Hi [[ session.user.profile.firstName ]]

Serviceaide

  • Date
  • Rating
  • Views
  • It’s Time to Rethink IT Self-Service: How to Improve the Service Desk
    It’s Time to Rethink IT Self-Service: How to Improve the Service Desk
    Rich Graves, Director of Product Management @ Serviceaide Recorded: Nov 15 2018 57 mins
    Self-service has been a key component of service desks for a decade but has yet to truly deliver the benefits that organizations were hoping for. Although self-service provides value for help desk teams, customers’ experiences often fall short of being satisfying. In fact, in a recent HDI survey, 71% of organizations say that improving customer experiences is a priority.

    This webcast discusses how service management teams can enable better experiences by providing conversational approaches to issue resolution using virtual agents. Luma, an innovative virtual agent from Serviceaide, guides users to create actionable tickets, performs knowledge lookups and streamlines tasks such as password resets, amongst other capabilities. Best of all, Luma is available 24x7 to ensure customers get their issues resolved rapidly anywhere, at any time. Attend this webcast to see how virtual agents can improve customer self-service experiences.
  • Introducing Luma for CA Technologies IT Service Management
    Introducing Luma for CA Technologies IT Service Management
    Dale Clark Recorded: Aug 9 2018 60 mins
    Introducing Luma the Virtual Agent with Artificial Intelligence. Learn how organizations using ITSM software from CA Technologies can rapidly leverage this powerful capability without altering their current implementations. •You will see Luma in action, automating self-service, guiding users to create actionable tickets, performing knowledge lookups, and automating tasks such as reset password.
  • Re-Inventing IT Service Management with Artificial Intelligence
    Re-Inventing IT Service Management with Artificial Intelligence
    Rich Graves, Director of Product Management @ ServiceAide Recorded: Jul 18 2018 48 mins
    Artificial Intelligence has finally come to IT Service Management in the form of a Virtual Agent that can act as a Level-0 analyst. This webinar will explain how Luma, a virtual agent can perform the duties of a Level-0 technician, freeing organizations from the high cost of manning a help desk and providing round-the-clock support. You will see Luma in action, automating self-service, guiding users to create actionable tickets, performing knowledge lookups, and automating tasks such as reset password. Users stay informed of ticket status and can provide feedback whenever and wherever they are through the channel of your choice. Since a Level-0 tech should also unburden senior techs, you’ll see how Luma helps level-2 technicians improve their productivity by managing and assigning tickets, automatically following up with users, and enabling users to access and update ticket information without a human technician in the loop. Finally, see the no-coding tools available to create unique capabilities for your organization if the 200+ out of the box skills need to be extended.
  • Learn how AI will help you Conquer the Top 5 IT Service Hurdles
    Learn how AI will help you Conquer the Top 5 IT Service Hurdles
    William Guinn & Forrester Research  Recorded: Nov 16 2017 62 mins
    Learn how to overcome the 5 most common frustrations and efficiency impediments. ServiceAide’s CTO William Guinn will describe how artificial intelligence and a virtual support agent integrated into our Cloud Service Management™ products will aid you to overcome them, as well as how you can lower your ticket volume, resolution time, ticket processing costs, and increase customer satisfaction and IT/support job satisfaction.
  • Making technology projects succeed
    Making technology projects succeed
    Micah Garside-White & Ken Laufmann Recorded: Oct 24 2017 26 mins
    25% of technology projects fail outright, 20-25% don’t show any ROI, and as much as 50% need massive reworking by the time they are finished.
    Join our open forum, and ask questions as we walk you through what it takes to have a successful a Ticketing Solution. Hear tips, tricks and horror stories from the best.
  • Ransomware: ITSM is the best defense
    Ransomware: ITSM is the best defense
    Micah Garside-White Recorded: Sep 26 2017 28 mins
    Ransomware is hammering the Internet, and when a system is infected it is already too late for IT to help.

    IT cannot reverse the damage of most attacks, and a single compromised system is the gateway to an entire enterprise.

    After a brief discussion of what ransomware is, we will explore the people, processes, and technologies that are effectively securing the historically vulnerable parts of a company.
  • Assets vs. Configuration Items
    Assets vs. Configuration Items
    Ken Laufmann Recorded: Sep 19 2017 28 mins
    What is the difference between an Asset and a Configuration Item?
    There is a lot of confusion as to what the difference is between an Asset and a Configuration Item (CI). When should a new object be an asset and when should it be a CI? In a lot of ways, they are alike, but there are some very important differences between them.


    Presented by ServiceAide a provider of Cloud Service Management, a SaaS ITSM solution focused on Managed Service Providers and IT organizations.
  • Stop repetition, Save time and Be proactive with our Service Desk Edition.
    Stop repetition, Save time and Be proactive with our Service Desk Edition.
    Mac Guinn, Micah Garside-White Recorded: Aug 8 2017 30 mins
    Participate in our webinar, and we will show you how to implement a service catalog, how you will benefit from asset management and why your company needs service level agreements.

    Asset Discovery & Asset Management provides value to you and your customers by expeditiously understanding and resolving issues by linking incidents and assets. This valuable information makes it straightforward to track what assets are in use, need updating, are problematic, or are a security risk.

    A Service Catalog saves your technicians time by having service requests as a digital one click store front. End-users love and benefit from a single source for all their needs, a search mechanism allowing them to easily find what they need without frustration, and obtain immediate feedback and status updates.

    Service Level Agreements prioritize your activities to ensure compliance. Give the tickets a voice let them automatically escalate when they are nearing an SLA breach. SLAs create automatic metrics that are used for analysis and reporting to highlight recurring issues and drive continuous improvement.
  • Nampa School District achieved high standards for IT Service Management.
    Nampa School District achieved high standards for IT Service Management.
    Peter Jurhs Recorded: May 25 2017 47 mins
    Please join us for a free interactive webinar to learn how Nampa School District achieved high standards for IT Service Management.

    Mr Peter Jurhs - Director of Information Services- will share his experience and knowledge during this 45 minutes Webinar.
    “My team is able to properly categorize and track issues so we can proactively fix things that are broken before productivity and/or learning are impeded. We can quickly triage and prioritize our activity letting us responsively fix things like a broken key on a computer keyboard and hence maximize the availability of that computer.”

    QUICK FACTS ABOUT THE NAMPA SCHOOL DISTRICT

    - 1 Administrator- 10 Agents
    - 57 tickets per day
    - 88% Customer Satisfaction

    - 17,000 K-12 Students
    - 23 schools - 14 Elementary Schools - 4 Middle Schools - 4 High Schools -1 Career Technical School
  • Create a New ITSM Service Offering In Minutes!
    Create a New ITSM Service Offering In Minutes!
    Micah Garside-White, Solution Architect Recorded: Apr 26 2017 42 mins
    IT Service Management has been too complex for far too long.

    Join us for 45 minutes and see how the ServiceAide ITSM platform provides an easily customizable, code free solution for your Service Management needs - accessible in minutes!

    During this 45-minute webinar, you'll learn:

    1- The philosophy behind ITSM
    2- Understand the value of ITSM
    3- Start your first ITSM processes in minutes
    - Create a service
    - Structure data and load them
    - Configure processes


    Micah Garside-White is Solutions Architect at ServiceAide, working on Service Management solutions for clients of every size, from multinational with 30,000 active users to start-ups.

Embed in website or blog