Agents. We will then introduce the new paradigm shift of ITSM+, and present in great details the a novel five-layer reference architecture. We will walk the audience through each of the comprising layers and conclude with how to get started in this disruptive digital transformation.