Help Desk and Support

When your mother told you to “listen twice as much as you speak” she was right! With survey fatigue at an all-time record high, common sense will prevail to stop asking for feedback in bad surveys and start to listen more to what our customers are saying with the right survey techniques. Join Roger “Dr. WFO” Lee from OpenText Qfiniti and CCNG President David Hadobas as they discuss the alarming upsurge in bad surveys and best practices for collecting feedback that requires more “listening” than “asking”.

Managing languages is a significant challenge for most service desks.

To arm leaders with data and insight, join HDI and Lionbridge as they unveil the results of the industry’s most comprehensive research study on the topic, based on feedback from more than 350 support centers.

Register to learn:
*The impact of multilingual support on quality metrics
*How best-in-class organizations provide multilingual support
*Strategies to meet your organization’s specific language and channel requirements

Who should attend:
*Support center managers and directors who are faced with language challenges
*Hiring managers who need to know about the challenge of finding and retaining multilingual analysts

Join Acorio's CEO, Ellen Daley, and ITOM expert, Terrell Pursley for the ultimate run-down of ServiceNow's Service Mapping.

AGENDA:
1. What is Service Mapping?
2. How does Service Mapping work? Learn the "crawls" and "gotchas"
3. How do you know if this is the right investment?
4. Best Practices to get you started
5. New use in Service Mapping in Jakarta

Businesses today have a huge amount of data at their disposal, but are they making it work for them? With the typical business storing information from various sources in different places, the challenge is collating this into a usable form that is also cost-efficient.

This is crucial, as having genuine insights into your customers’ behaviour is critical in understanding how to delight them and keep them as brand advocates. What you don’t know, you can’t change, and this session will explain how analysing existing data streams can find solutions to problems you may not have realised existed.

- How to make your analytics work harder for you
- What the data you already have can teach you about your customers, and ultimately improve service
- How to make sure your data analytics is cost effective

About David Rowlands

David is responsible for the 8x8 Contact Centre portfolio in the EMEA region, with a passion for using technology to find solutions to business issues. With over 20 years’ experience in the integration of Voice and Data techniques to marry applications to events and drive down transactional costs and increase efficiencies, David has been recognised as a leader in his field.



David was the owner and founder of ICT Associates, winning the BT Voice and Data integrator of the year for his work in the design and deployment of Public Sector contact centres. He used the skills learnt to drive down costs for the private sector and featured in the Open Universities Business School as an exemplar of business techniques.

CCNG, in partnership with Tenacity, conducted a survey of CCNG members to see how they measure the cost of attrition. The findings surprised us! Participate in this webinar to learn from your peers how to properly measure attrition costs, and discover what steps you should take to prepare your organization to address this chronic problem.

During this webinar with Ron Davis, CEO of Tenacity, we will discuss:
*What your peers are doing to measure the costs of attrition
*Key errors to watch out for when you calculate your costs
*A framework that any executive can use in order to comprehensively measure the costs of attrition

Please join us for a free interactive webinar to learn how Nampa School District achieved high standards for IT Service Management.

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

QUICK FACTS ABOUT THE NAMPA SCHOOL DISTRICT

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

- 17,000 K-12 Students
- 23 schools - 14 Elementary Schools - 4 Middle Schools - 4 High Schools -1 Career Technical School

The shift of customer service from a cost center to an engagement center will spur investments in more intelligent automation and conversational approaches to service and commerce. With 76% of customers preferring digital channels to communicate with businesses, and roughly 40% choosing to chat with a business through SMS, social media or Facebook messenger, conversational technologies have forever changed the customer service experience. Learn first-hand, from industry peers, how smart chatbots are improving how businesses converse with customers, and nurture relationships across the customer journey.

Join the 451 Group, Ticketmaster and Inbenta for this session to discover how:

•Digital engagement will shift commerce and service from interactions to conversations [The 451 Group predicts that 80% of all customer interactions will eventually be contained in a self-service channel].

•Customers want self-service options on their own terms, in their preferred channels, including SMS, web or mobile chat. [The 451 Group data shows 55% of survey respondents prefer self-serve tools to avoid calling a customer service agent]

•How businesses like Ticketmaster leverage enterprise-class chatbots; key factors to include and what to to avoid when launching a chatbot pilot [55% of companies employ self-service solutions; and 26% say they plan to build a chatbot as part of their self-service strategy]

Service catalogs are one of those service desk terms we've all heard of, but some of us do not have the time, resources, or a clear idea of how to create and manage an effective one. With a little bit of thought and planning, the service catalog can become one of the most valuable artifacts of your entire ITSM implementation. Doug Tedder, ITSM and IT governance consultant, will provide:

* Critical factors to consider before developing your service catalog
* The top things companies don't think about when thinking about a service catalog
* Tips to consider before implementing and managing an effective service catalog

About the Presenter:

Doug Tedder is the principal of Tedder Consulting LLC, an ITSM and IT governance consulting practice. Doug is a strategic, innovative, and solutions-driven service management professional with more than twenty five years of experience across a variety of industries. He is a resourceful, pragmatic, and hands-on leader with a proven track record of success implementing ITSM processes, focusing on value delivery and organizational transformation.

Doug is a Fellow in Service Management (FSM), an ITIL Expert and v2 Service Manager, and a certified ISO/IEC 20000 Consultant Manager. He holds all of the ITIL Capability certificates, and he’s a certified ITIL Foundation trainer. As an active volunteer within the ITSM community, Doug is a frequent presenter at industry user group meetings, webinars, and conventions. He is also a former president of itSMF USA.

In this live discussion, IT Service Management experts Jarod Greene and Troy DuMoulin will dive into the future of ITSM. Based on insight from 15 IT leaders, they will discuss the top ITSM trends and focus areas that will drive business growth into the future. All attendees will receive a complimentary copy of "IT Service Management 2020," the new eBook featuring expert advice for evolving your ITSM strategy.

Many organizations struggle with defining metrics for business and IT value. Metrics are disconnected from real value in such that after they are defined, no one either pays attentions to them or can make a decision relative to the metrics being reported on. In this session Anthony will discuss how to tie metrics to business and IT value for improved decision making. Including how metrics relate to IT projects and operational efficiency and effectiveness.

Many corporate IT service desks continue to be under pressure to deliver better IT support – with end users and customers demanding increased efficiency and a better service, and likely at a lower cost. Service desks can’t afford to stand still, and thus the improvement of their operations, and of IT support overall, should be a crucial part of any corporate IT organization’s strategy and roadmap. It’s a tough ask though – as, after enduring over a decade of budget cuts, finding ways to improve the service desk might appear difficult, especially when operating with limited funding and people.
Thankfully though, customer engagement and support advancements, including improved support technologies, can provide an easier route to both tangible service desk efficiencies and customer-facing improvements. So please attend this webinar for practical help with five opportunities to improve your service desk operations, and the value it ultimately provides to their business, across:

1. Meeting consumer-world-driven expectations of access and communication channels (and the people involved within them)
2. Offering knowledge management capabilities that actually work (for end users and service desk agents)
3. Increasing employee self-service adoption and value
4. Automating wherever possible (including the use of machine learning)
5. Getting more out of your ITSM solution (or investing in one that delivers more)

About The Presenters:

Stephen Mann
Principal Analyst, ITSM.tools

Stephen Mann is Principal and Content Director at the ITSM-focused industry analyst firm ITSM.tools. Also an independent IT and IT service management marketing content creator, and a frequent blogger, writer, and presenter on the challenges and opportunities for IT service management professionals.

Jaime Spector
Product Marketing Manager, SunView Software

The business and IT landscape is changing in significant ways...

- Business are demanding continuous delivery of new and improved application functionality, as well as performance

-To help meet this demand, new emerging best-practices such as Agile and DevOps have arrived on the scene, delivering continuous software changes into the live environment

-The trend toward self-service continues, enabling end users to handle most of the simple issues themselves - engaging the service desk only when complex issues arise

-Support issues are becoming increasing complex, driving the need for collaboration, and knowledge sharing across IT functional groups (many of which remain "siloed")

-Customer and user expectations are rising in terms of higher uptime, and faster resolution to any issues

Nevertheless, many IT organizations and support center continue to implement the traditional "tiered support model" in their service desk and support centers, composed of ...

Tier 1 - the front line support team of generalists that tries to resolve most issues

Tier 2 - a second line of specialists that tries to resolve the rest

Tier 3 - a third line of very specialized developers, technicians, and
supplier that deal with the most complex issues

As a result of the dynamics in the changing business and IT environment, the tiered support model - although it has worked and been very popular over the past 30 years - is now coming up short. Many issues end up backlogged in ticket queues, resolution times drag out, costs continue to rise due to the magnitude of escalations, and customer/user satisfaction suffers.

Ah, the Service Catalog. Every organization needs one, but few have one they truly love. It sounds so easy, doesn’t it? Create a menu of IT services, then communicate said menu to your customers. Done!

Sadly, the above scenario is a rare one. While most of our organizations have some semblance of a Service Catalog, it’s often a bit of mess, hasn’t been updated in a while, or lives in a perpetual state of almost done. If any of this sounds painfully familiar to you – or if you fall into the camp of not having a Service Catalog at all – be not afraid!

Why not? Because the BEYOND20 Catalog Doctors are here to help (trust us, *we’re doctors)! We’ve seen it all, and have helped strategize, design, and build countless Service Catalogs over the years. Our panel of catalog experts (or **doctors) will be sharing their knowledge, recommendations, and practical advice on how to quickly build a Service Catalog both you and your customers will love - with as little pain as is humanly possible.

*This is patently false. It couldn’t possibly be less true.

**Not doctors. Can’t stress it enough.

What’s going on? How long will this last? What should we be doing about it? If you’ve ever had a major incident impact users throughout your organization, chances are you’ve heard those questions before. Your IT team may already be trying to diagnose and correct the issue, but the questions just keep coming…

Customers and end users just want to make sure you’re aware of the issue. But when hundreds—even thousands—try to contact the service desk, it’s referred to as a call storm. And the inability to properly weather it increases the urgency end users feel.

HDI’s Roy Atkinson and Everbridge’s Vincent Geffray have successfully navigated through their fair share of call storms. In this interview-style webinar, they’ll show you how you can too—and even share ways to prevent them from happening in the first place.

What you’ll learn:
- What creates a call storm
- Ways to rapidly communicate to all users
- How to optimize incident management to reduce MTTR and mitigate call storms
- Using technologies to target and verify communications
- Preventing future call storms

Who should attend:
- Support center managers who need to know how to handle major incidents and outages
- IT directors who want to better understand available means of communication, even in an outage
- Anyone in IT service and support wanting to improve the performance of their support center when outages happen

Much like any other technology, IVRs have evolved significantly. Originally serving primarily as a voice routing engine, IVRs are now taking center stage in the digital customer experience. The line between the IVR, Virtual Agents and your website is blurring fast. Chat remains the number one way customers want to talk to brands and they often want to talk when customer service teams are offline.

-- Inbenta will discuss an Aberdeen Group report; 55% of companies employ self-service solutions and 26% say they plan to build a chatbot as part of their self-service strategy. Learn how to leverage enterprise-class chatbots. Hear how companies are deploying enterprise-class chatbots and generating customer and business success.

-- Jacada will discuss how IVRs have evolved, and what the IVR of the future can, should, and MUST do to stay relevant. We will discuss topics such as Visual IVR and Conversational Commerce and address YOUR questions.

-- Through current use cases, Inference Solutions will take you through how to get the most out of your IVR and valued added call handling self-service solutions.

Knowledge17, ServiceNow's biggest event of the year, is just three weeks away. Join Acorio's Leadership Team on a panel discussion of what to expect at the fastest-growing enterprise cloud company's annual conference.

We will fill you in with highlights of our Customer's center stage presentations, new technology and innovations, key success stories since last year, and the main themes they expect ServiceNow leadership share.

This year's K17 theme is experiencing IT, Customer Service, HR & Security at Lightspeed. Get a head start on your competition by getting the inside scoop before you even reach the plane.

- Preview main stage presentations by Acorio and clients
- Sneak Peek at our new demo
- Five tips to get the most out of your K17 experience

And be sure to visit us at Booth #419

•Do you have a 'hero' on your ITSM team? You know the 'hero' – it's that person who always seems to make the "game-changing catch" as they complain about doing it. It's the person who doesn't share knowledge, yet doesn't understand why no one else knows what he or she does. Doug Tedder, ITSM consultant, will help you uncover:

* the symptoms and impacts of the 'hero'
* what allows the hero to exist in the first place.
* tips to change how your IT team is working within your overall business.

About the Presenter:

Doug Tedder is the principal of Tedder Consulting LLC, an ITSM and IT governance consulting practice. Doug is a strategic, innovative, and solutions-driven service management professional with more than twenty five years of experience across a variety of industries. He is a resourceful, pragmatic, and hands-on leader with a proven track record of success implementing ITSM processes, focusing on value delivery and organizational transformation.

Doug is a Fellow in Service Management (FSM), an ITIL Expert and v2 Service Manager, and a certified ISO/IEC 20000 Consultant Manager. He holds all of the ITIL Capability certificates, and he’s a certified ITIL Foundation trainer. As an active volunteer within the ITSM community, Doug is a frequent presenter at industry user group meetings, webinars, and conventions. He is also a former president of itSMF USA.

IT Service Management has been too complex for far too long.

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

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

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


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

IT Consumerization—the blending of personal and business use of technology, devices and applications —presents IT organizations with both a challenge and an opportunity. The most strategic weapon IT has at its disposal is the IT service desk, the interface between business users and the IT services the organization provides.

This webinar will discuss:

* How IT organizations can modernize the business’s customer support and technical experiences,

* Shine the light on shadow IT to ensure value is created,

* Protect and improve the overall perception of IT within the business.

The demand for increasingly sophisticated IT applications is leading to complex systems that are interconnected with other complex systems. This in turn is driving an increase in the number of difficult performance and stability problems.
The cause of such problems is often hard to determine, which makes it difficult to allocate the problem to the correct technology team. Consequently, the problem bounces from team to team, as each in turn ‘proves’ that their technology is not at fault.
More often than not, some of the technical support teams involved are from service providers, and so rather than a problem just bouncing between internal teams, it bounces between commercial organisations. This can result in disputes with circular behaviour driven by the need to avoid reputational and commercial damage.
Unfortunately, problem management doesn’t provide the solution. Whilst problem managers may coordinate the troubleshooting activity of multiple technical support teams, these teams operate in silos. This paper explains why a siloed approach is ineffective when investigating difficult performance and stability problems.
Some organisations are aware of these potential issues and are tackling them by creating service-orientated Cross-technology Troubleshooting Teams (CTT).
In this webinar, we outline the need for a CTT, the benefits it delivers, its structure and strategies to optimise its effectiveness.

Digital business requires an integrated approach to delivering services. The journey from IT service request management to enterprise service management is challenging organizations of all sizes and maturity levels. The traditional IT service catalog is becoming the enterprise service portal, providing access to services, apps, resources, and support. Self-service and automation must blend with higher-touch collaborative interactions and expert support in an end to end flow. Predicting when routine interactions are about to escalate is increasingly essential. Ultimately, a customer-led, data-driven, well-designed experience is needed, to support the high performing digital professional and their team.

This session will cover.

- The maturity journey for service management organizations
- The evolution from IT to enterprise service management
- The promise of predictive analytics in supporting the customer journey

Agile development methodology is critical to almost every organization that relies on software development to achieve their enterprise strategy. Companies of every shape and size now rely heavily on agile development projects and programs to quickly and assuredly deliver new products and services to their customers.

Initially viewed as antithetical to project governance, organizations must recognize agile efforts require the power of project and portfolio management (PPM) to assure agile projects realize enterprise strategic objectives. This webcast will describe the multiple dimensions of “Agile PPM” and what organizations need to do to enable PPM agility in their Agile world.

We're wasting 15% of our at-work time and we're almost completely ignoring it.
Most of us hate meetings. At best, meetings are considered a necessary evil. If the meetings are so terrible, why not stop them? If they are so necessary, lets make them highly effective!

We’ve spent billions over the past several decades to improve the agility and effectiveness of our development practices and management. As knowledge workers, we spend over 30% of our time in meetings. Surveys show 50% or more of that time is wasted. Why have we virtually ignored meetings as a target for transformation and agility? We'll demonstrate how to dramatically improve business outcomes across your entire organization by applying Agile principles and practices to your meetings.



*In accordance with its Privacy Policy, CA Technologies may disclose your registration information with its partner(s) which assist with this presentation. For more information about CA’s disclosure practices, please visit the CA Privacy Notice here http://www.ca.com/us/privacy.aspx.

PMI’s latest Pulse of the Profession® research suggests a positive change in the way organizations are managing projects and programs. At the same time, the definition of success is evolving, and the ability of projects to deliver what they set out to do—the expected benefits—is just as important as the traditional measures of scope, time, and cost. This presentation will review PMI’s latest findings of how organizations are becoming more mature with their project practices and what factors they are investing in that distinguish more successful project performance.