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  • 5 Contact Center Trends to Watch in 2019
    5 Contact Center Trends to Watch in 2019 Michael Pace, Erica Mancuso, Darryl Addington, Erica Marois (moderator) Recorded: Oct 17 2018 59 mins
    Fast forward to end-of-year reviews in 2019. What will your team have accomplished? Will you be proud to report on soaring CSAT scores, transformative process improvements, and unprecedented profits? If you want to set your team up for success in the year ahead, now’s the time to start planning. Join us for this eye-opening discussion on the trends you need to watch as you prepare your contact center for the future.

    In this webinar, you will learn:

    * What AI and Machine Learning will really mean for the contact center, and the practical steps you can take now to ensure smooth implementation

    * How to deliver an employee experience that will attract and retain top talent

    * What’s next for customer experience

    * How digital transformation will impact the contact center in the years ahead
  • Empowering Your Agents -- An Interview with Johannes Fischer
    Empowering Your Agents -- An Interview with Johannes Fischer Johannes Fischer and David Hadobas Recorded: Oct 17 2018 4 mins
    When your customers communicate with you via chat, phone call, etc., do they have to repeat information already provided when being routed to an agent? Do your call center agents have the tools they need to provide an effective customer service? Watch this 3-minute video and then register to join us for a webinar as we discuss how the tools your agents have access to plays a key role in delivering the right data so you are able to provide the best possible customer experience.

    To register for this webinar, click on the "Attachments" box above, then click the link to register.
  • Best Practices for Developing a Digital Customer Experience Strategy
    Best Practices for Developing a Digital Customer Experience Strategy Greg Cummings and John Irey Recorded: Oct 16 2018 62 mins
    What are companies with superior customer experiences doing differently? Join industry leaders John Irey and Greg Cummings as they share the strategy behind an effective omnichannel customer care success model. Participate in a discussion on how self-service, AI, and digital tools are shaping the customer journey and how to leverage that knowledge to build a better digital plan. Benefit from shared examples of the best and worst attempts at omnichannel and get equipped with the tools necessary to build your own strategy.

    Greg Cummings - Greg has 20 years of industry experience in consulting, operations, and contact centers -- helping to drive process improvement through an outcomes based methodology. He is currently Manager Global Channels with NICE inContact.

    John Irey - John, a contact center Principal Consultant at Mindsight, is an 18 year veteran assisting in the full life cycle of contact center engagements. His experience in both solutions and deployment engineering roles gives him deep insight into the strategy behind developing an omnichannel contact center solution for every business need.
  • Streamlining Service Management Through Platform Extensibility
    Streamlining Service Management Through Platform Extensibility Margarethe Pfeffer, Shantel Krishnan, and Carter Whitley Recorded: Oct 10 2018 49 mins
    Samanage customer, DPR Construction, will share how they have pushed the boundaries of service management. They'll present how they’re providing the highest level of service to their employees using the Samanage Service Platform.
  • Getting to “ESM” from “ITSM” Without Removing “IT”
    Getting to “ESM” from “ITSM” Without Removing “IT” George Spalding, PinkElephant and Allen Houpt, CA Technologies Recorded: Oct 10 2018 53 mins
    Most traditional uses of IT Service Management (ITSM) technologies have focused on providing an IT service desk to manage and resolve IT issues and service requests. But over the past decade organizations are getting more value out of their existing ITSM solutions by using them in non-IT applications. They are used to support requests and issues for Human Resources, Facilities, Audio Visual and many other internal departments. Externally they are used as customer-facing applications in retail, lodging, human service and almost any other industry. In this session, George Spalding, Executive VP at Pink Elephant, presents some of the numbers behind this trend, examples of creative non-IT uses of ITSM, the value organizations are receiving from this and where it all may be headed. Learn how your organization can maybe get greater value for your ITSM tool!
  • How to Implement the CIS Benchmark for Better iOS Security
    How to Implement the CIS Benchmark for Better iOS Security Nick Thompson, Product Manager, Jamf Recorded: Oct 9 2018 30 mins
    The Center for Internet Security (CIS) benchmark for iOS is a highly regarded checklist for organizations to follow when securing iPad and iPhone devices. By combining CIS recommendations with a mobile device management (MDM) tool, organizations ensure their devices are properly secured and managed.

    In our webinar, How to Implement the CIS Benchmark for Better iOS Security, we’ll walk you through the CIS benchmark and explain:

    •Ways to properly set up and manage iOS devices
    •The role of MDM to implement CIS recommendations
    •Which iOS functionality to enable or disable
  • Enterprise Service Management: A Look at the Forrester Wave with Charles Betz
    Enterprise Service Management: A Look at the Forrester Wave with Charles Betz Charles Betz, Principal Analyst, Forrester Recorded: Oct 4 2018 56 mins
    Enterprise service management solutions have expanded service thinking beyond IT. Vendor solutions enable organizations to broadly apply service management practices to the rest of the business, uncovering new value and improving service experiences across IT and non-IT business units. Forrester Research recently completed the first comprehensive survey covering 13 major ESM vendors. Join Charles Betz, Principal Analyst with Forrester, for an inside look at the latest Forrester Wave: Enterprise Service Management.

    Charles Betz
    Principal Analyst, Forrester
    Charles Betz is Forrester’s lead DevOps analyst serving infrastructure and operations professionals globally. In this role, he covers continuous deployment and release automation, incident management, and emerging topics such as containers and chaos engineering. He also covers the transformation of “traditional” IT operations organizations into next-generation digital service organizations. He retains an interest in enterprise service management topic areas such as service portfolio management, service catalog, IT asset management, application discovery and dependency mapping, configuration management, and CMDB as well as industry frameworks like ITIL, IT4IT, and COBIT.
  • How JetBlue Is Putting Humanity Back into the Airline Industry
    How JetBlue Is Putting Humanity Back into the Airline Industry Laurie Meacham, Scott Morris, Mike McCarron, Erica Marois (Moderator) Recorded: Oct 4 2018 56 mins
    In an increasingly crowded marketplace, customer service has emerged as one of the last frontiers for competitive advantage. But in a rush to be everything to everyone, many companies are overlooking one enduring need of its customers: the desire for human connection. JetBlue was founded on the mission to "bring humanity back to air travel." During this webinar, you'll hear how customer service has set the airline apart in the past, present, and vision for the future. You’ll also learn how companies in any industry can apply lessons JetBlue has learned to deliver more practical, personalized, and delightful service experiences.

    In this webinar, you will learn:
    - How to bring people, process, and technology together to deliver more customer-centric service
    - How to humanize the customer experience
    - How JetBlue leverages customer service as a competitive differentiator

    Join us for an interactive and informative hour, complete with live audience Q&A.
  • Developing a Digital CX Strategy - An Interview with Greg Cummings
    Developing a Digital CX Strategy - An Interview with Greg Cummings Greg Cummings and David Hadobas Recorded: Oct 3 2018 6 mins
    The digital customer experience is moving at a rapid pace. Many of us have engaged in the digital conversations taking place, but how are you addressing CX in this digital age? Are you looking ahead and planning for the future? We need to begin now to develop a strategy so we are prepared to address customer concerns via social, mobile, and more. Watch this brief 5-minute interview with Greg Cummings as he shares some highlights of our upcoming webinar on October 16th.

    To register for the live webinar, click on the "Attachments" box below, then click the link to register.
  • 5 Ways to Boost Staff Engagement, Quickly and Affordably
    5 Ways to Boost Staff Engagement, Quickly and Affordably Jeff Toister and Roy Atkinson (moderator) Recorded: Oct 3 2018 60 mins
    We all want an engaged service and support organization, yet success eludes us. According to a 2017 Gallup poll, employee engagement is officially stuck in a rut. In this interactive webinar, service expert Jeff Toister will share five practical ways you can quickly boost staff engagement, starting immediately and without spending a small fortune or launching a huge project. Learn about a simple motivation secret that's often overlooked, best practices for staff satisfaction surveying, no-cost engagement strategies you can implement right away, and more!
  • How to Offer Technology Choice (and Reap the Benefits)
    How to Offer Technology Choice (and Reap the Benefits) Kat Garbis, Solutions Architect, Jamf Recorded: Sep 27 2018 30 mins
    The war for talent is real. According to the Manpower Group, the enterprise is seeing its highest talent shortage since 2007 in crucial business roles such as IT, sales, engineers, finance and management. How can you get a leg up on the competition and start hiring and retaining the best talent? It begins with choice.

    In our webinar, How to Offer Technology Choice (and Reap the Benefits), we will walk you through the what, why and how of employee-choice programs, and examine recent survey findings that show 72 percent of employees will choose and stay at an organization that offers them choice in work technology.

    You’ll learn:

    - How choice influences the employee experience
    - Security implications to consider when offering choice
    - A framework to ensure a successful choice-program implementation
  • London’s Calling: ServiceNow Experts Share London’s 5 Most Compelling New Adds
    London’s Calling: ServiceNow Experts Share London’s 5 Most Compelling New Adds Ken Michelson, Marci Parker, Michelle Bautista, Johnny Walker, Meghan Lockwood Recorded: Sep 27 2018 62 mins
    On Thursday, September 27th, 1:00 PM ET, 10:00 AM PT, we've got an expert panel to discuss London. Get up-to-date with new features and figure out your next steps.

    Join Ken Michelson, VP of Platform Solutions, Marci Parker, VP of Client Delivery, Meghan Lockwood, VP of Strategic Marketing, Johnny Walker, ServiceNow Architect, and Michelle Bautista, Presales Solution Architect, as they present London's Calling: ServiceNow Experts Share London's 5 Most Compelling New Adds.

    - Learn about the 5 most compelling features ServiceNow added with London
    - Ask our panel of experts your questions about the release
    - Find out if this upgrade is right for your team, plus our tricks to creating a 5-star upgrade schedule
  • Get Ready for OS Upgrades and Apple Business Manager
    Get Ready for OS Upgrades and Apple Business Manager Nick Thompson, Product Manager, Jamf Recorded: Sep 25 2018 35 mins
    With Apple’s Worldwide Developers Conference (WWDC) behind us, it’s time to review the exciting announcements and discuss how you can prepare now for your future iOS 12, tvOS 12 and macOS Mojave updates.

    In our webinar, Get Ready for OS Upgrades and Apple Business Manager, we’ll explain the new management features and services coming your way.

    We will cover:

    •What new mobile device management (MDM) features will be available with Apple’s upcoming OS releases
    •How to prepare for OS upgrades this fall
    •An introduction to Apple Business Manager
  • Calm Operational Chaos and See Cloud More Clearly in Your Contact Center
    Calm Operational Chaos and See Cloud More Clearly in Your Contact Center Greg Cummings and Wade Myers Recorded: Sep 25 2018 56 mins
    Join us for an interactive discussion where you can ask key questions and take away practical recommendations for calming the chaos in your contact center.

    Every modern contact center seems to struggle with common challenges including:

    *Applying interaction data to improve customer experience and retention
    *The quarterly "wrangling" of operational costs
    *Maintaining quality performance standards across decentralized teams

    Keeping all these "balls" in the air makes it hard to think strategically about how to generate greater efficiency and value. Don't miss this conversation as we work to minimize the chaos so you can see the overall picture more clearly.

    Greg Cummings - Greg has 20 years of industry experience in consulting, operations, and contact centers -- helping to drive process improvement through an outcomes based methodology. He is currently Manager Global Channels with NICE inContact.

    Wade Myers - Wade has 10 years of experience in voice and data recording solutions for a wide variety of industries focused on solutions high in quality, ease of use, and customer satisfaction.
  • Machine Learning and Analytics: Taking ITSM and Support to the Next Level
    Machine Learning and Analytics: Taking ITSM and Support to the Next Level Vesna Soraic, Steve Anderson, and Roy Atkinson (moderator) Recorded: Sep 25 2018 60 mins
    Technology is becoming increasingly critical to businesses and other organizations, but as technology speeds up, we often don’t think about the negative business impacts it may bring: new hires whose equipment isn’t available, services that are interrupted, and customers or users who aren’t informed of a change or outage, to name a few. Smarter technologies driven by abundant data analytics can provide the support organization with information and solutions with more accuracy and speed than previously possible.

    Join us to learn:

    • Why analytics are important to service management and support
    • What machine learning is and how it can enable faster, better, more accurate resolutions
    • How machine learning and analytics combine to enable smart processes that can pinpoint expertise, accelerate configuration and change management, and minimize wasted time
  • 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.
  • Verizon Threat Research Advisory Center - 2018 Payment Security Report
    Verizon Threat Research Advisory Center - 2018 Payment Security Report John Grim and David Kennedy, Verizon Enterprise Solutions Recorded: Sep 19 2018 76 mins
    Fellow Cybersecurity Practitioner:

    Join us—the Verizon Threat Research Advisory Center – for our Monthly Intelligence Briefing (MIB) to discuss the current cybersecurity threat landscape.

    Our Verizon Threat Research Advisory Center presenters will be:

    •Ron Tosto, Senior Manager, Global Payment Security Practice
    •David Kennedy, Managing Principal, Open Source Intelligence
    •John Grim, Senior Manager, Investigative Response – Americas
    •Josh Costa, Senior Consultant, Investigative Response – Americas
    •Max Shubin, Senior Analyst, Threat Intelligence

    For this month’s theme: ‘Payment Security Report,’ we'll feature Ron Tosto who'll cover the latest thought leadership from Verizon, the 2018 Payment Security Report (PSR). The PSR offers industry research on the global payment security landscape. The report highlights the need for effective data protection and provides details on improving security control effectiveness.

    John Grim and Josh Costa will then cover two (2) 2018 Data Breach Digest scenarios: one involving an ecommerce breach and the other a Point of Sale (PoS) intrusion. Max Shubin will provide insight to our recent caseload. Finally, Dave Kennedy will complete this month's briefing with:

    •Current Intelligence Overview
    •Attacks and Threat Indicators
    •Latest Malware Trends
    •Significant Vulnerabilities

    If you have any questions related to payment card related data breaches that you'd like us to cover on the call, please send them to the following email address prior to September 14, 2018:

    Intel.Briefing@verizon.com

    And then tune in for an information-packed session brought to you by our very own Verizon Threat Research Advisory Center investigators, analysts, assessors, and researchers!
  • Endpoint Protection Plus– Getting More with the Budget & People You Already Have
    Endpoint Protection Plus– Getting More with the Budget & People You Already Have Roark Pollock, SVP of Marketing, Logan Gilbert, VP of Sales Engineering, at Ziften Recorded: Sep 18 2018 45 mins
    Attackers love your endpoints. And why not? Most endpoints aren’t patched. User’s disable security tools. Traditional AV won’t stop attackers. And when they get in, it takes months to find them. Then, the incident response nightmare begins. Let’s face it, endpoint protection can be complex. And selecting the right solutions can be confusing.

    In this webinar, you will learn:
    • What different analysts are saying about today’s endpoint protection marketplace.
    • Recent stats that indicate the struggles security teams continue to have.
    • Key things to consider when looking at endpoint protection platforms.
  • What to Expect at #OCR2018
    What to Expect at #OCR2018 Jeff Schweitzer, Asymmetric Solutions Architect, Verizon Recorded: Sep 12 2018 22 mins
    In 2017, Verizon hosted Operation Convergent Response (OCR) at the Guardian Centers in Perry, GA as a way of showcasing various core, new, and emerging communications technologies in live action scenarios. The attendee response was positive and seen as very helpful to the support of their core missions. And in response to overwhelming demand, Verizon will return to the Guardian Centers this year, November 5-8, to host Operation Convergent Response 2018 (#OCR2018) - and we want you to join us!

    This webinar will give you an opportunity to:
    •Learn more about the real-world experiences #OCR2018 will demonstrate to federal, state, and local agencies and organizations.

    •Hear directly from Verizon’s experts as they provide deep-dives into the various scenarios and other event activities, including a solutions showcase and conference as well as a variety of immersive learning experiences.

    •Ask additional questions in the Q&A session.

    #OCR2018 will highlight technology from Verizon and its eco-system of innovative companies at our solutions showcase and within the following immersive, real-world scenarios:

    •Active Shooter
    •Earthquake
    •Helicopter Crash
    •Hurricane
    •Interstate Pile-Up
    •Nuclear Detonation
    •Subway Attack

    Please join this webinar to learn more about #OCR2018 and how technology can help address your organization’s complex challenges so you can achieve better outcomes.

    Verizon would love to see you at this year’s event! Visit https://ocr2018.vztechnologies.com/ocr2018 and register for OCR today!
  • Forecasting the Future: Strategies for Long-Term Contact Center Planning
    Forecasting the Future: Strategies for Long-Term Contact Center Planning Justin Robbins, Paul Chance, Erica Marois (Moderator) Recorded: Sep 12 2018 59 mins
    With all of the change that’s happened in contact centers over the past 10 years, it may be daunting to think about the years ahead, but it’s a necessary and revealing exercise. Strategic, long-term planning enables organizations to prepare for and anticipate investments in technology, shifts in their workforce, and evolutions in their methods for delivering service. But how far out should a long-term plan go? And what should or shouldn’t be included in the process?

    In this ICMI webinar, you’ll hear from contact center expert Justin Robbins on how long-term planning has changed in recent years, what’s the most effective data for future planning, and ways to leverage the changes in technology and customer expectations to your advantage.

    Attend this webinar to learn about:

    - Designing long-term models for staffing and planning
    - The future of occupancy, service level, and other key WFM metrics
    - Benchmarks and best practices for long-term contact center planning
    - The latest advances in long-term forecasting capabilities
  • The Future of ITSM: Secure IT’s Seat at the Table
    The Future of ITSM: Secure IT’s Seat at the Table Matt Klassen, Cherwell; John Huckle, Business Forward; Ryan Mulvaney, Business Forward Recorded: Sep 11 2018 54 mins
    Digital transformation has become a mandate, not just for IT, but across enterprise-wide business processes, including HR, finance, and facilities. The IT organization has a unique opportunity to drive digitization and service transformation throughout the entire organization, overcoming traditional silos with a unified approach.

    Join VP of Product Marketing, Cherwell Software, Matt Klassen, John Huckle, CEO, Business Forward, and Ryan Mulvaney, Principal Consultant, Business Forward as they share how two global brands are leading the charge with digital/service transformation.

    Guest Speakers:
    John Huckle, Founder and CEO, Business Forward
    Ryan Mulvaney, Principal Consultant, Enterprise Service Management Practice, Business Forward
  • Live Webinar: Higher education - Knowledge on campus
    Live Webinar: Higher education - Knowledge on campus Julie L. Mohr and Stockholm University Recorded: Sep 11 2018 46 mins
    It´s time to develop a new culture of collective knowledge and developing analytics that empower more effective strategies.

    Julie L. Mohr, world-renowned author and thought leader, and Maria Cronfalk from Stockholm University will share how to drive innovation through the capture and use of knowledge both within IT and administrative processes. In this webinar you will learn how Knowledge is the key to finding new ways to innovate and drive lasting change on campuses around the world.

    The webinar presenter is Julie L. Mohr and you will hear the success factors from Stockholm University who are in the forefront within Self-Service Support and efficient Knowledge Management processes.
  • A CCNG Member Interview with Daniel Weiss
    A CCNG Member Interview with Daniel Weiss Daniel Weiss / David Hadobas Recorded: Sep 10 2018 3 mins
    Take a look at this brief video interview with CCNG member Daniel Weiss as he shares his thoughts about participating in a recent CCNG networking event at the Coca-Cola customer operations center in Charlotte, NC. Listen as Daniel discusses the high level of interaction and engagement that took place, and how willing everyone is to share with the group.
  • CRM at Amstore Innovation
    CRM at Amstore Innovation Praddy Vela, Commercial Director at Amstore Recorded: Sep 3 2018 3 mins
    Praddy Velas, Commercial Director at Amstore explains how Workbooks CRM has helped Amstore
  • 7 Deadly Sins of ITIL Implementations
    7 Deadly Sins of ITIL Implementations Tracy Barnes, STRITCO and Chuck Darst, Cherwell Software Recorded: Aug 28 2018 59 mins
    IT is responsible for supporting the business through daily operations, growth, and change. This hefty responsibility puts IT at the heart of nearly every forward-thinking organization. Unfortunately, there is no single methodology that tells IT exactly what to do, but Integrating best practices that support agility, while also providing stability is the only way to remain competitive.

    ITIL, the most popular IT best practice framework, raises skepticism when it comes to agility. However, when applied judiciously, strategically, and in the context of agile and lean principles can provide a stable platform while enabling speed and efficiency.


    Guest Speaker:
    Tracy Barnes, STRITCO

    About Tracy: Tracy was the project manager for the successful ISO/IEC 20000-1:2005 certification at the Florida Department of Revenue. The first state government agency to be certified in the United States. Tracy has achieved the following certifications: ITIL Expert, PMP, Executive Consultant/Manager in ITSM according to ISO/IEC 20000, Six Sigma Green Belt, Internal Audit Certificate in ITSM according to ISO/IEC 20000-1:2011, and is a Certified Public Manager.
  • Increasing Employee Satisfaction by Reducing Friction
    Increasing Employee Satisfaction by Reducing Friction Marie Ruzzo, Roy Atkinson (moderator) Oct 23 2018 5:00 pm UTC 60 mins
    Support centers track Time to Respond, Time to Answer, Handle Time, Time to Restore Service and other time-based metrics to make sure that end users are not needlessly tied up getting support, and that support analysts and technicians are providing assistance a rapidly as possible. Forrester says employees spend almost one-third of their time interacting with systems and applications. They want to be able to get on with their work with minimal interruption and they want to work where they are, when they can, from whatever device they choose. When they need assistance, they need it to be fast and minimally disruptive.

    Frustration and delay strongly affects employee satisfaction and overall morale. Employee retention is tied directly to satisfaction, and turnover is expensive and time consuming. Lowering the friction involved in both providing and receiving assistance can keep employees working and more satisfied.
  • Apple Device Management for Beginners
    Apple Device Management for Beginners Nick Thompson, Product Manager, Jamf Oct 23 2018 6:00 pm UTC 60 mins
    While some are already familiar with Apple device management, many of you are diving in for the first time and seeking guidance on ways to properly deploy, manage and secure the growing number of Mac, iPad, iPhone and Apple TV devices joining your environment. If you fall into the “I want help” camp, we are here for you.

    In our webinar, Apple Device Management for Beginners, we’ll teach you the basics and help you build, and ultimately master, your Apple management skills.
    You’ll learn:

    • What Apple services and programs are available
    • The stages of Apple lifecycle management
    • Best practices for infrastructure planning
  • Accidental Continuous Service Improvement
    Accidental Continuous Service Improvement Bob Rice Oct 24 2018 4:30 pm UTC 60 mins
    Accidental CSI - "Did I Do Thaaaat? (in your best “Steve Urkle” voice)
    Are you doing Continual Service Improvement by ACCIDENT??? Do you think you are not doing Continual Service Improvement (CSI), or not doing it well? What if you found out that you ARE doing CSI, but just don't realize it? If you think that you don't have time to improve, or have no idea where to start, and cannot get management buy-in and sponsorship to begin CSI, then this session is for you! Don’t let your service quality be held back because CSI is too hard to get started.
    This session will cover identifying areas in your organization where CSI is “brewing”, how to make those areas relevant to your CSI needs, and how to develop a CSI Roadmap. We will discuss the "low hanging fruit" of CSI, how to identify where you are ACCIDENTALLY doing CSI, and how to make it PURPOSEFUL CSI. Then you can say, “YES! I did thaaaaaat!’
    Takeaway:
    A PURPOSEFUL Roadmap approach to Continual Service Improvement
  • Continuous Improvement: Trends in IT
    Continuous Improvement: Trends in IT Sarah Mason, Jim Nethercott, and Muddu Sudhaker Oct 25 2018 4:00 pm UTC 60 mins
    This panel discussion will focus on the trends in Continuous Improvement in the IT industry in both tools and methods impacting the industry.
  • Building a Business Case for Implementing an Advance KM Solution
    Building a Business Case for Implementing an Advance KM Solution Bill Pollie Oct 30 2018 4:00 pm UTC 45 mins
    These are exciting times! Never before have we seen more new technologies being delivered internally or new products and services being delivered to customers.

    Today’s organizations are faced with challenges to meet increased service level agreements in many cases with outdated tools, strained resources and no processes in place to capture and reuse knowledge to provide acceptable support.
    If Knowledge is Power, many companies today are suffering severe power outages and disruptions to service!

    It is estimated today that 23% of a company’s knowledge walks out the door every year. The value of a company is not solely based on the products and services that you provide, but how you provide them better that your competition. Service and support is a driving factor in how consumers make their buying decisions. More and more, companies are realizing that the knowledge management solution they use is an important asset that insures a competitive advantage and a key component to implementing advanced technology.
    Effective support of new internal technology roll outs and new products and services could make a difference in you making your goals or increasing the risk of failed projects or error prone product roll outs.

    In this webinar, you will hear how customers of an advanced Knowledge Management solution from ComAround are driving significant and measurable return on investment for their companies.
  • Build Your 2019 ServiceNow Roadmap for Long-Term Success
    Build Your 2019 ServiceNow Roadmap for Long-Term Success Juliet Acuff, Adam Mason, Grant Pulver, Meghan Lockwood Oct 30 2018 5:00 pm UTC 60 mins
    Join our ServiceNow experts to find out strategies to help you start off 2019 on the right talk - from quick wins to proving ServiceNow's ROI.

    Look back at 2018 and ask yourself, how effective was my roadmap? In what ways could it change to align with my companies goals for ServiceNow?

    In this webinar, we'll be discussing trends we see from our clients, different use cases to set yourself up for success for the long-term, plus tips on how to communicate the business value of ServiceNow.
  • Lean and DevOps: All in the Family
    Lean and DevOps: All in the Family Mike Orzen, President, Mike Orzen & Associates, Inc. Niels Loader, Partner & Principal Consultant an Quint Wellington Redwood Oct 30 2018 5:00 pm UTC 60 mins
    ‘DevOps’ has become a magic word in IT. But what is DevOps, really? And what is its relationship to Lean IT and Agile? Two key experts who are furthering adoption and development of the DevOps Agile Skills Association (DASA), Mike Orzen and Niels Loader, attempt to clear up any confusion as they review a brief history of DevOps.

    In this day and age, it is almost impossible to open a website, article or publication about IT without coming across DevOps. It seems to be defining the current state of development of the IT industry. It is also one of the most misunderstood and misused terms today. DevOps is a label we have devised to describe the journey of the IT industry towards the application of Lean principles to the delivery of IT services and customer value.

    This session offers a loosely scripted conversation between two thought leaders in the DevOps community in which they explore the relationship between Lean, Agile and DevOps.
  • Mobilizing Your Workforce - How mobile apps are changing the way we connect
    Mobilizing Your Workforce - How mobile apps are changing the way we connect Brandon Rowe, Sr Manager - Product Marketing, OpenText Oct 30 2018 6:00 pm UTC 60 mins
    Let’s face it … we can no longer abide by the working rules of yesteryear. The new generation of contact center agents have grown up using mobile devices, and that means companies need the ability to quickly communicate with their agents and provide a real-time, two-way communication stream. To be successful, organizations need to engage their employees with a WFM mobile app. Empowering your agents with a mobile app leads to a better work-life balance, enhanced communications, and a streamlined scheduling process.

    This webinar will explore the impact a mobile app can have on your contact center agents, business, and customer experience.
  • Q4 2018 BrightTALK Community Update - IT Service Management
    Q4 2018 BrightTALK Community Update - IT Service Management Harriet Jamieson, Content Manager - BrightTALK and Mark Smalley - The IT Paradigmologist Oct 31 2018 1:00 pm UTC 60 mins
    Discover what's trending in the IT Service Management community on BrightTALK and how you can leverage these insights to drive growth for your company. Learn which topics and technologies are currently top of mind for security professionals and decision makers.
  • Improving Risk and Operational Results with a Cloud Identity Governance Service
    Improving Risk and Operational Results with a Cloud Identity Governance Service Matt Chambers (Asurion), Harshal Patel (Simeio), Shawn Keve (Simeio) Oct 31 2018 3:00 pm UTC 60 mins
    Learn how Asurion moved from multiple legacy, on-prem Identity Management and Access Governance tools to a single, cloud-based Identity Governance and Administration Service to improve enterprise risk and operations.
  • Wringing More Value Out of Your ITSM Tool
    Wringing More Value Out of Your ITSM Tool George Spalding, PinkElephant and Allen Houpt, CA Technologies Nov 1 2018 5:00 pm UTC 60 mins
    IT Service Management (ITSM) has a long history of vendors, features, best practices, industry analysts, etc. Likewise, it has a long history in most organizations. But why is it that so few organization have achieved a high level of maturity in ITSM? Why are there so few organizations where ITSM is viewed by executive management, or the business in general, as a mission-critical component to overall business success? In this session, George Spalding, Executive VP at Pink Elephant, explores some of the key ITSM capabilities organizations love to talk about, that can drive maturity and business value, but so few in reality have effectively implemented. Some, like the CMDB, mobility and self-service, have been around for a decade or more, while others like artificial intelligence, machine learning, natural language processing and big data are relatively new. Listen in and learn how to better embrace these capabilities to drive greater ITSM success, maturity and business value.
  • 10 Ways Contact Centers Annoy Their Customers (and How to Stop)
    10 Ways Contact Centers Annoy Their Customers (and How to Stop) Jenny Dempsey, Leslie O'Flahavan, Patrick Russell, Erica Marois (Moderator) Nov 6 2018 7:00 pm UTC 60 mins
    Have you ever had an annoying customer experience? Are you annoying your customers? During a recent #ICMIchat, we asked participants to share their biggest customer service pet peeves. Some of the answers might surprise you. Join us for this fast-paced, fun, and practical webinar. We’ll reveal a list of the top ten ways call centers exasperate their customers, and also offer up tips for breaking the bad habits.

    In this webinar, you will learn:
    •The top ten ways call centers frustrate customers
    •How to avoid committing common customer service failures
    •How to deliver more seamless and satisfying agent and customer experience

    Join us for an interactive and informative hour, complete with live audience Q&A. Come ready to take notes and ask questions!
  • The Impact of Cybersecurity on IT Response Teams: A Game Changer!
    The Impact of Cybersecurity on IT Response Teams: A Game Changer! Vincent Geffray and Roy Atkinson (moderator) Nov 13 2018 6:00 pm UTC 60 mins
    Ransomware, advanced persistent threats, and denial of service attacks—many initiated through “phishing”—will continue to frequently interrupt business and government operations. Across all industries, businesses see an uptick in cyberattacks frequency and damage to their organizations.

    “One of the best services we can provide for our customers, whether they are internal or external, is keeping their personal information—and the information needed for the business—safe. The first line of assistance should also be the first line of defense.” - Roy Atkinson, HDI

    The support center should have clear guidance on how to avoid social engineering threats and phishing threats, as well as the ability—including the time—to educate users on why support may not be able to immediately help them, or why additional information might be required. Meanwhile, when hit by a cyberattack, organizations need to execute a clearly defined and agreed upon cross-function response plan to mitigate the risks and minimize the disruption.

    In this interview-style webinar, HDI’s Roy Atkinson and Everbridge’s Vincent Geffray will discuss the importance of the support center’s role in cybersecurity prevention and response.

    What you’ll learn:
    - How Cybersecurity is Impacting Support
    - Support’s Role in Prevention
    - How, When, and Why the Support Center Should Respond


    Who should attend:
    - Support center managers who need to be aware of the importance of support in cybersecurity
    - IT directors who want to better understand responses and communications in the event of a cybersecurity event
    - Anyone in IT service and support wanting to improve their understanding of the role of support in cybersecurity
  • ITSM and SecOps: A Critical Intersection
    ITSM and SecOps: A Critical Intersection Michael Dortch - DortchonIT.com; Mike Bombard, Virima Technologies; Taylor Lehmann - CISO at Wellforce &Tufts Nov 13 2018 6:00 pm UTC 45 mins
    IT service management (ITSM) is evolving rapidly as more and more enterprises pursue digital transformation. At the same time, cyber security threats are growing in number, sophistication, and impact on the operations, revenues, and reputations of victimized companies. Meanwhile, at too many companies, service and security management are still operating in separate silos, with cooperation happening only after a threat becomes a successful breach.

    How best to move to a structure in which service and security management are integrated, proactive enablers and accelerators of your business?

    At many companies, this is one of the goals driving an increased focus on security operations, or SecOps. But there are technological, cultural, and organizational challenges to your efforts to bring IT service management and security management closer together.

    Join Industry experts Michael Dortch, Mike Bombard for a stimulating and informative discussion of these challenges and how companies are addressing them successfully. You’ll learn things you can do now to improve both service and security management at your company.
  • New to ITIL, ITSM, and Lean?  Don’t Make the Same Mistakes We Did!
    New to ITIL, ITSM, and Lean? Don’t Make the Same Mistakes We Did! George Spalding, Pink Elephant and Chuck Darst Cherwell Software Nov 13 2018 6:00 pm UTC 60 mins
    The first lesson for implementing ITIL is...never implement ITIL. Rather, focus on the key pain points your organization is experiencing today and “cherry pick” the specific ITIL processes that address these points. Don’t worry about the theory, it is all about the results.

    Do you want to hear more?

    Join George Spalding, EVP, Pink Elephant, 20-year ITIL veteran, and co-author of the ITIL v3 Continual Service Improvement volume and Chuck Darst, Senior Product Marketing Manager, Cherwell Software as they discuss the lessons learned over two decades of working to improve IT performance.

    Guest Speaker
    George Spalding, EVP, Pink Elephant
    One of North America’s most insightful and engaging ITSM and support experts, George is an ITIL® expert with more than 30 years’ experience in the IT industry and co-author of the ITIL V3 Continual Service Improvement core volume. George spent several years as a consultant to the White House on technical presentations and conferences. He also coordinated technical presentations for members of the President’s cabinet, the Smithsonian Institute and the Federal Bureau of Investigation. A regular author of IT articles and white papers and a sought-after presenter at global ITSM conferences and webinars, George’s winning personality captivates audiences, be it in print, over the airwaves or in person.
  • Empowering Your Agents with CTI and Omni-Channel Widgets
    Empowering Your Agents with CTI and Omni-Channel Widgets Johannes Fischer Nov 13 2018 7:00 pm UTC 60 mins
    Contact centers are evolving, allowing customers to self-serve more complex tasks without agent involvement. But when agents must step in, customer experience suffers due to limited access to critical information.

    Join us for this live webinar as we discuss how best-in-class organizations are building a unified customer engagement center through the use of softphones and omnichannel widgets - where agents are empowered to focus on the business processes to better serve their customers.
  • SIAM in the Cloudy world
    SIAM in the Cloudy world Steve Morgan - Director, SynaidIT and SIAM-ITSM coach & mentor, and Daniel Breston, Principal Consultant at Virtual Clarity Nov 14 2018 9:00 am UTC 45 mins
    You want to benefit from cloud. You want to benefit from Agile, ITSM and DevOps. You want to save money. You create a programme and move your services and applications to some cloudy world. Whether it is hybrid or all someone else’s have you considered the impacted on your overall processes, all of your internal staff, your customers, regulators and suppliers?

    We find that many consider some of these but few look at the entire spectrum. Cloud is a great thing, especially when viewed from the lens of integrating your service with great management (SIAM). Please join Steve Morgan, Director SynaidIT and SIAM-ITSM coach & mentor, and Daniel Breston, Principal Consultant Virtual Clarity & DevOps ITSM blender, as we discuss (argue) the good, bad, great of SIAM in the Cloudy world.
  • Choose your practice, practice your choice!
    Choose your practice, practice your choice! Simon Dorst, Michelle Major-Goldsmith - Kinetic IT Nov 14 2018 11:00 am UTC 45 mins
    As Stephen Covey said “There are three constants in life... change, choice and principles”

    Recent years have seen an explosion of different service management practices, leaving organizations confused about the best way forward. What is the best approach for building a service management model?

    Michelle Major-Goldsmith and Simon Dorst will discuss the basic background, benefits and pitfalls of common ITSM practices like ITIL, SIAM, Agile and VeriSM. Focus will be on a clear distinction of what each of these practices brings to an organisation and provide some advice on both where to start defining a service management model and how to consider integrating the latest best and enabling practices as they evolve.
  • ITSM Frameworks, Falseworks, and Scaffolding with the former head of ITIL
    ITSM Frameworks, Falseworks, and Scaffolding with the former head of ITIL Kaimar Karu - former head of ITIL and lead author of ITIL Practitioner (2016). Nov 14 2018 1:00 pm UTC 45 mins
    Join Kaimar Karu, former head of ITIL and lead author of ITIL Practitioner (2016), as he discusses frameworks, falseworks and scaffolding in the concept of ITSM.
  • Verizon Threat Research Advisory Center Monthly Intelligence Briefing
    Verizon Threat Research Advisory Center Monthly Intelligence Briefing John Grim, David Kennedy Nov 14 2018 3:00 pm UTC 90 mins
    Join us—the Verizon Threat Research Advisory Center – for our Monthly Intelligence Briefing (MIB) to discuss the current cybersecurity threat landscape.

    Our Verizon Threat Research Advisory Center presenters will be:

    •John Grim, Senior Manager, Investigative Response – Americas
    •David Kennedy, Managing Principal, Open Source Intelligence

    This webinar will cover:

    •Current Intelligence Overview
    •Attacks and Threat Indicators
    •Latest Malware Trends
    •Significant Vulnerabilities

    If you have any questions related to social attacks and data breaches that you'd like us to cover on the call, please send them to the following email address prior to November 9, 2018:

    Intel.Briefing@verizon.com

    Then tune in for an information-packed session brought to you by our very own Verizon Threat Research Advisory Center investigators, analysts, assessors, and researchers!
  • Why You Need ITIL in your Digital Transformation Strategy
    Why You Need ITIL in your Digital Transformation Strategy John F McDermott, TIL/ITSM DevOps Customer Simulations, HPE Nov 15 2018 11:00 am UTC 45 mins
    ITIL helps you maximize the potential of your digital services and ensures you keep ahead of business demand by giving you a framework of how to adapt your processes, organisation and culture.

    In this session, learn from industry leader John F McDermott of HPE how ITIL can keep you agile, adaptive, and responsive - ensuring you create value and are a pioneering and enabling facilitator of IT and its associated services.
  • Three Movements in Service Management: ITSM in 2019
    Three Movements in Service Management: ITSM in 2019 Dolf van der Haven, Information Security and Quality Manager, Verizon Enterprise Solutions Nov 15 2018 1:00 pm UTC 45 mins
    Join Dolf van der Haven, Information Security and Quality Manager, at Verizon Enterprise Solutions This webcast as he gives an overview of the three main movements in service management that will have an impact in 2019.

    This webinar will cover the new edition of ISO/IEC 20000-1, VeriSM and the new ITIL 4, and will show the merits of each movement, comparing them and demonstrating that whilst not mutually exclusive, each has their own specific merits.
  • Service Transformation: Making Work Flow
    Service Transformation: Making Work Flow Pulin Bhatt, Olivier Van Der Vreken Nov 15 2018 6:00 pm UTC 60 mins
    As digital transformation moves from vision to reality, many organizations are still struggling with manual, disconnected processes. Gaps between systems, people, and functional groups stifle the cross-functional innovation needed to produce true transformation.
    IT teams that are leading the charge in the digital era are adopting solutions that integrate systems, automate enterprise-wide workflows, and offer a collaboration platform that transcends functional silos. They are automating key processes across IT, PMO, HR, Security, and Facilities.

    Join three IT leaders as they discuss how they are creating a unified service experience, boosting productivity, and making work flow.

    Guest speakers:
    Pulin Bhatt, Director of Client Services, The University of Texas at Dallas
    Pulin is a management professional with 10+ years of diversified experience ranging in managerial to technical skills. Proficiencies in programming languages, advanced computer programs, and database management. Employs highest levels of customer service and quality controls in daily management practices, to ensure stakeholder satisfaction and repeat success.

    Olivier Van Der Vreken, Senior Analyst, Operational Efficiency, CAA-Quebec
    Olivier has over 20 years of experience as an Customer Service/User Support Manager. He is a Cherwell do-it-all expert at CAA-Quebec and is experienced in operational efficiency, process automation, and UI/UX. He also has the ITIL v2 certification.
  • Managing IT Services in 2019
    Managing IT Services in 2019 Greg Tucker - Service Management Architect, Ayearon Inc Nov 15 2018 6:00 pm UTC 45 mins
    By 2019, it has become clear that traditional service management frameworks haven’t kept pace with the industry. Practices that were unproven, but nonetheless widely accepted (if not adopted), have lost the veneer of “good” or “best” practice.

    Meanwhile, new frameworks have been introduced in the last few years that promise to address new challenges and opportunities. What should managers do with these? How far should organizations go to adopt these new practices?

    This presentation will address these questions, and also look at the state of the ITSM tools market at the end of 2018.