Jan
17
Thu
Atlanta, GA – Interactive ITSM Workshop @ Georgia Tech - Student Success Center
Jan 17 @ 11:00 am – 5:00 pm

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Enterprise Service Management Workshop
Lauded by Gartner and Forrester Research as one of the best change management tools that align and increase trust within stakeholder groups involved in behavior, process and technology change programs. This ITSM workshop is used globally by executive teams within the Fortune 1000 organizations and government departments.

The interactive nature of the workshop provides a path for the participants to experience the effort of maturing an enterprise delivery system underpinned by process and supported by the appropriate technology. The approach focuses specifically on the processes and tools required to support a business need. The experience relates directly to ITSM, ERP, HR, FIN, CRM and branch support systems.

In-Room Dynamics
Participants are given roles in a sub-optimal business unit in which they have to respond to real everyday challenges and transform processes and underlying technology that meet the needs of the business. The event is fun, engaging, competitive and deeply insightful for a real world view of service management.

Feb
11
Mon
ServiceNow™ Service Mapping Fundamentals Virtual Course
Feb 11 @ 9:00 am – Feb 13 @ 5:00 pm

Register Through ServiceNow »

Instructor: Taarik Rahaman, Solution Architect, Aptris

About the Course

Learn how to discover and model business services to manage service health, determine the business impact of infrastructure problems, simplify the root cause analysis of service issues, and minimize the service impact of infrastructure changes.

During this 3‑day interactive training course, attendees will gain in‑depth knowledge and practice in configuring and using ServiceNow Service Mapping. A combination of course content and lab work will help attendees learn to:

  • Gain a clear understanding of the ServiceNow Service Mapping solution and its capabilities and how it differs from the ServiceNow Discovery solution
  • Learn the concepts and value of ServiceNow Service Mapping top‑down discovery that allows ServiceNow administrators to model an entire business service by providing a single entry point to the service such as a web URL or host address and port
  • Install and configure MID Servers
  • Navigate the Service Mapping user interface
  • Configure Service Mapping credentials
  • Configure Service Mapping to discover and model a business service from a top‑down approach including all the applications, network devices, and servers that support it
  • Gain in‑depth knowledge on how to configure Service Mapping patterns that allows administrators to model proprietary applications and connections unknown to ServiceNow Service Mapping
  • Work with the Identification and Reconciliation application to understand how inserts and updates are performed to configuration items in the CMDB
  • Gain understanding of how Service Mapping works with ServiceNow Event Management to provide visibility into service outages
  • Learn common troubleshooting techniques

Who Should Attend

This course is designed for IT Operations Managers, ServiceNow administrators, and consultants who need to implement, configure, and administer ServiceNow Service Mapping.

Prerequisites

  • Certified ServiceNow System Administrator preferred
  • Experience configuring monitoring and discovery tools and working knowledge of UNIX and/or Windows servers is highly recommended
  • A fundamental knowledge of networking including TCP/IP ports and firewalls, network protocols, IP networks, subnetting, and network devices

Register Through ServiceNow »

Have questions or need help registering?
Call us at 815-847-3400.

Feb
26
Tue
Better Together Executive Lunch Briefing on CSM – Grand Rapids @ Ruth’s Chris Steak House, Amway Grand Plaza Hotel
Feb 26 @ 11:30 am – 1:00 pm

CSM: THE DIGITAL FUTURE FOR CUSTOMER SERVICE AND SUPPORT

Corporate leaders are all engaged in the discussion of digital transformation (DX) and the associated business imperatives. This CDW lunch event will explore how DX is related to customer experience and what it means for customer service and support.

Why must service operations and initiatives such as proactive support be evaluated in parallel with technologies for DX? What digital technologies are critical for delivering superior customer service and support? What are the “must have” requirements in customer handling today? How do next generation technologies like AI blend with existing standards to enhance service and support interactions? Please join us to explore these and other Customer Service Management (CSM) issues.

Register Today »

Better Together Executive Lunch Briefing on CSM – Minneapolis @ Crave American Kitchen & Sushi Bar
Feb 26 @ 11:30 am – 1:00 pm

CSM: THE DIGITAL FUTURE FOR CUSTOMER SERVICE AND SUPPORT

Corporate leaders are all engaged in the discussion of digital transformation (DX) and the associated business imperatives. This CDW lunch event will explore how DX is related to customer experience and what it means for customer service and support.

Why must service operations and initiatives such as proactive support be evaluated in parallel with technologies for DX? What digital technologies are critical for delivering superior customer service and support? What are the “must have” requirements in customer handling today? How do next generation technologies like AI blend with existing standards to enhance service and support interactions? Please join us to explore these and other Customer Service Management (CSM) issues.

Register Today »

Feb
27
Wed
ServiceNow™ Software Asset Management Virtual Course – February
Feb 27 @ 8:00 am – Mar 1 @ 5:00 pm

Register Through ServiceNow »

Instructor: Kelli Hoeppner, Solution Architect, Aptris

About the Course
Setting up an effective Software Asset Management (SAM) practice includes key milestones: planning a design, defining policies, identifying the information required and how that information can be obtained, what the software asset processes should look like, and how the technology can support these items. Most successful SAM programs involve a variety of people and departments, including IT, finance, purchasing, services, and end users. Investing time and careful consideration to build out the SAM practice produces a higher quality outcome.

In this course, attendees will learn how to manage ServiceNow’s Software Asset Management, with a focus on:

  • Managing software licenses (models, entitlements, metrics)
  • Controlling the cost of purchasing & managing assets
  • Managing the software asset life cycle from planning to disposal
  • Using software discovery and normalization
  • Reconciling and achieving software compliance
  • Controlling software usage and reclamation
  • Improving IT software asset services to end users
  • Creating standards and processes for managing software assets

Prerequisites

To be successful on this exam, attendees need to be a ServiceNow Certified System Administrator, have experience with at least two end‑to‑end implementations with ServiceNow and have sufficient proficiency in ServiceNow Scripting. ServiceNow also offers an Implementation Bootcamp to help prepare attendees to become successful implementation consultants.

To prepare for the exam, please download the exam blueprint to review what will be covered.

Register Through ServiceNow »

Have questions or need help registering?
Call us at 815-847-3400.

Better Together Executive Lunch Briefing on CSM – Chicago @ Joe's Seafood, Prime Steak & Stone Crab
Feb 27 @ 11:30 am – 1:00 pm

CSM: THE DIGITAL FUTURE FOR CUSTOMER SERVICE AND SUPPORT

Corporate leaders are all engaged in the discussion of digital transformation (DX) and the associated business imperatives. This CDW lunch event will explore how DX is related to customer experience and what it means for customer service and support.

Why must service operations and initiatives such as proactive support be evaluated in parallel with technologies for DX? What digital technologies are critical for delivering superior customer service and support? What are the “must have” requirements in customer handling today? How do next generation technologies like AI blend with existing standards to enhance service and support interactions? Please join us to explore these and other Customer Service Management (CSM) issues.

Register Today »

Mar
6
Wed
Better Together Executive Lunch Briefing on CSM – Milwaukee @ CDW Offices
Mar 6 @ 11:30 am – 1:00 pm

CSM: THE DIGITAL FUTURE FOR CUSTOMER SERVICE AND SUPPORT

Corporate leaders are all engaged in the discussion of digital transformation (DX) and the associated business imperatives. This CDW lunch event will explore how DX is related to customer experience and what it means for customer service and support.

Why must service operations and initiatives such as proactive support be evaluated in parallel with technologies for DX? What digital technologies are critical for delivering superior customer service and support? What are the “must have” requirements in customer handling today? How do next generation technologies like AI blend with existing standards to enhance service and support interactions? Please join us to explore these and other Customer Service Management (CSM) issues.

Register Today »

Mar
7
Thu
Better Together Executive Lunch Briefing on CSM – Indianapolis @ CDW Conference Center
Mar 7 @ 11:30 am – 1:00 pm

CSM: THE DIGITAL FUTURE FOR CUSTOMER SERVICE AND SUPPORT

Corporate leaders are all engaged in the discussion of digital transformation (DX) and the associated business imperatives. This CDW lunch event will explore how DX is related to customer experience and what it means for customer service and support.

Why must service operations and initiatives such as proactive support be evaluated in parallel with technologies for DX? What digital technologies are critical for delivering superior customer service and support? What are the “must have” requirements in customer handling today? How do next generation technologies like AI blend with existing standards to enhance service and support interactions? Please join us to explore these and other Customer Service Management (CSM) issues.

Register Today »

Better Together Executive Lunch Briefing on CSM – Appleton @ Rye Restaurant
Mar 7 @ 11:30 am – 1:00 pm

CSM: THE DIGITAL FUTURE FOR CUSTOMER SERVICE AND SUPPORT

Corporate leaders are all engaged in the discussion of digital transformation (DX) and the associated business imperatives. This CDW lunch event will explore how DX is related to customer experience and what it means for customer service and support.

Why must service operations and initiatives such as proactive support be evaluated in parallel with technologies for DX? What digital technologies are critical for delivering superior customer service and support? What are the “must have” requirements in customer handling today? How do next generation technologies like AI blend with existing standards to enhance service and support interactions? Please join us to explore these and other Customer Service Management (CSM) issues.

Register Today »

Mar
11
Mon
ServiceNow™ Software Asset Management Virtual Course – March
Mar 11 @ 8:00 am – Mar 13 @ 5:00 pm

Register Through ServiceNow »

Instructor: Kelli Hoeppner, Solution Architect, Aptris

About the Course
Setting up an effective Software Asset Management (SAM) practice includes key milestones: planning a design, defining policies, identifying the information required and how that information can be obtained, what the software asset processes should look like, and how the technology can support these items. Most successful SAM programs involve a variety of people and departments, including IT, finance, purchasing, services, and end users. Investing time and careful consideration to build out the SAM practice produces a higher quality outcome.

In this course, attendees will learn how to manage ServiceNow’s Software Asset Management, with a focus on:

  • Managing software licenses (models, entitlements, metrics)
  • Controlling the cost of purchasing & managing assets
  • Managing the software asset life cycle from planning to disposal
  • Using software discovery and normalization
  • Reconciling and achieving software compliance
  • Controlling software usage and reclamation
  • Improving IT software asset services to end users
  • Creating standards and processes for managing software assets

Prerequisites

To be successful on this exam, attendees need to be a ServiceNow Certified System Administrator, have experience with at least two end‑to‑end implementations with ServiceNow and have sufficient proficiency in ServiceNow Scripting. ServiceNow also offers an Implementation Bootcamp to help prepare attendees to become successful implementation consultants.

To prepare for the exam, please download the exam blueprint to review what will be covered.

Register Through ServiceNow »

Have questions or need help registering?
Call us at 815-847-3400.