User forum highlights

Join us at the 2017 North American assyst User Forum and you will:

Network
Explore
Listen
Speak with other assyst users and learn how they are gaining value from assyst Get hands on with the latest version of assyst in the Tech Lounge Watch compelling presentations by industry-leading IT professionals
Learn
Grow
Enjoy
Attend interactive sessions from our most innovative North American customers Find out the latest and greatest offerings of assyst Take a moment to enjoy the sights and sounds of the Music City

 

Register


Frequently asked questions

Q) What is the charge for the 2017 North American assyst User Forum?
A) There will be a fee of $489 per person, per training course for the Pre-Forum Training, while the User Forum is FREE for assyst Customers. The only expenses for forum-only attendees are travel, accommodation and meals outside of forum hours.

Q) What is the attire for the User Forum?
A) The User Forum attire is business casual.

Q) When should I plan to arrive in Nashville?
A) If you plan to attend the pre-forum training, the training begins at 8:30 AM on Monday, October 16th. If you are only attending the Forum, the Welcome Reception will begin at 6:00 PM on Tuesday, October 17th.

Q) What time does the User Forum end?
A) The User Forum will end at 11:30 AM on Friday, October 20th.


Pre-Forum Training – Advanced Practitioner Workshops

All training sessions will use an Axios SaaS environment that is configured for this training. Attendees will have access to this environment for 2 weeks after the User Forum to review the material from their training. If you are interested in being added to the Pre-Forum Training wait list, please contact your Account Manager.

Course Fees:
$489* USD per person/per course
*Pre-Forum Training Registrants will be invoiced for the course(s). Cancellation policy: If 90 days in advance registrant will receive full refund. If 60 days in advance registrant will receive 75% refund. If 45 Days in advance registrant will receive a 50% refund. Anything less than 45 days in advance will be charged 100% of fee. If an individual needs to cancel, the course spot can be transferred to another person in their organization.


Day One Course Options (Only one may be chosen)

Option 1: Using Standard assyst Report Functionality

Purpose: Through lecture and practical exercises this 1-day course explains the internal reporting features of assyst10. The course makes use of the Axios provided Dashboard, Fixed Design Reports and assyst reports templates which are installed as part of this course. This course does not cover in-depth creation of design templates.

Objectives: The objective of this course is to consolidate, compare and practice upon all of the standard reporting feature in assyst . In this course students will learn through both training and hands on exercises.

  • Overview of Reporting Options
  • Event and Item monitors
  • Using Dashboard reports and the Full Screen Dashboard
  • Using Fixed Design reports
  • Creating reports of multiple types using the assyst Report Wizard
  • Sharing assyst reports with other assyst users
  • Publishing report results on a schedule and subscribing to published results
  • Exporting report results

Prerequisites: Familiarity of assyst concepts and terminology
Audience: This course is intended for assyst users who are interested in generating management reports within assyst .

Technical Rating (1-5): 3

Option 2: Advanced Workflow Concepts

Purpose: Through lecture and practical exercises this 1-day course teaches participants how to take advantage of the more technically oriented assyst workflow features, taking their standard workflows to the next level of efficiency.

Content: Students will build assyst workflows which will utilize the following attributes:

  • Expressions – building task descriptions based on data in the parent request
  • Dynamic Task Expressions
  • Working with Authorization Tasks and Decision Tasks
  • Embedded Processes

Prerequisites:

  • assyst administration experience
  • Pre-Class review of relevant Wiki articles
  • Basic knowledge of assyst Process Designer

Audience:

  • assyst Systems Administrators
  • Business Analysts

Technical Rating (1-5):  4

Option 3: Effective Use of SLA’s

Purpose: This 1-day, lecture oriented course is designed for customers who are ready to optimize their SLAs. During this course, attendees will extend their current knowledge of baseline SLAs.

Content: Students will explore the various attributes in assyst that can provide organizations with both operational and metrics oriented improvements from the implementation a more complex Service Level Management structure in assyst .

  • Understand SLA
  • Types of SLAs in assyst (SLAs, OLAs, UCs)
  • What is running and when
  • SLA selection
  • Discuss different SLA considerations based on Ticket type
  • Extend the understanding of Systems Actions that influence clock behavior
  • Extend standard SLA functionality using external scripts
  • Escalation and Notifications
  • Managing ticket dormancy

Prerequisites:

  • assyst experience
  • Understanding of ITIL SLA concepts

Audience:

  • assyst Systems Administrators
  • Business Analyst
  • Service Desk Managers

Technical Rating (1-5): 2


Day Two Course Options (Only one may be chosen)

Option 1: assyst Report Development using BIRT

Purpose: Through lecture and practical exercises this 1-day course teaches participants how to use BIRT to create custom wizard format report templates that can be run within assyst .

This course will be run against the instructors assyst database.

*NOTE: SaaS Customers who want to develop their own reports, after this course, based on what they have learned, will need access to a copy of their database to develop these reports. If you are not aware of this, please contact your Account Manager.

Objectives:

  • Create new Fixed Layout Wizard reports based on Axios-distributed Fixed Layout Wizard Reports
  • Create a new report Template based on the Axios-distributed Event Summary template
Prerequisites:
  • An “introduction to BIRT” course (3rd Party / external) or prior BIRT report development experience
  • “Using Standard assyst Reporting Functionality” course
  • Attendees should have strong technical skills and/or current experience with report development
  • The proper version of the BIRT reporting software must be installed on all attendee’s computers. It is available in the Release folder of the assyst distribution media. Students will be advised of the proper version in advance of this course.
  • Attendees' laptops will need to be able to connect to the instructor’s computer.

Audience:

  • assyst Systems Administrators
  • Report Developers
Technical Rating (1-5): 5

Option 2: assyst email and Action Templates

Purpose: Through lecture and practical exercises this 1-day course is designed for customers who are ready to start using the latest assyst Email and Action Template functionality.

Content: Students will become more comfortable with concepts such as:

  • assyst Emails and Action Templates
  • Substitution Keywords
  • Using simple assyst Emails
  • Using assyst Emails with Templates
  • Creating, sharing and using templates with assyst
  • Using assyst Templates for automated emails
  • Planning a migration to assyst Emails and Action Templates

Prerequisites: assyst administration experience

Audience:

  • assyst Systems Administrators
  • Business Analyst
  • Service Desk Manager

Technical Rating (1-5): 4

Option 3: Asset and Configuration

Purpose: Through lecture and practical exercises, this 1-day course is designed for the assyst administrators and Configuration Managers who wish to extend their working knowledge to configure and maintain their CMDB in assyst.

Content: As a sample, students will examine the following attributes of:

  • Create and maintain Supplier and product data
  • Create and maintain Item records and item attributes
  • Use item Relationships to create Configurations
  • Use the Item Monitor and create saveable Item Queries
  • Perform Multiple Item Updates
  • Configure Item Privileges
  • Understand the impact that Contracts can have on Logging tickets
  • Customize the Item form

Prerequisites: assyst administration experience

Audience: assyst Systems Administrators

Technical Rating (1-5): 3

Agenda

Monday, October 16, 2017

8:30 AM - 5:00 PM Pre-Forum Training

Tuesday, October 17, 2017

8:30 AM – 5:00 PM Pre-Forum Training
6:00 PM – 8:00 PM Welcome Networking Reception “ITSM Speed Dating”
Location: Pinnacle

It’s back! Join your fellow customers and Axios team members in commencing the 2017 User Forum with food, fun and networking. We will be kicking off the Reception with ITSM Speed Dating. This is your chance to go on a group “date” with your favorite ITSM Topics (and Axios Consultant). Here’s to finding new friends and increasing your knowledge!

Wednesday, October 18, 2017


Note: The Tech Lounge will be open during Breakfast, Breaks, Lunch and from 4:00 PM to 5:00 PM
8:30 AM – 4:30 PM Attendee Information Office Open
Location: Studio 11

9:00 AM – 9:15 AM

Welcome Address and Customer Attendee Introduction
Location: Melody

9:15 AM – 10:15 AM

Keynote
Speaker: Chris Rydings, Chief Technology Officer, Axios Systems
Target Attendee: All
Location: Melody
10:15 AM –10:30 AM Break
Location: Melody
10:30 AM –11:00 AM State of the Union
Speaker: Markos Symeonides, Executive Vice President, Axios Systems
Target Attendee: All
Location: Melody

11:00 AM –12:00 PM

2017/2018 Product Roadmap and Enhancements
Speaker: Cathi Davey, Chief Solution Architect, Axios Systems
Target Attendee: All
Location: Melody
12:00 PM – 1:00 PM Lunch
Location: Studio 6
1:00 PM – 1:30 PM Customer Success Story: Extending assyst Beyond IT
Light House Management Services, LLC, DBA Home Properties, is a privately  held multifamily real estate investment trust  that owns, operates, acquires and re-positions residential apartment and town house communities in suburbs of major metropolitan areas, primarily along the East Coast of the United States. The portfolio currently consists of 85 communities, totalling 30,117  units. The company also provides fee-based management services.

In this session, Joellen will discuss the benefits of getting IT a seat at the table early on in solutions discussions. As well as best practices for leveraging the existing ITSM tools and processes to reduce unnecessary spend.

This session will cover:
  • How IT can practice Business Relationship Management, starting with the Request Management on Service Desk
  • Leverage the Service Catalog offerings to facilitate non-IT requests
  • Recognize potential solution matches: assyst benefits to the business
  • How to make non-IT business decisions using assyst data
Speaker: Joellen McDougal, Service Operations Manager, Home Properties
Target Attendee: All
Location: Melody
1:30 PM – 1:45 PM Break
Location: Melody
1:45 PM – 2:45 PM assyst Deep Dive: Enterprise Service
Management (ESM)

The CIO's number one challenge is to
support and enable other business 
areas; indeed, latest industry 
research has shown that 82% of CIO's 
key priority in the next 18 months is to
support new business needs beyond
those of traditional IT. This key challenge
has been the rallying call for the development
of ITSM towards a solution which will deliver
new service requirements to the whole
enterprise. Whether under the label of 
Enterprise Service Management (ESM) or
Business Service Management (BSM), many
organizations are looking at opportunities
to leverage the disciplines that have been
developed around ITSM to help other areas
of the business.

This session will focus on how service 
management models, tools and practices
can be applied to other non-IT service domains
within the business. We will discuss:
- Common opportunities for ESM across
organizations
- Techniques to identify and deliver these 
opportunities
- How to use assyst both in IT and other service
departments
- Getting executive buy-in from the business
and ensuring internal business alignment
- Breaking down silos and reducing technology
costs
- Staffing considerations to make ESM a success

Speakers: To be announced
Target Attendee: Management
Location: Studio 5A
assyst Deep Dive: assystIPaas and assyst ETM
What are assystIPass and assystETM and what
can they do for me?

The assyst Integrations Platform as a Service
(assystIPaas) is the first component of Axios's next
generation integration functionality. This session
provides an introduction to the new architecture and
it's direction,  and then gets into a deep dive on assyst
Enterprise Transformation Manager (assystETM).

This session will cover:
- assystIPaas architecture
- assystETM component overview including:
        1. Channels
        2. Supported Sources
        3. Resources
        4. Data Mappers
        5. Data Mapping Definitions
        6. Data Management Workbooks (DMW)
- DMW vs Master Data Workbook (MDW)
- Advanced email processing using assystETM
- Advanced file processing using assystETM

Speakers: To be announced
Target Attendee: Technical/Support
Location: Studio 5B
2:45 PM – 3:00 PM Break
Location: Melody
3:00 PM – 4:00 PM Roundtable Session
(Choose One) 

Self Service
Topics Covered: Driving adoption, rolling out new features to End Users, getting End User feedback/input, introducing Level 0 support
Facilitators: To be announced
Track: User Experience
Location: Studio 5A

Axios Support
Topics Covered: Being proactive, knowing what’s available (wiki, CES, KEDB, etc.), understanding what we can do to support you better 
Facilitators: To be announced
Track: Administration
Location: Studio 5B

CMDB
Topics Covered: Where to start, what should be in the CMDB, challenges and tips for keeping the CMDB up to date, automating the upkeep of data  
Facilitators: To be announced
Track: CMDB
Location: Melody
4:00 PM – 4:30 PM Daily Wrap Up
Location: Melody

Didn’t get a chance to ask a question during a session you attended? Interested to see how your fellow customers are doing something you are struggling with? Want to visit the Tech Lounge? The Daily Wrap Up is your chance to do all of the above and more.

Thursday, October 19, 2017

Note: The Tech Lounge will be open during Breakfast, Breaks, Lunch and from 4:00 PM to 5:00 PM
8:30 AM – 4:30 PM Attendee Information Office Open
Location: Studio 11
8:45 AM – 9:00 AM Announcements
Location: Melody
9:00 AM – 9:30 AM Customer Success Story: Tracking Inventory - Leveraging Product Structure and Item Movements
Innovapost is the Information Technology Shared Services provider for the Canada Post Group of Companies, including Canada Post, Purolator and SCI Group Inc. They provide client-specific Information Technology (IT), Information Systems (IS) and business solution services exclusively to all groups and functions within the Canada Post Group of Companies on an exclusive cost-recovery basis. Innovapost has over 800 business and technical professionals with offices in Ottawa, Mississauga and Toronto.

In this session, Paula will discuss how Innovapost leverages the key fields in the assyst product structure in order to understand and track inventory. She will also explain how loaded inventory can be tracked, as well as what else needs to be tracked based on configurations. Finally, she will explain how to leverage this information in day-to-day activities, as well as best practices for communicating to other systems through business-to-business communication.

Key Takeaways include:
- How to leverage the available fields in assyst for the product class, product and item
- Best practices for using custom item forms
- Planning guidelines for understanding the purpose of the inventory and how it will be used, what you will need to report, who requires access, etc.

Speaker: Paula Sloan, Solution Designer, Innovapost
Target Attendee: All
Location: Melody
9:30 AM – 9:45 AM Break
Location: Melody
9:45 AM – 10:45 AM assyst Deep Dive: Self Service Adoption
The benefits of IT self-service are well-
known and proven. However, IT must drive
end user adoption for it to be successful
and reduce IT service/help desk costs.
IT self service empowers end users to solve
their own IT-related issues, and helps the
IT organization lower its service and support
costs. However, IT self service does require
time and money to set up and maintain. 
Unless end users actually use IT self service,
that time and money will be wasted. This
session outlines the driving factors that
prompt end users to utilize self service, so
that its benefits can be realized. During this
session we will discuss:
- Barriers to adoption
- Driving adoption
- Examples of self service

Speakers: To be announced
Target Attendee: Management
Location: Studio 5A
assyst Deep Dive: Advanced assyst Admin
This session is meant for experienced assyst
administrators who want to improve their 
assyst experience within their organization.
This session focuses on the features and
functionality that are often deferred (and 
forgotten) during the initial implementation.
We will also cover tips about managing
change to assyst.

Topics covered include:
- Queries
- Column Profiles (wow - I didn't know 
these were so flexible)
- Actions
- Sharing and Data Visibility Techniques
- Form Customizations
- Service Visibility
- Workflows
- assystREST
- Managing assyst Releases
      1. How can you manage new releases
      of assyst functionality for your organization?
      This is not about new versions of the assyst
      software, this is about your internal assyst
      releases, roll outs and optimization.

Speaker: To be announced
Target Attendee: Technical/Support
Location: Studio 5B
10:45 AM – 11:00 AM Break
Location: Melody
11:00 AM – 12:00 PM Roundtable Session
(Choose One) 

Enterprise Service Management
Topics Covered: Request Management in Non-IT areas including: HR, Finance, Sales, Facilities 
Facilitators: To be announced
Track: User Experience
Location: Studio 5A

assyst Administration
Topics Covered: Preparing and applying upgrades, standard care & feeding for a health systems, handling requests for enhancements, managing assyst updates as releases, what assyst updates fall under change control in your environment 
Facilitators: To be announced
Track: Administration
Location: Studio 5B

ITAM Suite
Topics Covered: Hardware Asset Management, Software Asset Management, Patch Management, Event Management, monitoring your infrastructure and services 
Facilitators: To be announced
Track: CMDB
Location: Melody
12:00 PM – 1:00 PM Lunch
Location: Studio 6
1:00 PM – 1:30 PM Customer Success Story: Shifting towards Excellence - The Service Catalog Factor

As one of only two national grocery retailers in Canada, Sobeys Inc. serves the food shopping needs of Canadians with approximately 1,500 stores in all 10 provinces under retail banners that include Sobeys, Safeway, IGA, Foodland, FreshCo, Price Chopper, Thrifty Foods and Lawtons Drugs, as well as more than 380 retail fuel locations. With a mission to bring better food to Canadians by helping them Eat Better, Feel Better and Do Better, Sobeys and its franchisees and affiliates employ more than 125,000 people from coast-to-coast.

In this session, Alain will discuss Sobeys’ journey with assyst, with a focus on Service Catalog. He will demonstrate how the team worked together to define process goals, policies, measurements (Critical Success Factors, KPIs and Metrics), a new process flow, categorization schemas and the Service Catalog prioritization model.

Key Takeaways Include:
  • How to successfully develop a Service Catalog process in assyst
  • Tips for successfully training end users on a multi-national level
  • How to use the Service Catalog to drive reporting accuracy
  • Best Practices for IT collaboration when building your Service Catalog
Speaker: Alain Tremblay, Director, IT Service Centre, Sobeys Inc.
Target Attendee: All
Location: Melody
1:30 PM – 1:45 PM Break
Location: Melody
1:45 PM – 2:45 PM assyst Deep Dive: Problem Management - 
Potentially the Most Immature of Mature
ITIL Processes

Unchanged significantly in the past decade
or more, Problem Management (one of the
original ITIL processes), has suffered from
the passing of time without much 
acceptance as a vital Service Improvement
model by many. Organizations have not 
recognized Problem as an equal partner
to similar legacy processes such as 
Incident and Change, and relative newcomer
Request Fulfilment. This one-hour, participant-
active session will help shed some light on
common themes that roadblock organizations
to make serious in-roads in Problem
Management to improve IT service.

This session will include:
- Introduction and Problem Management
overview
- Why isn't Problem Management a priority
for you?
- What is the investment required, what is the
ROI
- How to get traction for a Problem implementation

Speakers: Martin Fraser, ITSM Consultant, Axios
Systems
Target Attendee: Management
Location: Studio 5A
assyst Deep Dive: assystITAM Implementation
Considerations
This session is designed for customers considering
implementing assystITAM.

This session will cover:
- assystITAM Architecture - how will this fit in your
environment, whether SaaS or on Premise
- assystITAM Editions - how are they different and
which is likely to be best for you   
- assystITAM Implementation Journeys - all
implementations will start with a fairly standard
installation of the core software and discovery.
Where you go from there depends on your
business needs
- What preparation is required to ensure a smooth 
implementation of assystITAM
- assystITAM Gateway - what can you do with this

Speaker: To be announced
Target Attendee: Technical/Support
Location: Studio 5B
2:45 PM – 3:00 PM Break
Location: Melody
3:00 PM – 4:00 PM Roundtable Session
(Choose One) 

Service Catalog
Topics Covered:Structure of offerings, ease-of-use for End Users, upkeep & maintenance, form complexity, managing visibility
Facilitators: To be announced
Track: User Experience
Location: Studio 5A

Integrations and use of assystNET
Topics Covered:APIs and connectors available, integration considerations, preparing for an integration 
Facilitators: To be announced
Track: Administration
Location: Studio 5B

Reporting
Topics Covered:Out-of-the-box reports, the power of the wizard, using a third party tool (or how to avoid when using SaaS), meaningful metrics, data to drive decisions  
Facilitators: To be announced
Track: CMDB
Location: Melody
4:00 PM – 4:30 PM Daily Wrap Up
Location: Melody Didn’t get a chance to ask a question during a session you attended? Interested to see how your fellow customers are doing something you are struggling with? Want to visit the Tech Lounge? The Daily Wrap Up is your chance to do all of the above and more.

Friday, October 20, 2017

Note: The Tech Lounge will be open during Breakfast and Breaks
8:30 AM – 11:00 AM Attendee Information Office Open
Location: Studio 11
8:45 AM – 9:00 AM Announcements
Location: Melody
9:00 AM – 10:00 AM Axios Topical Presentation: Top Use Cases for assyst ITAM

Properly implementing an ITAM Solution can be a daunting task, but if a well-thought-out plan is created and carried out, it can help make the organization more efficient and provide useful metrics to aid in managing the infrastructure.
This session will provide some insight on our top use cases for assyst ITAM.  We will cover the following:
  1. Managing Assets with Discovery
  2. License Management & Software Re-harvesting
  3. Software Governance & IT Compliance
  4. IT Automation for Patch Management
  5. Managing & Automating Software Requests
  6. Green IT - Power Saving Opportunities
  7. Refurbishing & Reclaiming Assets with IT Automation
  8. Improved Desktop Support
Speaker: To Be Announced
Target Attendee: All
Location: Melody
10:00 AM – 10:30 AM Customer Success Story: Business Optimization Case Study

Pomeroy is a recognized industry leader in optimizing IT infrastructures with comprehensive solutions in three key areas – Workplace, Network, and Data Center Services.

Pomeroy had a process heavy request management system with a lot of field services groups that do things manually, miss steps, miss revenue which lead to poor customer satisfaction. Their solution to overcoming these issues is to provide better visibility into the lifecycle of each of the project requests as well as setting up a document repository, all in assyst. This session is focused on the approach they took to implementing this, key achievements and lessons learned.

Speaker: Eric Wickstrom, Director, Product Technology, Pomeroy
Target Attendee: All
Location: Melody
10:30 AM – 11:00 AM Break
11:00 AM – 11:30 AM Customer Awards and Forum Wrap
Location: Melody

Register


Venue information

Sheraton Grand Nashville


Venue website

Location
623 Union Street
Nashville, TN, 37219, US

Directions

Make a reservation
To book your hotel accommodations for the reduced rate of $249 per night, please call 800-447-9825 and mention the 2017 North American assyst User Forum or visit the following link: https://www.starwoodmeeting.com/Book/AxoisSystemsOct2017

Air and Ground Transportation
Located in the heart of the country, Nashville International Airport is easily accessible from most major cities. Check your favorite airline for flight times and prices. From the airport, you can take a cab, car service or rental car to the Sheraton Grand Nashville. For more information, please visit https://www.flynashville.com

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Join us Oct 16-20, 2017, at the Sheraton Grand Nashville for the 2017 NA assyst User Forum.

You’re invited to the

2017 North American assyst User Forum

Join us at the 2017 User Forum