Help Desk and Support

Join BrightTALK's Harriet Jamieson and Launch Product Marketing's Elisabeth Thomas as they review the latest developments in IT Service Management.

From automation to ITIL 4, Harriet and Elisabeth will be covering where ITSM is headed in the coming months.

According to new ICMI research, only 16% of contact center leaders strongly agreed that their QA program was setting them up for success. Are you part of the 84% that aren’t completely sold on your QA program? If so, mark your calendar! Join us on April 24 to get an exclusive first look at the soon-to-be-released results from our recent quality management and analytics study. Whether you’re looking to benchmark your current practices against your peers, or seeking ways to refine your approach to analytics and quality management, you don’t want to miss this!

During this webinar, you will learn:
- What ICMI’s research reveals about the current state of quality management and analytics in the contact center
- How contact center leaders feel about the impact and influence of quality management on their organizations
- How you can leverage predictive analytics to take your quality to the next level

Join us for an interactive and informative hour, complete with live audience Q&A.

Are the machines out to get you? Are they going to replace you and your colleagues? The short answer is "No", but they have the potential to change how you do your job. This primer will enable you to be informed about these changes and proactive in making your job more productive and enjoyable.

This presentation will dive into how components of artificial intelligence are being used to create modern conversational support experiences today. Learn about the differences between chatbots and virtual agents, discuss scenarios where virtual agents excel, and how virtual agents can improve key support metrics such as MTTR and customer satisfaction.

As your business scales, manually tracking, updating, and surfacing the right knowledge to your customers in a personalized, relevant manner quickly becomes unmanageable. This can lead to inconsistent and unreliable experiences for your customers and places unnecessary burdens on your support staff. Smarter, automated, and more scalable user experiences are necessary to get ahead.

Join TSIA and Coveo for this 45-minute, prescriptive webinar that will reveal how to inject relevance into your support experiences at every customer interaction. We’ll demonstrate how companies are using AI-powered search and insights to leverage the intent and information behind every touch point of the customer journey to drive contextual, personalized, proactive experiences that result in:

-Improved self-service success and case deflection.
-Coherent and unified interactions across all support channels.
-Better content strategy and user experience decisions based on data.

You’ll also get a peek at the AI-powered support strategies that pacesetter companies like Salesforce, VMware, and Informatica are using to achieve relevance at every touchpoint.

Nearly all organizations know the opportunities and benefits of effective knowledge management, yet many still struggle to achieve long-term ROI. Knowledge management initiatives can be difficult, and your organization may be facing numerous challenges when it comes to people, processes, technology, and the overall culture in your organization. To help you, EasyVista teamed up with ITSM industry leader and analyst, Stephen Mann, in a 45-minute webinar to show you how to effectively create the best possible knowledge management environment for self-service success.

Earlier this year, AXELOS, the owners of the ITIL intellectual property, released the Foundation publication and certification part of ITIL 4. But what is it? Our speaker, Lou Hunnebeck, is one of the authors of the new foundation material and the lead editor of the “Direct, Plan & Improve” ITIL 4 publication currently being written. She will speak with us about ITIL 4 and share key information and insights.

Expect to hear about:
•The elements and organization of ITIL4 – books and exams
•How ITIL 4 evolved from earlier versions of the guidance
•Learning and Certification on ITIL 4
•Maximizing your value from ITIL 4.

We’ve all moved into the future. ITIL is doing the same!

More and more students are taking advantage of online college resources, often in the form of distance learning programs. In fact, a 2018 study by the Babson Survey Research Group found that distance program enrollments have increased for 14 consecutive years. The total distance learning population is now well over 6 million students, and those students depend on robust, reliable technologies, tools, and support to enable their education.

In this interview with Michael O'Leary, Client Services Manager at Southern New Hampshire University, learn how SNHU, which offers over 200 career-focused online college degree programs, enables student success through remote support. This webinar will feature valuable takeaways for leaders in higher education, but also for any leader in any industry that supports distributed users/customers or remote workers.

Who Should Attend?

Service desk/support center directors, managers, supervisors, and team leads looking for better ways to support the ever-increasing numbers of remote faculty, students, customers, or employees.

Learn how to maximize your ServiceNow Knowledge 2019 experience. This team of ServiceNow experts (and Knowledge veterans) will cover everything A-Z K19. Join this webinar to...

- Learn tips to maximize your experience
- Uncover the questions our clients ask us the most
- Find out the three things you absolutely must do to ensure it's the most successful Knowledge conference yet
- Get a preview of two of Acorio's Presentations at K19

Watch this 30-min live demo showcasing EasyVista’s innovative Self Help solution where we’ll show how you can create an interactive knowledge experience that simplifies access to the answers users need to help solve their problems on their own, resulting in benefits for end users and IT technicians alike.

Self-service has proven its worth in driving case deflection, lowering overall support costs and personalizing the customer experience. But did you know that strong self-service programs are strongly correlated to business and support revenue growth, employee retention and overall agent morale?

To truly reap all of the potential benefits of your self-service strategy, companies must go beyond short-term benchmarking and project-by-project “baby steps.” True transformation starts with a solid foundation that can grow across organizational silos and departmental barriers to deliver relevance across your self-service sites.

Register to listen to this prescriptive session which will outline vital steps that you can undertake to transform your self-service strategy and understand the true value it is having on your business, underscored by examples from pacesetters and new research showing an opportunity for a dramatic re-think of the metrics that self-service can really impact.

To paraphrase Paul J Meyer: “Communication is the key to success”. So in this day and age, why do so many businesses struggle with multiple, disconnected communication systems?

Unified Communications (UC) can combine all of your communication methods into a single experience across multiple platforms, resulting in easier and more effective communications. But which solution is right for your business?

Hanna Miller of CounterPath will outline trends in modern SMB communication, collaboration and mobility, and provide insight into how your business can benefit from cloud-based Unified Communication and Collaboration (UCCaaS) tools and services to streamline workplace communications and help solve your organization’s “Business World Problems”.

Key learnings:
- Current trends in unified communications and collaboration (UCC)
- Challenges and benefits of various unified communication methods
- Core principles of effective workplace collaboration
- Deploying a solution easily and efficiently

Many bots fail to deliver enterprise ready conversational solutions and fall short of understanding inquiries.

That's where our Conversational AI Platform Teneo is different.

Teneo is one of the most human-like experiences available in commercial conversational AI today, providing the complex capabilities required to create the simple, intuitive experience that your customer demands, while increasing customer engagement. With Teneo, a chatbot can be trained to go beyond the typical 85% understanding mark of competitor products to deliver near perfect results every time.

Join Peter Joles, Presales Consultant at Artificial Solutions as he demos a Teneo built financial bot called "MyBank". See in real-time how Peter adds flows to enhance the chatbots' capabilities.

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Introducing Teneo Developers, a new comprehensive resource to allow enterprise developers and partners fast access to experience the power of Teneo. Visit www.teneo.ai to get started for free.

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

This Month's Theme: Mobile Security Index

Our Verizon Threat Research Advisory Center presenters will be:

•Ashish Thapar, Managing Principal - VTRAC
•David Kennedy, Managing Principal, Open Source Intelligence

This webinar will cover:

- The breadth and degree of the mobile security problem
- Steps organizations are taking and why they aren't doing more
- Impact of regulation, public Wi-Fi networks and future 5G networks

And then we'll turn things over to David Kennedy to 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: 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!

Expand your on-premise implementation of identity to the cloud and help to get IAM right. Learn how to overcome the shortcomings of native tools and streamline and automate one of the most troublesome IAM activities in a hybrid environment.

We invite you to view our discussion with Greg Alcorn, President of GCS, about his new book entitled "7 Dumb Things We All Say: Smart Ways to Improve Every Relationship" which focuses on applying “soft skills”. It’s loaded with personal examples, helpful hints, and common-sense principles. The subjects and principles apply to ALL types of relationships – friends, family, and business.

Is your onboarding process taking too long? Is it overly complicated and causing a surge in calls to the service desk? Most organizations have inefficient self-service and struggle to deliver the knowledge and answers their new employees seek. But it doesn’t have to be this way. Watch our recent webinar on optimizing employee onboarding, where we explore how to deliver guided self-service to help new employees find the right answers and resources they need to be productive, easily create knowledge flows that automate knowledge access, contextual interactions, and actions with other systems, integrate with ITSM to automate catalog requests and submit support requests, and leverage chatbots and AI to provide interactive access from anywhere.

"Digital Transformation” is one of the most popular action items IT leaders are tasked with today. The goal is to keep pace with customer demands in order to compete in a constantly changing economy. In order to support evolving technology, ITSM has progressed from reactive to proactive, in some cases utilizing pattern recognition in the form of predictive analytics (Big Data) to bypass the need for human intervention.
Join us on this webinar to learn why taking this a step further and integrating Lean, Agile, and DevOps into your delivery system will help you achieve business value -- better services, delivered faster, and for less cost.

Guest Speaker:
George Spalding, Executive Vice President, Pink Elephant

Cherwell Speaker:
Chuck Darst, Senior Product Marketing Manager, Cherwell Software

About George:

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.

​We are in confusing times when it comes to adopting ITSM to deliver functional technology services to the business. ITSM seems to be out-dating itself with ever-changing operating models. This can negatively impact strategies to mature IT and the Business together. The role of IT provider over the last three decades of rapid technological advancement hasn’t adapted nearly enough to mature the company.

You may of heard this many times - "IT must focus on aligning to the business and have a primary focus on service integration". Is your ITSM program working to achieve this focus? Most likely you are among the growing population that is failing or missing the target in order to achieve results with ITSM that ensures business quality and maturity. Listen to Beverly Weed-Schertzer as she explains a fresh perspective on ITSM from practical experiences spanning over three decades.

Take back control of your ITSM program!

What are the advantages of ITIL 4 in the modern world?

Find out from Marcel Foederer - Lead Architect Team in Axelos and ITIL Trainer at ITpreneuers in this Future of ITSM session.

Watch this 30-minute demo to learn how EasyVista Self Help can convert your existing user-facing knowledge into intelligent knowledge flows to guide employees and customers to the answers they need, make self-service available from anywhere employees work; any website, portal, application or messaging platform, and enable omni-channel support with virtual agents, chatbots and embedded widgets.

ITIL has long been established as the de-facto framework for the management of IT services. However, the world has moved on. Our IT services are delivered differently and the tools we use to deliver them are commonly cloud-based or delivered by complex multi-vendor models.

Like a prize-fighter, ITIL is being dusted-off for one last crack of the title, whilst new younger fighters enter the ring. Should we still be looking to optimise our processes using ITIL as a reference point? What other alternatives are available?

This presentation will look at how to use ITIL as the basis for an effective IT operating model, and what else you ought to be looking at to successful deliver today’s complex digital IT services.

As support centers embrace the growing shift to self-service, and customer expectations for personalized interactions skyrocket, the ability to deliver relevant support experiences at scale has become business critical. Support leaders must turn to practical applications of AI as part of their self-service and assisted service strategies to achieve more efficient and tailored support delivery— without sacrificing the customer experience.

In this webinar, we’ll walk through practical, real life examples of how leading support organizations are successfully leveraging AI and machine learning to transform their support operations. Join us for this session to get guidance on:
-Which areas to focus on when it comes to implementing machine learning (ML) within your support strategy
-How to assess your support organization’s need for AI based on the current maturity of your support delivery
-How to evaluate the potential ROI of AI

Use ServiceNow as One-Pane-of-Glass for Alerting, Resolver and Stakeholder Communications and Collaboration to Resolve IT and Cyber Incidents Faster

IT incidents happen all the time, some more critical than others. For incidents which require urgent attention, IT experts needs to be engaged in a timely manner and different groups need to be informed. Learn how Everbridge integrated with ServiceNow helps:

- Identify who needs to respond? Who needs to be informed of the issue? Who needs to be notified so they don't open new tickets?
- Ensure IT teams respond and are accountable, wherever they might be?
- Make IT teams collaboration easy and efficient, again, wherever people might be?

In this webinar, we will provide a hands-on session on how to trigger multi-modal notifications - manually or automatically - targeting the right on-call resolvers, impacted business users and key stakeholders.

We will also discuss how you can leverage the new MIM module brought with the Kingstone release.

In this webinar, you'll learn how to maximize your ServiceNow investment with executive strategies to drive long-term platform value. On Tuesday, April 9th, this panel of UpperEdge and Acorio executives will cover how to...

- Strengthen your relationship with ServiceNow and/or your ServiceNow partner
- Build a rock-solid ServiceNow roadmap to avoid common customer challenges
- Make the most out of your time at Knowledge19, ServiceNow's largest annual user conference

Self-Service ITSM portals are the corner stone to reducing overhead costs, promote fast tracks to customers for resolving issues, and reducing ticket volumes. It’s not that simple. Self-Service doesn’t mean cheaper and easier. Join Beverly as she discusses the benefits and drawbacks to Self Service and exploring the concept of A LA Carte options to Self-Service solutions!