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SysAid Help Desk & ITSM

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  • Déjenos mostrarle SysAid (Spanish Webinar) Déjenos mostrarle SysAid (Spanish Webinar) Emanuel Benderman Recorded: Jul 19 2016 32 mins
    Este webinar les brinda una visita guiada a través de la solución de ITSM de SysAid, mostrándole cómo SysAid le puede ayudar en los desafíos a los que se enfrentan los profesionales de TI hoy día.
  • Empower Your IT Manager with SysAid's Business Intelligence (BI) Analytics Tool Empower Your IT Manager with SysAid's Business Intelligence (BI) Analytics Tool Josh Phillips Recorded: Jul 19 2016 5 mins
    Are you a manager in an IT team? Do you have the challenge of running multiple reports, giving quality data back to your colleagues and the rest of the senior managers in your organization? In this 5 minute video we will present you with the tool to deal with these challenges.
  • A Practical Approach to Getting Started with Service Catalog A Practical Approach to Getting Started with Service Catalog Greg Sanker - IT Service Management blogger, speaker, and practitioner Recorded: Feb 10 2016 59 mins
    Know you need a service catalog, but not ready for a full IT service management (ITSM) program? This webinar will present a practical approach to "reverse engineer" the core elements of a service catalog. ITSM practitioner Greg Sanker will explain how every organization has 'services' whether they know it or not. He will show how to identify your services and create plain-language service descriptions, which help create clarity and form the basis of a functional service catalog.

    Greg will show how to bypasses cultural resistance to the "we need a service catalog" approach, and actually create demand (and buy in) for a basic service catalog.
  • Never Underestimate the Importance of Change Management Never Underestimate the Importance of Change Management Ivor Macfarlane, IT Service Management Consultant and Trainer Recorded: Nov 18 2015 56 mins
    Change management is a corporate necessity, however it can be very difficult for organizations to get it right. Part of the issue comes from organizations seeing change management as just another ITSM process – like configuration or capacity management, say – when change needs a much bigger perspective. These days changes are rarely, if ever, just about IT.

    This webinar will look at the difficulties that organizations encounter when they set up and operate change management capabilities, as well as:
    * Why change management is more than just “change control” and what constitutes a “successful change”
    * How the way in which we deal with personal change can help us survive change management at work
    * What the different levels of change authority are
    * How standard changes play a key role in surviving change management
    * The evaluation, evolution, and customer perspective of change management

    Failing to understand the importance of change management can significantly hinder your organization. Join us for this webinar to ensure that your change management processes are working to benefit, not handicap, your business.
  • Vitamin KM: Better Problem Solving with Knowledge Management Vitamin KM: Better Problem Solving with Knowledge Management Aprill Allen, knowledge management consultant and IT writer Recorded: Sep 9 2015 38 mins
    Knowledge management, or more specifically knowledge exploitation, can make a significant contribution in improving an organization’s productivity and innovation. It’s particularly relevant and beneficial to the work of IT support analysts, who are often under pressure to quickly provide resolutions or answers – where from a business perspective, any delay by IT potentially costs money or adversely affects the company’s brand.

    However, while knowledge management has increased its profile within the IT service management (ITSM) industry in recent years, it’s sadly still one of the capabilities that many IT professionals know they need, but they can’t get the budget to support a related improvement program.

    A healthy knowledge culture, with knowledge management processes embedded into the day-to-day support workflow, will provide your IT support staff with vital knowledge when they need it, and the self-confidence to do their job well. Knowledge management can also lower stress and reduce the effort wasted on rework – it can ultimately feed a well-maintained self-service facility.
    In this webinar, we’ll take a look at:
    * What knowledge is, and what we mean by knowledge management
    * Suggestions for building cultural awareness
    * Common roadblocks to adoption and the keys to success
    * Best practices your team can adopt, without the need for a big budget
    * Key tips on how to justify knowledge management in your organization
  • Real-World Tips for Self-Service Success Real-World Tips for Self-Service Success Stephen Mann and Stuart Rance Recorded: Jul 22 2015 60 mins
    Employee self-service is often viewed by IT as a 'knight in shining armor' since it can provide quicker employee access to both help and new services, while taking some of the pressure off overworked corporate IT service desks. However, for many organizations, their initial attempts to introduce self-service have been more white elephant than white knight – with low employee adoption and utilization rates – often due to an overemphasis on the technology.

    Thankfully now, after many hard lessons have been learned, some organizations are finally getting self-service right. In this webinar, we’ll share how they’ve succeeded, by:

    * Exploring the variety of challenges and potential pitfalls with self-service – including technology, management, and end-user perspectives
    * Offering practical advice and good practice on how to design, launch, manage, and encourage the use of an employee self-service facility for IT (or any other corporate service provider)
    * Providing sensible actions that will help you to either get started with, or to improve upon, self-service within your organization
  • The Right Metrics for Your Service Desk The Right Metrics for Your Service Desk Rob England (aka The IT Skeptic) - ITSM author, commentator, and consultant Recorded: May 20 2015 62 mins
    When it comes to measuring the performance of a Service Desk, what are the right metrics to use and the right ways to measure? There is a lot of good advice on this topic already, but in this webinar, Rob England brings the IT Skeptic's critical approach to the question, and looks at:

    * What are the right metrics
    * How to achieve a balanced view
    * Being careful in interpreting the results

    Too many organizations settle for resolution times and call numbers to measure their Service Desk performance. Learn how these are not only not enough, but may not be the right metrics at all!
  • Improving Incident Management: How to Get Happier Customers with Less Effort Improving Incident Management: How to Get Happier Customers with Less Effort Stuart Rance, ITSM consultant, trainer, and author Recorded: Mar 11 2015 48 mins
    Incident management can be a very costly process, with lots of staff using expensive tools and telephony. It is also very visible to customers, who will let you know very quickly if it doesn’t meet their needs. So it’s really important to make sure this process is as efficient and effective as possible.

    This session will be based on Stuart’s many years of working with clients from a wide variety of industries and countries, many of whom have needed to implement improvements to incident management. Stuart will describe approaches that have worked for other organizations, which you may be able to adopt into your own improvement program.
  • Let Us Show You SysAid Let Us Show You SysAid Joshua Phillips - SysAid Sales Team Supervisor & Trainer Recorded: Jan 1 2015 22 mins
    This webinar provides a guided tour through SysAid's ITSM solution, providing examples of how SysAid can help out with the challenges that IT professionals face today.
  • What Does the Future Look Like for ITSM? [Webinar with Glenn O'Donnell] What Does the Future Look Like for ITSM? [Webinar with Glenn O'Donnell] Glenn O'Donnell, Michael Slabodnick Recorded: Sep 16 2014 20 mins
    There’s a lot of hype around the future of IT service management (ITSM) and whether or not it can survive in a dramatically changing technological and business environment. In this webinar, we speak with VP & Research Director Glenn O’Donnell from Forrester Research,

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