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  • Enterprise Service Management is Finally a Business Reality
    Enterprise Service Management is Finally a Business Reality
    Stephen Mann, independent ITSM blogger, writer and presenter Recorded: Nov 18 2015 46 mins
    IT didn’t invent service management. Nor is IT the only corporate service provider that can benefit from service management or, for that matter, IT service management (ITSM). The reality is that other corporate service providers such as HR, facilities, and legal have similar operational and service management requirements to IT. For example in dealing with employee issues, requests for services and information, and changes. And, as such, these other business functions can also benefit from proven ITSM best practices and capabilities, such as ticketing, workflow and automation, knowledge management, and self-service – to improve efficiency and to deliver a better customer experience. This non-IT use of ITSM is now commonly called “enterprise service management” and, after over a decade of low-profile adoption, it has finally risen up the corporate improvement agenda to become one of the hottest ITSM and business improvement trends of 2015 and beyond.

    Attend this webinar to:

    - Understand the issues common across corporate service providers such as IT, HR, and facilities, and how enterprise service management can help.
    - Appreciate what enterprise service management entails and how ITSM technology can be reimagined and leveraged to support other business functions.
    - Receive practical tips on how to best start out, plan, deploy, and succeed with enterprise service management.
  • Metrics that Matter: Focusing on key metrics for an efficient service desk
    Metrics that Matter: Focusing on key metrics for an efficient service desk
    Alan Berkson, Director of Community Outreach, Freshdesk Recorded: Dec 11 2014 34 mins
    Focusing on key metrics for an efficient service desk and happy users. Webinar brought to you by Freshservice
  • Gamifying your Service Desk
    Gamifying your Service Desk
    Barclay Rae (ITSMGoodness), Narain Muralidharan (Freshservice) Recorded: Oct 8 2014 45 mins
    Gamification is often regarded as ‘quirky, trivial and not-for-business’, and it can be difficult to convince management of the potential uses and benefits of using a gamified approach, particularly for IT Service Management.. There are challenges that need to be faced such as, will this work for the Service Desk and our organisation? Are we ready for it? Do we understand how it works and know how to get the best out of it?

    This presentation will look at these issues and provide advice and practical suggestions on how to tackle the challenges of culture and human resistance that may occur. It will also include some real life examples of how gamification can be used by Service Desks and IT Organisations and how to use ITSM tools to enhance service quality and employee satisfaction.

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