Help Desk and Support

Knowledge18 is just weeks away and it’s time to start preparing. Join Acorio’s Experts on a panel discussion on what to expect at this once-a-year conference.

Highlights will include Customer presentations, new product-focused technology and innovations as well as main themes we expect ServiceNow leadership to be sharing.

Join our experts; CEO Ellen Daley, VP Adam Mason, VP Ross Rexer, Johnny Walker and Clark Conway who, combined, have hundreds of Knowledge experience.

Today’s service desks are farther and farther removed from the help desks of yesteryear in which all equipment was standardized and issued solely by IT. Support organizations are struggling more to keep up with the demands of an ever growing population of mobile users using a diverse of devices, applications, systems, and equipment. In fact, of the top five factors causing ticket volumes to rise, new and current technology accounts for four.

Navigating this ever-changing technology landscape requires an expanding set of skills. In this webinar, Rae Ann Bruno will provide essential training for service and support leaders facing new or in-progress technology implementations.

You will learn about:
* How technology impacts the service and support center's current and future role
* The key technologies needed to run a successful service and support center
* Best practices for implementing new technologies and building a business case to justify investment
* Managing the process of tool selection, including needs analysis, demos, evaluation, and selection

In today’s organization, every department is a service provider. Modern service management strategy has drastically improved IT services, but employees need more than that. Accreditation Commission for Health Care (ACHC), actually introduced a service catalog and ticketing strategy through its marketing department. It was such a success that multiple departments followed suit. Learn how they strategized, implemented, and measured results throughout their organization!

The May deadline for GDPR is approaching fast – and companies that don’t have a solution will face stiff fines. Businesses need to understand the different categories of data, how data is stored, how it moves throughout an organization, and what technical measures they need to take to ensure they are compliant.

In this 30-minute webinar, GDPR-certified expert Paul Kendall will explain:
- Critical steps to achieve compliance
- What companies need to protect
- How to protect data that lives inside the EU and how to access that data outside the EU
- Why Forcepoint's GDPR solution is unique
- What different data breaches mean for GDPR fine activity and how to minimize your chances of losing data

IT has been changing, and continues to do so, in reaction to technology advances and digital transformation. Terms like “application economy” and “modern software factory” have become commonplace in IT strategy discussions. At a more practitioner level, IT has added practices or methodologies like Lean, Agile and DevOps to its arsenal, adding to the constructs set in place with ITIL® to make organizations more effective. Watch this webcast to learn about guiding principles of change, agile sprints, creating an end-to-end operating environment, continuous delivery software pipeline, push-button deployment and KPIs, and how they are impacting ITIL’s evolution in conjunction with these Lean, Agile and DevOps practices.

With imaging taking a back seat to the new era of zero-touch deployment, IT can now successfully deploy Mac, iPad and iPhone to users directly without ever having to open the box. Apple’s deployment programs enable zero-touch deployment by automating enrollment and configuration from a central location — eliminating the need to ever physically touch the device.

In our webinar, Master the Art of Zero-Touch Deployments, we will demystify Apple’s deployment programs and walk through what it takes to implement these programs in your organization.
We’ll cover:

•An overview of Apple’s deployment programs
•The benefits of zero-touch deployment
•How to accomplish zero-touch deployment for macOS and iOS

30 years ago ITSM was the “next big thing.” And, in many ways, ITSM has succeeded in changing the IT landscape. Now, ITSM itself must change. The “Digital Transformation” train is an express that doesn’t stop at the ITSM station.

Join George Spalding, Executive Vice President, Pink Elephant and Matt Klassen, VP Product Marketing, Cherwell Software as they discuss the five major areas where IT & ITSM must evolve: Architecture, Change & Release Management, IT Organizational Structure, Infrastructure, and Automation.

We have been saying 'people are our greatest asset' for eons. But have we really demonstrated it?

When organisations are undergoing change that is volatile, uncertain, complex and ambiguous and we need people to change at a velocity never known before, putting people first is an imperative.

If organisations don't do this they will very quickly cease to be relevant in this world of increasing disruption.

In this webinar, Karen Ferris and Daniel Breston discuss why the people side of change is so important and how the organisational change management landscape has changed.

Learn how speech analytics can yield vast improvements in efficiency and sweeping cost reductions for your enterprise. Regardless of speech platform, the path to success doesn’t have to be overwhelming.

Join in the discussion with our speech analytics experts, Scott Bakken and Chris Lawson, as they reveal the results of our CCNG survey, "Putting Speech Analytics to Work in The Contact Center".

Hear stories from the speech analytics trenches about organizations that have achieved success, as well as those who have struggled and why. Ask the experts questions ... They will also share:

Insider tips
Common pitfalls to avoid
How to prepare the organization for speech analytics
Setting realistic expectations

James Finister, Global ITSM Strategist at Tata Consultancy Services, prresents his Theory of Constraints overview.

A logical, analytical way of approaching how systems work and how to improve them, James will run through best-practice tools to help you answer key questions, including:

What should I change?
If I change it, what do I change it to?
How do I implement these changes?

It is increasingly accepted that an organization will deliver better services by agilely improving in a continual, incremental way. Our continual improvement maturity model, based on case studies of multiple organizations, provides a framework for addressing the issues specific to each team, for motivating team members and for providing management with an objective assessment of the progress being made by the organization.

Robert S. Falkowitz, General Manager of Concentric Circle Consulting, has over thirty years experience in information technology and service management. His focus over the past 15 years has been in coaching and training on the use of technology to manage services and the optimization of basic work practices, such as flow, using lean and kanban methods.

The” Digital Transformation” era is upon us. But, in many ways, this feels tactical in nature. The strategic goal should be “Value Transformation” with ITs business partners. To stay relevant, ITSM must integrate the key principles of Lean, Agile, and DevOps into a vastly improved delivery system that focuses on a single goal, business value -- better services, delivered faster, and for less cost. Join George Spalding, Executive Vice President, Pink Elephant and Chuck Darst, Senior Product Marketing Manager, Cherwell Software as they discuss the next frontier of ITSM.

Continual Service Improvements and minimizing the impact of Major Incident Management are critical to keeping your business running smoothly and out of the nightly news headlines.

This webinar, presented by ITSM process expert Ryan Schmierer and IT Service Management technology expert Mike Bombard will explore the role technology capabilities and process improvement can play to improve outcomes.

Ryan and Mike will discuss lessons learned from a major healthcare company case study and the challenges this company faced in managing major incidents. They will provide 5 things you can do today to improve major incident management and will discuss how by leveraging capabilities from discovery and infrastructure visualization tools will help your staff gain the insights they need to resolve issues quickly and continually make better-informed decisions.

Deliver the right propositions to the right people at the right time and in the right way using CRM capabilities.

CRM is increasingly used by the marketing function to help segment customer data, gain insights into customers, track customer journeys, organise resources, manage relationships and create positive feedback loops.

This webinar covers:

- Getting accurate data;
- Improving segmentation and targeting;
- Co-ordinating marketing efforts;
- Managing suppliers;
- Tracking customer journeys;
- Automating activities;
- Performance tracking; and
- Sales and marketing alignment.

Learn how to use CSI to demonstrate true business value with ITIL trainer and ITSM consultant Colin Rudd.

Join us for our Monthly Intelligence Briefing to discuss the current cybersecurity threat landscape.

Rob Akershoek, Solutions Architect at Shell and part of the IT4IT Forum, discuss the challenges and opportunities of running IT as a business. Running IT as a business is more than finances and cutting cost – it’s about IT quality.

Cloud…outsourcing…Platform as a Service…all of these could make IT irrelevant, so how do you prevent this? By providing value every day and by running IT as a Business. Great catch-phrase, but what does it mean? In a nutshell: knowing the services IT is providing, what they cost to operate and whether they provide value, and by staying on the cutting edge of technology even with todays fast pace of change, so that the business you support remains competitive. This webinar addresses the basic building blocks you need to run like a business: defining services and offerings, layering in financial management and charge-backs/show-backs so you understand the costs of these offerings and how to pull it all together in a way that helps you run as a business does, even if it’s only on paper.

According to ICMI research, 62% of contact centers believe their organization considers them a cost center. Contact centers have long been misunderstood, plagued by stereotypes, stigmas, and misconceptions. But contact centers of the future are uniquely positioned to fuel growth across the business through product enhancement, customer retention, and employee retention. The strategic contact center of the future won't just focus on people, process, and technology improvements, but products, too. Join us for this webinar to find out how your contact center can use all the customer data at your fingertips to empower smarter business decisions and boost the bottom line.

In this webinar, you will learn:
* How to establish processes for capturing, analyzing, sharing and using value-added information across the organization
* The link between driving strategic value and boosting employee engagement
* How other contact centers are driving ROI for their business

As organisations seek to improve the quality of IT services, perhaps through SIAM or cloud provisioning, the traditional SLA targets and performance measures we hold dear are no longer appropriate.

This talk will look at the common pitfalls and make some recommendations as to measures which will drive the correct behaviours in your internal and external support teams.

What IT Metrics to Use and How to Monitor Them with Colin Rudd.

Learn which metrics are best for demonstrating business value, and how to monitor them.

IT monitoring and metrics play a key role in measuring IT service management success. By properly analyzing, understanding and measuring where the true value lies in your organization, you can effectively analyze risk, add value, reduce the cost of service delivery and boost the overall performance of your service teams.

But without knowing what to measure, how to interpret the results and how to leverage your organization’s tools and data to make this possible, you’re setting yourself up for frustration and a lack of clarity in your reporting output.

On Thursday, May 17th, join BrightTALK and Vivantio’s Senior Implementation Manager Quentin McPhee to learn what you and your senior management need to inform IT decision-making and drive sustainable service improvement, in practical terms.

Quentin McPhee has more than 20 years’ experience in service management delivery and brings significant knowledge in implementing solutions for all types of organizations.

This session is not just a ‘back to basics’, but rather will set out what every ITSM organization should be measuring and how to interpret the results, plus how to sustain the measuring process to become a self-aware powerhouse. We’ll also discuss:

•What value reporting on your ITSM processes can realise
•Different types of reports and who needs them
•Tips, tricks and best practices to build out, maintain and sustain your organisation’s reporting structure

We’ll also cover real-life examples of organizations who have improved efficiency through effective data analysis.

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Vivantio is a leader in help desk, IT service management and customer service software, empowering service teams to embrace automation and improve service levels at hundreds of organisations around the world.