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Webinar Archive 2008
	"Analyst Perspective: ITIL v3 and the Value of a Service Catalog" March 12, 2008 Download this webinar replay and hear our guest speaker, leading industry analyst Peter O'Neill of Forrester Research, as he discusses what's new in ITIL version 3 - including the importance of the IT Service Catalog. The implementation of a Service Catalog helps IT organizations to adapt to this change by: Providing a lingua franca for IT and the business; Defining standard and repeatable service offerings; and Demonstrating the value of IT services to the business Learn how your IT department can deploy a Service Catalog to transition from a technology-focused function to a true service organization.
	"Service Catalog Case Study: Learn how Charles Schwab & Co. is Using a Service Catalog to Transform Their IT Operations" January 30, 2008 Listen to this Case Study Webinar and hear Debra McMahon of Charles Schwab describe how an IT Service Catalog can: Increase customer satisfaction by making it easier to work with IT Improve operational efficiency by streamlining activities within the service request process Deliver success for your ITIL program and demonstrate tangible evidence of IT transformation Learn how you can get started with an IT Service Catalog to transform your IT organization and achieve ITIL success

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Webinar Archive 2007
	"ITIL V3 and the IT Service Catalog" December 12, 2007 This webinar explored ITIL Version 3 and explained why the Service Catalog has become central and essential to ITIL. Discover key new processes in ITIL V3 including: Service Catalog Management Service Portfolio Management Request Fulfillment Listen to this replay and learn why "The service catalog has matured to become one of, if not the most important undertakings within IT."
	"Service Catalog Case Study: The Key to ITIL Success" October 30, 2007 Download this replay to hear featured speaker, David Moule of AIB describe how this global financial services firm: Implemented an actionable Service Catalog integrated with request fulfillment, providing a "one stop shop" for IT service requests Achieved immediate benefits for ITIL success, with feedback that the Service Catalog is "One of the best things IT has ever done" Automated the service request process, rationalized service offerings, and saved 152 person days in the first 30 weeks
	"Service Catalog Webinar with Leading Analyst Firm Gartner" September, 2007 In this On Demand Webinar, Gartner Analyst Kris Brittain discusses several key issues: What is an IT Service Portfolio? What is a Service Catalog? What does ITIL Version 3 say about the Service Catalog and Service Portfolio? How can you leverage tools to define your portfolio of IT services and create a Service Catalog?
	"ITIL v3 — Learn from One of the ITIL Refresh Authors" May 8, 2007 Download this replay to hear featured speakers, Majid Iqbal, co-author of the ITIL v3 Service Strategy Book, and Jason Schroedl, vice president of newScale, discuss key concepts of the ITIL v3 Refresh. Learn more about: The new concepts introduced in the ITIL V3 Service Strategy book Managing IT demand with an IT Service Catalog The ITIL v3 processes of Service Portfolio Management, Demand Management, and IT Financial Management
	"ITIL, the IT Service Catalog, and Service Level Management" April 3, 2007 This webinar gave practical guidance on how an IT organization could better serve its customers. Learn how to define and standardize your services with a service catalog and set customer expectations through service level management — both key components to ITIL success. Featuring Rodrigo Flores, CTO and Founder of newScale, and Char LaBounty, President and Founder of LaBounty & Associates, Inc, listen to this replay and learn about: ITIL — how to move from a technology-centric to service-centric approach? Service Catalog — how to deploy an actionable and operational catalog? Service Level Management — where do SLAs, OLAs, and underpinning contracts fit in?
	"ITIL Best Practices – How to Design a Service Catalog" February 1, 2007 Experts from newScale and Pink Elephant recently teamed together to write a new book for ITIL practitioners — sharing best practices for your IT Service Catalog initiative! Download this webinar replay to: Hear highlights and tips from this ground-breaking new book: "Defining IT Success Through The Service Catalog" Learn first-hand from the authors: Pink Elephant's ITSM guru Troy DuMoulin and newScale founder Rodrigo Flores Gain practical guidance on how to design and implement an IT Service Catalog according to ITIL best practices

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Webinar Archive 2006
	"Service Catalog Webinar: A Case Study in IT Service Delivery" November 14, 2006 This webinar featured newScale customer, Mutual of Omaha, and their vision for operational excellence in IT service delivery and their lessons learned in deploying an actionable IT Service Catalog for end users. This presentation will walk you through the key aspects of their initiative to: Define standardized and repeatable IT services Improve end user satisfaction by making it easy to request services Streamline IT fulfillment and drive down service delivery costs Ensure better use of IT resources to support growing customer demands
	"The Service Catalogue and The CMDB" October 11, 2006 Realizing that many IT organizations are struggling with how best to approach ITIL, a leading independent analyst group, the Butler Group, investigated whether the implementation of a Service Catalogue should be started early in the process of adoption, either in parallel or before the introduction of the CMDB. Download the replay of this webinar and hear featured speaker, Martin Gandar, discuss Butler Group's assessment and recommendations, addressing the following topics: Typical ITIL Starting Points CMDB Pitfalls and Challenges Starting your CMDB Project with a Service Catalogue The Financial Case for a Service Catalogue
	"End–to–End IT Service Management with BMC and newScale" September 13, 2006 Learn how an actionable IT Service Catalog can complement and jump-start your IT Service Management investment. IT organizations adopting the ITIL framework need a comprehensive solution for managing their customers and services — as well as their assets and systems. The newScale Service Catalog delivers this business-oriented "front office" for IT — complementing the "back office" help desk, change management, asset management, and CMDB capabilities delivered by BMC IT Service Management. In this webinar, you will discover how newScale IT Service Catalog and BMC IT Service Management solutions can: Increase IT service quality Enhance IT effectiveness, ensure compliance, and Improve internal customer satisfaction for your IT operations Listen to this webinar replay featuring Simon King from BMC and Bill Fine from newScale to learn more about the power of these combined solutions.
	"Allstate's Transition to a Service-Centric Model for IT" June 14, 2006 To ensure world class delivery of IT services to its internal customers, Allstate's Enterprise Infrastructure Services group recognized the need to transform into a service-centric IT organization. They identified four main areas of focus: Concise integrated services — offerings clearly communicated in a Service Catalog Transparent operations — measurable service delivery & visibility into consumption Advisory partnerships — Service Catalog interface and account teams to manage business interactions Cost-effective delivery — process efficiencies to support continued growth Learn about this Fortune 50 corporation's adoption of a service-centric model for IT — starting with an IT Service Catalog. Download the replay of this webinar featuring Allstate senior planning consultant Roman Dumiak.
	"Service Catalog: Quick Win for the IT Organization" March 30, 2006 This Webinar addresses the importance of a Service Catalog within the ITIL framework and outlines why Service Catalogs are often cited as the quickest win for the IT organization. Download the replay of this Webinar with analyst Dennis Gaughan of AMR Research to learn about: The Service Catalog in the context of ITIL The need for a customer-focused Service Catalog The benefits of implementing a Service Catalog How to accelerate your Service Catalog initiative
	"The IT Service Catalog and the Marketing of IT" March 2, 2006 CIOs want to run their IT organizations like a business — so they pay close attention to finances, governance, quality, and process. But what business can provide products or services to its customers without marketing and communications? In this Webinar, Laurie Orlov of Forrester Research outlined how IT organizations can embrace the concepts and principles of marketing.  View the replay to learn how the IT Service Catalog enables the “four Ps” of marketing: Product: a catalog of services to communicate IT’s offerings, presented in business-relevant terms Price: provide visibility into financial information for the funding and budgeting of IT services Place: market the right services for each customer segment based on their unique needs, location, and role Promotion: ensure awareness and adoption, with a user-friendly and accessible channel
	"Excelling in IT Operations Through IT Service Management" February 1, 2006 Are you striving to become a strategic business partner to your internal customers? Developing a portfolio of standardized IT services, with repeatable process methodologies for service delivery and support, will help IT organizations improve IT service quality, reduce costs and increase business value and agility. Gartner's IT Management Process Maturity Model aids IT organizations in plotting a course toward IT service management and value creation. Download this Webinar replay featuring Gartner analyst Deb Curtis to learn: How the IT operations group can use people, process and tools to achieve IT service excellence Using the Gartner IT Management Process Maturity Model as a roadmap to evolve your organization Proven strategies for more business-oriented, customer-centric IT service management Best practices for an IT Service Catalog to accelerate this transition

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Webinar Archive 2005
	"IT Outsourcers – Drive Competitive Advantage and Profitability" November 9, 2005 Ensuring higher service levels while containing costs is a challenge faced by all IT outsourcers and managed service providers. This complimentary Webinar with Julie Giera of Forrester Research covers: How IT service providers can increase profitability by avoiding costly SLA penalties and reducing variable costs How to improve customer satisfaction with an actionable, ITIL-compliant Service Catalog How to achieve competitive differentiation by streamlining request management How to optimize performance with greater insight into demand and more control over service delivery
	"IT Service Portfolio Management – Demand-Driven Strategies" November 3, 2005 Service Portfolio Management enables a customer-focused and demand-driven model for IT services. Download this webinar replay with Lou Mosher of IBM to learn: How to use a Service Catalog to deliver standardized and repeatable services to internal customers How the Service Catalog becomes the focal point for a successful implementation of the ITIL framework How to price or charge for service offerings, and manage cost information for each service How to leverage the Service Catalog to influence IT consumption by the business units How to follow a logical roadmap for adopting and adapting to this model
	"IT Service Management and Measurement Best Practices" October 5, 2005 IT has never lacked for measurement. In fact, measurement is a key part of any IT Service Management initiative. However, most IT measures focus on technical metrics that remain a mystery to business users. In this Webinar, Craig Symons of Forrester Research describes best practices for delivering a more business-oriented approach to IT measurement: Survey Results from Recent Forrester Research on IT Measurement An Overview of Strategic Measurement Frameworks including Balanced Scorecard, ITIL, CobiT, and Six Sigma Tracking Service Management Metrics to Increase Reliability and Optimize Service Quality Managing Business-Relevant Metrics for Financial Transparency and Alignment with Key Business Drivers Recommended IT Measurement Approaches How to Use the IT Service Catalog to Drive Continuous Improvement and Communicate Business Value
	"ITIL Service Catalog: How to Ensure Success" July 26, 2005 The imperative of improving service quality – and demonstrating value to the business – is driving many IT organizations to implement process methodologies such as the ITIL® (IT Infrastructure Library) framework. The ITIL methodology is based on the concepts of Service and Customer care. The Service Catalog is at the core of these fundamental concepts and offers a way to: Define and market available services Standardize service fulfillment processes Establish achievable service levels Determine the associated costs Manage performance
	"The Business of IT – Best Practices to Define, Standardize and Optimize IT Services" April 21, 2005 Forrester Research estimates that IT organizations can cut costs by 30 to 40 percent by implementing a Service Catalog and standardizing services. But it’s not just about reducing costs - this same approach can help IT operations increase service quality by 25 to 40 percent and deliver greater value to the business. Join Forrester analyst Julie Giera to learn how IT leaders can reorient their focus beyond cost-cutting - to achieve operational excellence and deliver business value. In this webinar, Julie will discuss best practices for: Improving IT credibility, with increased internal customer satisfaction Ensuring sustainable governance through repeatable and predictable IT service delivery Demonstrating ongoing regulatory compliance and accountability by enforcing IT control processes Providing flexibility and managing IT risk associated with mergers
	"Manage IT Demand with an Actionable Service Catalog" March 8, 2005 CIOs must transform their IT organizations to become responsive, cost-effective, and demand-driven service providers.  According to Dennis Gaughan of AMR Research, “IT is facing increasing pressure to run its operations like a business, but it lacks the tools to do so effectively. Just like in the supply chain, better alignment between demand and supply leads to improved performance and lower costs." Join Dennis in this webinar to learn how to: Define, catalog and promote standardized IT services aligned with business needs Implement a consumption-based model to effectively prioritize and manage IT demand Improve service quality and predictability through repeatable delivery processes Enable continuous improvement, with greater financial and operational visibility
	"ITIL Business Perspective: Deploy a Customer-Focused Service Catalog" February 9, 2005 The imperative of improving service quality – and demonstrating value to the business – is driving many IT organizations to implement the ITIL framework. As a foundation for defining services and communicating with the business, the Service Catalog represents a critical element to any successful ITIL initiative. Join Dan Vogel of META Group in this webinar to learn how a Service Catalog can help further your ITIL initiatives and improve alignment with the needs of business unit customers: Extend ITIL best practices beyond Service Support processes – to embrace Service Level Management and the Business Perspective Leverage the Service Catalog to define IT services, standardize processes, manage demand, and communicate performance Arm the Service Delivery Manager, Business Relationship Manager and Service Level Manager with a customer-focused Service Catalog

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Webinar Archive 2004
	"IT Performance Management: An Essential Part of the ISCo Model" — featuring Colleen Young, Gartner Analyst - 11/11/04
	"Leverage Service Catalogs to Demonstrate the Value of IT" — featuring Dan Vogel, META Analyst - 10/13/04
	"Best Practices to Reduce Costs and Run Internal Services Like a Business" — featuring Jim Sinur of Gartner - 2/11/04

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Webinar Archive 2003
Running Service Delivery Like a Business Series
	"How to Ensure Success with Strategic Outsourcing" — featuring Julie Giera of Giga Group - 11/12/03
	"How to Treat Users Like Customers" — featuring Julie Giera of Giga Group - 10/15/03
	"Key Service Delivery Metrics and Industry Best Practices" — featuring Julie Giera of Giga Group - 9/17/03
	"Standardizing on Best Practice Service Delivery" —- featuring Julie Giera of Giga Group - 7/17/03
	"Learn How to Drive Business Benefits with Service Level Agreements" — featuring Julie Giera of Giga Group - 4/30/03
	"Service Catalogs as a First Step to Running IT as a Business" — featuring Julie Giera of Giga Group - 2/13/03

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Webinar Archive 2002
	"Conquering Service Volume: A Starbucks Success Story" — featuring Ray Schutte of Starbucks - 8/13/02

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