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IT Service Management

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  • Call Center Best Practices Call Center Best Practices Jeff Rumburg, Managing Partner at MetricNet Recorded: Dec 13 2016 64 mins
    An overview of Call Center Best Practices.

    HEAR how the industry's top performing Call Centers Achieve World-Class Status!

    LEARN key strategies for Enhancing your Call Center Performance!

    APPLY Best Practices from your peers in the industry!

    In this webcast, MetricNet will share the Key Success Factors from the industry's top performing Call Centers!
  • Kuratieren Sie Ihren IT Service Katalog Kuratieren Sie Ihren IT Service Katalog Silke Radde (Sr Solution Engineer, BMC) and Jens Kindgen (Sr Software Consultant, BMC) Recorded: Dec 8 2016 37 mins
    Heutzutage bevorzugen geschäftliche Anwender eine konsumerorientierte Erfahrung mit der IT. Diese soll insbesondere schnell , anwenderfreundlich und unkompliziert sein und idealerweise die Arbeit der Business-Nutzer optimal unterstützen. Hier hilft IT Service Management der IT Organisation durch das Bereitstellen eines Servicekatalogs, der es den Business Anwendern auf einfache Art und Weise ermöglicht, einen benötigten IT Service und/oder Lösung zu bestellen. Dabei gibt es aber einige Eckpunkte zu beachten, die der Service Katalog idealerweise unterstützen sollte, zum Beispiel:

    - Bereitstellen einer genehmigten Liste von Apps und Services, aus denen der Benutzer die richtige Lösung für seine spezifischen Anforderungen wählen kann.
    - Transparente Darstellung des Service-Wertes für den Endbenutzer. Sind z.B. keine Kosten mit einen Service Request verknüpft, wird dieser u.U.unnötigerweise beauftragt, was zusätzliche Ausgaben und Arbeit für das IT Team zur Folge hat.
    - Möglichkeit zur Erstellung eines einzigen, zentralen Service Katalogs (für IT und Non-IT Services), der klare Preis und Erfüllungs-Definitionen für jeden Service enthält, sollte ebenfalls Ziel bei der Implementierung sein.
    - Anwenderfreundliches, mobiles Interface für den Endbenutzer.

    Das Webinar stellt die aktuellen Herausforderungen dar, mit denen Unternehmen hier heutzutage konfrontiert sind. Vorgestellt werden auch die 4 notwendigen Schritte hin zu einer Digital Curation im Kontext Service Katalog/Service Request Management. Ergänzt wird das Webinar mit einer kurzen Live Demo eines modernen Service-App-Stores für den digitalen Arbeitsplatz.
  • Use your data to Reduce Service Request Resolution Time Use your data to Reduce Service Request Resolution Time Dean Williams, President Block64 Recorded: Dec 7 2016 41 mins
    Case study examples of using better asset data to improve service, reduce cost & mitigate risk.

    Smash the silo: make your key asset data available across the organization, at all times. In this section, we’ll talk a bit about how organizations often silo their support/ticketing systems off from other systems containing key asset data, and why this would matter and introduce potential waste and headaches for an organization.

    The hidden costs of a long refresh cycle: Here I discuss the relationship between aged assets and the spike this can cause in support traffic. A look at gaps that can be exposed by having things like asset age, supportability, and current maintenance coverage can help with a refresh strategy.

    Proper maintenance coverage: a shortcut to eased support overhead.
    Here I’ll talk through a handful of real-world examples where a lack of asset oversight led to actual outages or over-payment by customers we’ve worked with.

    Pitfalls of popular maintenance platforms: Discussing some of the ways in which gaps that cause support headaches are systemically introduced by popular maintenance programs such as SmartNET.

    Using data to reduce Service Request Resolution Time: Lastly, talk about how to gauge and meter the soft and hard benefits of introducing better data during the support process
  • Service catalog in the app store era Service catalog in the app store era Narain Muralidharan, Freshservice Recorded: Dec 7 2016 29 mins
    The way we purchase has come a long way since the good old days. What used to be a cash based transaction was soon replaced by newer payment methods like wire transfers, plastic money, Bitcoin, Square, Apple Pay, etc. But enterprise service request management has remained the same even as consumer technology has evolved drastically.

    The App Store model has redefined the way we consume services. All it takes to purchase a new service is a tap of the thumb – the preferred method to purchase within the confines of your home.

    So what can we, as IT leaders, learn from the App Store to make the service request catalog experience better?
  • An emergent approach to Continual Service Improvement An emergent approach to Continual Service Improvement Mark Smalley, The IT Paradigmologist, ASL BiSL Foundation Recorded: Nov 18 2016 40 mins
    Continual Service Improvement is usually based on the plan–do–check–act (PDCA) cycle. PDCA emerged in the manufacturing era with much emphasis on statistical control. But what if the nature of the environment is more emergent than deterministic? Can the PDCA cycle still be applied and if so, how?

    This presentation explores the diverse nature of (organisational) systems, focusing on the relationship between cause and effect. It is based on Dave Snowden’s sense-making Cynefin framework. Snowden distinguishes between 4 system domains. In the Obvious and Complicated domains, systems are predictable; whereas in the Complex and Chaotic domains, they are not.

    The main takeaway from this presentation is a better understanding of the nature of systems, and knowing how best to act within the PDCA cycle.


    Mark Smalley, also known as The IT Paradigmologist, is specialized in Application Management and Business Information Management. Mark is an IT Management Consultant at Smalley.IT and Ambassador at the ASL BiSL Foundation. He is also affiliated with AllThingsITSM, APMG International, BrightTALK, BRM Institute, GamingWorks, IT4IT Forum, ITPreneurs, Pink Elephant, Taking Service Forward, Topconf, and Van Haren Publishing. Mark has reached out to thousands of IT professionals at more than 100 events in more than 20 countries. Connect with him @marksmalley & www.linkedin.com/in/marksmalley.
  • Continuous Is Great Continuous Is Great Daniel Breston, Business Technology Transitionologist, Ranger4 Recorded: Nov 15 2016 33 mins
    Continuous is a big word and often used. Continuous Service Improvement, Continuous Integration, Continuous Delivery or Deployment and I am sure you know of several more.

    Continuous is also a scary word as it implies that you are always doing something. Always.

    But Continuous can be a friend and if used as such, Continuous can help make you better than Good. Continuous can help make you great.

    Learn more about the word Continuous and why by basing it on the blended methodologies of Agile, Lean and ITSM (now known as DevOps) you, your team and your business can be great for your employees and customers.
  • Where’s the value in CSI if your customers don’t recognise it? Where’s the value in CSI if your customers don’t recognise it? Ian MacDonald FBCS CITP FISM Recorded: Nov 15 2016 50 mins
    In this session we explore the concepts of ‘value’ and the challenges facing IT service providers in conveying the value being provided from their IT services and the capabilities of their people. Where customers are unsure of the value provided, then this brings into sharp focus cost and value for money.

    A CSI strategy based on a ‘Marginal Gains’ approach recognises that with existing IT services there are always opportunities to add value to the customer from low or no cost enhancements. However, there is no value in CSI if your customers don’t recognise it.

    The benefits of CSI need to be communicated and explained in business and customer terms to all relevant stakeholders. This requires the IT service provider to recognise the strategic importance of managing customer perception and developing a communications strategy that provides timely, targeted and relevant information to customers on the value being provided.
  • Get self-service of passwords with HPE Service Anywhere – FREE Version! Get self-service of passwords with HPE Service Anywhere – FREE Version! Finn Jensen, FastPassCorp Recorded: Nov 10 2016 46 mins
    Service Desk Institute has just published a new report on corporate self-service of passwords. The report reveals significant difficulties for a majority of large companies when introducing self-service of passwords for end-users. At least 5 major problems cause users to reject self-service.
    This Webinar will highlight the results, and present the successful best practices from FastPassCorp, which enables customers to reach 75-90% adoption.
    The FastPassCloud solution can be delivered together with HPE Service Anywhere and Service Manager.
  • The Zen of Support! The Zen of Support! Jeff Rumburg, Managing Partner at MetricNet Recorded: Nov 8 2016 63 mins
    The words “Customer Support” and “Customer Service” accurately describe the role of Service Desk and Desktop Support Professionals. Unfortunately, these words sometimes carry negative connotations, and do not accurately convey the strategic potential of user support. The fact is very few support organizations operate in a Strategic Paradigm. The result is that most do not fully exploit the inherent leverage of user support to achieve a competitive advantage for IT.

    In this session Jeff Rumburg, Managing Partner at MetricNet, will discuss what it means to be a Strategic Support organization, and provide case study examples of support organizations that operate in a Strategic Support Paradigm.

    Attendees of this webcast will learn:

    •Three Sources of Leverage in a Strategic Support Organization

    •Two Metrics to Measure Your Progress Towards Strategic Significance

    •Key Success Factors for Achieving Strategic Enlightenment

    •Benchmarking Results from Strategic Support Organizations
  • Modernisieren Sie Ihr Change Management & minimieren gleichzeitig das Risiko Modernisieren Sie Ihr Change Management & minimieren gleichzeitig das Risiko Silke Radde (Sr Solution Engineer) and Jens Kindgen (Sr Solution Engineer) Recorded: Oct 27 2016 39 mins
    Durch neue Technologien ändert sich die Welt um uns herum immer schneller, was auch größere Auswirkungen als jemals zuvor mit sich bringt. Zum Beispiel stellt das Konsumieren von Unternehmens-IT die gängige Arbeitspraxis vor neuen Herausforderungen. Auch die enormer Ausbreitung von Geräten und Endpunkten führt dazu, dass sich Unternehmen mit Internet of Things Strategien beschäftigen müssen. Zudem werden durch Virtualisierung und Cloud Technologien neue, revolutionäre Wege eingeleitet, wie wir heutzutage Services konsumieren. Aber, das Handhaben von komplexen Infrastrukturen ist schwierig, ein erfolgreiches Managen von Änderungen (Changes) über diese vielschichtige Infrastruktur hinweg kann ein “Alles oder Nichts” für ein Unternehmen bedeuten.

    Hier nun die richtige Balance zwischen Agilität und Kontrolle zu finden, ist extrem kritisch für eine IT Organisation, die sowohl das Ziel hat, Risiko zu minimieren aber dennoch Business zu ermöglichen.

    Dieses Webinar stellt die entscheidenden Grundlagen für einen neuen, modernen Ansatz im Change Management dar (der ebenfalls die Bereiche Configuration und Release Management tangiert), um es IT Abteilungen zu ermöglichen, Changes effektiver durchzuführen:
    - Sinnvolle Automation: Eliminieren des Risikos und dies lieber früher als später durchführen
    - Von Daten zu Einblicken gelangen: bessere Entscheidungsfindung mit kontextabhängigen Daten
    - Gelegenheitsnutzer besser unterstützen: Einfache und intuitive Benutzererfahrung unterstützen

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