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Samanage

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  • How IT Plays a Lead Role in Expanding Service Management
    How IT Plays a Lead Role in Expanding Service Management Liz Beckner and Shvonne Craig Recorded: Sep 19 2018 46 mins
    IT leaders are experts in service management. From ITIL best practices, to building workflows, to measuring service delivery, IT has it down to a science.

    But the employee experience reaches far beyond IT. This webinar will show you how IT can take a leadership role in helping other departments deliver the same quality services to employees throughout the organization. Shvonne Craig, Director of IT Services at EXOS, will explain how she helped create a single platform for employee support by including all of the major stakeholders.
  • 3 Steps IT Can Take to Deliver a Better Employee Experience
    3 Steps IT Can Take to Deliver a Better Employee Experience Matt Cox, Bryan Greer Recorded: Aug 8 2018 49 mins
    Goya Foods is a global organization serving thousands of customers all over the world. How does an organization that large deliver a better employee experience? Join Bryan Greer, Senior System Engineer at Goya Foods, as he shares the top three ways they've used IT service management best practices to improve internal customer satisfaction:
    - Build a user-friendly service portal
    - Measure success with tangible data
    - Continuous improvement and expansion of best practices
  • Modernizing the Employee Experience Through IT Service Management
    Modernizing the Employee Experience Through IT Service Management Kyle Shepard, Matt Cox, Joseph Brown Recorded: Jul 25 2018 44 mins
    Organizations are looking to access services in a completely different way. In the past, technology leaders have had to deal with multiple softwares or solutions for individual lines of business, now they have the opportunity to take all of the services within an organization and measure them through one service platform. In this panel discussion, we’ll go through the tenants of customer service and how those are now applied through IT service management best practices to make this the era of employee services.
  • Employee Service is a Game Changer
    Employee Service is a Game Changer Bob Gardner, David Russell Recorded: Jul 17 2018 42 mins
    In today’s organization, every department is a service provider. Modern service management strategy has drastically improved IT services, but employees need more than that. Accreditation Commission for Health Care (ACHC), actually introduced a service catalog and ticketing strategy through its marketing department. It was such a success that multiple departments followed suit. Learn how they strategized, implemented, and measured results throughout their organization!
  • Changing the Mindset of Your Employees with Service Portal Adoption
    Changing the Mindset of Your Employees with Service Portal Adoption Susan Bonville, Tina Williams & Kyle Shepard Recorded: Jul 12 2018 35 mins
    In this webinar, we’ll show you how adoption of your self-service portal can improve both CSAT and service desk efficiency, as well as increase collaboration across the organization. We’ll also introduce you to First Health of the Carolinas, as they share how they creatively pushed portal adoption throughout their large organization, turning thousands of potential help desk phone calls into thousands of quickly-resolved tickets.
  • GDPR:  Samanage Looking To The Future
    GDPR: Samanage Looking To The Future Matt Stone Recorded: May 29 2018 42 mins
    The new GDPR guidelines have brought us to a new level of oversight for dealing with data privacy.

    In this webinar we will discuss:
    What data privacy means to Samanage.
    How Samanage approached GDPR compliance within the ITSM space. How Samanage will be operationalizing privacy management post May 25 2018.
    Best practice methods for Samanage and our customers to work together to maintain compliance.
  • Toolkit: 5 Essential ITSM Best Practices and How to Implement Them
    Toolkit: 5 Essential ITSM Best Practices and How to Implement Them Joseph Brown - Senior Manager, Implementation at Samanage Recorded: May 16 2018 36 mins
    In this webinar, Samanage will give you a toolkit that will enable you to apply the 5 must-do ITSM best practices to every department in your organization – all while increasing employee satisfaction and driving positive business results.

    What Joseph will cover:

    1. ITIL - How can other departments benefit from incorporating elements of the ITIL framework that promote continuous improvements to best streamline service delivery?

    2. Knowledge Base - What if your organization had a comprehensive database of articles, resources, and resolutions available for all employees to easily access no matter what department they were submitting a request to?

    3. Self-Service - How about if you had a single portal where employees can submit an IT ticket, facilities ticket, or even a catering request for an event?

    4. Automations - From SLA breach alerts to new hire onboarding requests, wouldn’t it be nice if you could eliminate redundant tasks, set up alerts, and more?

    5. Service Catalog - How can a robust service catalog streamline everyday workflows across departments, like a request for marketing to update the company website?
  • Service Success Begins with Your Users
    Service Success Begins with Your Users Matt Cox, Andy Zindel Recorded: Dec 7 2017 40 mins
    IT departments have a lot to keep track of. Employees throughout the organization use assets, request licenses, change roles, and add business tools. They come and go in a steady stream. Luckily, the right tools and integrations can simplify these processes so your service desk can fluidly handle these transitions.
  • Change Management 101: Precursor to ITIL
    Change Management 101: Precursor to ITIL Britt Layman Recorded: Sep 27 2017 26 mins
    Building a strong foundation is a great way to begin any endeavor - change management is no different. Earlier this year, we covered change management according to ITIL. Now, we take a step back to cover change management from a less technical perspective.

    Join Britt Layman, Customer Success Manager at Samanage, on Wednesday, September 27 at 2pm EST, as he walks you through the process of determining use cases and setting up change management.

    You’ll learn:

    • The basic elements of change management
    • What processes are prime for change management
    • Tactics to effectively involve cross-departmental collaboration for approvals
    • What to do when processes don’t go according to plan
  • Accelerating Efficiency in Service Management with Automation
    Accelerating Efficiency in Service Management with Automation Nathan Riley Recorded: Sep 14 2017 35 mins
    Even in this time of ever-changing technology, artificial intelligence and machine learning seem a long way away from trickling down to day-to-day life. But the time for automation and AI for the service desk.

    Join Nathan Riley, Sales Director at Samanage, on Thursday, September 14 at 2pm EST, as he discusses the swift rise of automated processes in the service desk, and how machine learning is already infiltrating ITSM.

    In this webinar you’ll learn:

    • Advanced service desk best practices (workflows, categories, etc)
    • Results from a survey conducted among IT professionals
    • Use cases for automation and AI in real service desks

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