Get powerful help desk and support insights from influential experts. Connect with thought leaders and colleagues to get the most up-to-date knowledge on the help desk and support strategies that effect business value and growth.
Focused on business websites and corporate intranets, Inbenta is a global pioneer in a new class of enterprise semantic search technology that's aimed to dramatically improve the experience of online customers. By using the latest developments in natural language processing technologies and artificial intelligence, Inbenta has helped multiple companies drop incoming email queries and customer support calls because the customer easily finds what they are looking for on the company's website. Inbenta also specializes in self-service, e-commerce search, virtual assistants, chatbots, support ticketing and knowledge management.
With the “Internet of Things”, everything is connected to everything else. How do I define what’s in my infrastructure? Is there a network perimeter anymore? An end-point? A gateway? What about tools to manage this; how are IT Service Management (ITSM) and IT Asset Management (ITAM) impacted? With billions of objects of all kinds joining “the network” it’s more important than ever to use automation to manage the assets of the organization and their interrelationships with other assets. Join George Spalding, EVP, Pink Elephant and Jim Blayney, CA Technologies as they discuss what’s in the future for ITSM and ITAM as they relate to the Internet of Things.
More IT and computing is moving to public networks such as Amazon Web Services (AWS) and Microsoft Azure. Increasingly, internal/private IT is being restructured to provide similar services. Along with this are changes in the ways applications are being built, deployed, and maintained reflected by the rapid adoption of containers and microservices. What does this mean to IT Service Management and the service desk organization?
Join this webinar to learn w HPE Software and our ITSM Automation (ITSMA) solutions are doing to both take advantage of these trends and also help support these trends. We’ll discuss the benefits to the service desk team of faster deployments, quicker time to value, and reduced administration and maintenance. Please join us to learn more about what HPE ITSMA provides today and what’s coming soon.
Lucrecia Chandler, Training and Communications Manager at Sam Houston State University, will share her ITIL and ITSM implementation journey. From managing manual processes with a home-grown work order system to implementing automated ITIL processes using Cherwell Service Management, Ms. Chandler will show how she accounts for service delivery costs and evaluates financial efficiencies.
More satisfied employees, higher resolution rates, fewer cases for the service desk, and an up-to-date and relevant database. We dare say that this is the result of a structured approach to knowledge management, using proven methods that make knowledge valuable and fun. In this webinar, we tell you how to go about it!
Service desks should provide high-quality support on time and using limited resources. Nothing strange about that. But how can the service desk work with Knowledge Management and build a qualitative knowledge base concurrently? And what factors motivate the service desk team and make them feel involved and engaged, both in their professional roles and in achieving the objectives established by the organization as a whole? In simple terms, how do you make knowledge valuable and fun?
In this webinar we demonstrate how the service desk can:
work to make the knowledge base useful in the long term
create procedures and processes that engage and motivate
reduce costs and improve service to the organization
Listen to Sebastian Teeling, Knowledge Specialist at ComAround, as he demonstrates how the support organization can work to make the knowledge base valuable in the long term and to create procedures and processes that engage and motivate.
Effective knowledge management improves the service levels and the service desk work flow dramatically. The support organization will benefit from 60% shorter resolution time, 40% higher first-contact resolution rate, and 30% more satisfied employees.
In this webinar you will learn:
- What the established knowledge management methodology KCS (Knowledge-Centered Service) is
- How KCS can improve the results of self service
- How modern technology empowers the support team to capture, structure, and share knowledge within the entire organization
- How the whole organization will benefit, both in the short and the long term
Listen to Lena Stormvinge, one of 15 certified KCS Trainers in the world, go through the core principles of KCS and demonstrate why a KCS verified knowledge tool matters, and how it creates value to the whole organization.
For a corporate IT organization to create business value, then it needs to focus on things beyond the IT infrastructure, including: understanding customer needs and wants; delivering high quality services, support, and customer service; and effective financial stewardship.
Attend this webinar for practical help with five opportunities to improve how corporate IT organizations are run, and the value they ultimately provide to their business, across:
2.Improving service desk performance while reducing costs
3.Redefining services through BRM and service portfolio management
4.Better IT asset management
5.Financial management that focuses on the right things
As you know, outstanding customer experiences don’t happen by default. They are the result of well-designed products and processes that consistently meet needs, reduce effort, and deliver memorable moments.
Dr. Joseph Michelli, a Certified Customer Experience Professional, has helped and written about companies recognized for their customer experience excellence (e.g. The Ritz-Carlton Hotel Company, Zappos, Starbucks, Mercedes-Benz). In this webinar, Joseph will outline the “essential competencies” needed to "deliver outstanding experiences to every customer, every time – no excuses.” Join us for context and tools to elevate the experience of your internal and external customers by focusing on and integrating people, process, and technology.
HPE Service Manager and Smart Analytics leverage Big Data for the service desk for a better user experience and increased efficiency. It simplifies ticket submission, enables the automatic classification of tickets, as well as fast and proactive problem management.
Hemit (Helse Midt-Norge IT) has been running HPE Service Manager with Smart Analytics for almost two years and will present experiences from this time frame along with thoughts and ideas for the future.
Join this session to gain insights into Big Data Service Desk capabilities and values, and to learn about how Big Data can help you with your service desk.
Why have so many organizations delayed, failed or neglected all together to implement a proper configuration management strategy? Frankly, it's just plain hard. In this bright talk we will walk you through how to approach a Configuration Management implementation, how to sell it as a business project and not an IT project, and what mistakes to avoid to establish an initial working phase that you can build on for success.
The tables have been stacked against storage buyers for decades, but a change is coming. Forget the endless refresh treadmill of monolithic storage systems, and licensing models that are not just inflexible, but also force you to pay again and again for the same technology. Join this webinar to learn how to liberate your storage budget, and pay for storage the way that suits your business rather than the vendors, with 451 Research senior analyst Tim Stammers, and NetApp SolidFire’s Vice President & General Manager, Dave Wright.
The next wave of cloud computing is coming, and it is going to take the shape of serving distinct enterprise needs in an on-demand fashion. It is normal for enterprise IT departments to provision or procure IaaS, PaaS or SaaS services now. That in turn means that a larger galaxy of business needs and operational complexities will be tackled as the next way to monetize cloud infrastructure. The trickle of specialized providers doing boutique services such as disaster recovery as a service, compliance as a service and database as a service could well become a flood.
Join Kelly Morgan, Research Vice President for Services as she uncovers what service providers will need to change in order to gain a competitive advantage in 2017, and what the sources of demand for multi-tenant datacenters will be in the coming year.
Lack of Automation Hinders Speed of Response to IT Outages and Incidents
Incident management is one of the primary processes of a support center. In order to better understand the current state of this process—which gives insight into the state of IT in general—Everbridge conducted a survey of 152 IT professionals, seeking to better understand the frequency and severity of incidents.
In this webinar, HDI’s senior analyst and an Everbridge practitioner will engage in an exchange of ideas and questions about the Everbridge survey and findings, also introducing elements of HDI’s own 2016 research findings. Some items under discussion will be:
* The number of major incidents experienced
* The effects of IT incidents and outages
* The average cost of IT downtime
* Response times for various support channels
* Customer satisfaction with the support center
We’ve been counting, measuring, assessing and reallocating IT assets since time began, or at least since IT time began. Now that we’ve moved into a world where Service Management is foundational to IT Asset Management (ITAM), do we still have to employ the resources (time, people, tools, etc.) involved in ITAM? After all, isn’t Configuration Management the same thing, only better? Do I need both disciplines? Isn’t ITAM really a function of Finance or Audit? As an ITAM professional, should I be worrying about my future employment prospects? Join George Spalding, EVP from Pink Elephant as he ponders the answers to these questions.
ITIL, also known as the Information Technology Infrastructure Library, is the global standard for IT best practices. ITIL v3 Master Anthony Orr covers four areas of ITIL processes: Incident Management, Problem Management, Change Management, and DevOps. Be sure to download the ‘How to Apply ITIL Processes’ guide in Attachments, which contains detailed lists of ITIL Do’s and Don’ts covered in this webinar, along with additional ITIL resources. This session is a compilation of the four short ITIL webinars on our BrightTALK channel.
Millennials have been flooding the workplace for a number of years, and with them they have brought change. In particular, this emerging workforce has had a big impact on customer contact with different requirements, attitudes, and technology. Is your contact center ready to handle the changing needs of the new workforce?
Make-A-Wish® grants the wishes of children with life-threatening medical conditions to enrich them with hope, strength and joy. In this session, Renee Dodson, Technical Support Specialist from Make-A-Wish America, and Peter Zeinoun from LogMeIn Rescue will present key trends impacting internal IT today and discuss real-world best practices to addressing top challenges through remote support, including:
* How remote support helps enable Make-A-Wish® to fulfill its mission
* Key trends of the mobile workforce
* How to create seamless support experiences across channels and devices
* Empowering tech support to deliver fast, efficient, and frictionless service
The Service Desk is at the frontlines of a changing landscape in IT. IT is now, more than ever, required to provide 100% uptime of their services, and provide them to users anytime and anywhere – thanks in large part to the growth in new consumer apps and services accessed through mobile devices.
To support this demand the service desk must be aware of and prepared for several key trends:
•Mobile. More and more, users are accessing their services through their mobile devices. Powerful trends are shaping the mobile world that will impact the Service Desk. We in the service desk must adapt, but what does that mean?
•Service Availability. Users expect their services to always be up – just like they experience with their other mobile apps and should there be an issue, they expect it to be resolved immediately. What can the Service Desk to make this dream a reality?
•New Technologies. Prompted by this need for always-on, mobile-available services, infrastructure teams are looking toward newer technologies such as public clouds, software defined networking (SDN), and hyperconverged architectures. How does this impact the Service Desk?
Join, Chris Marsh, lead mobility analyst at 451 research, Chris Dunn, Global Director of Product marketing for EasyVista, and Bruce Aboudara SVP at Scalable Software as they discuss the key trends the service desk need to know about as well as actions the service desk can take to capitalize on those trends.
If you have any questions, feel free to email Chris Dunn at firstname.lastname@example.org
It's no secret your users tend to use the communications tools they are most comfortable with even when they are consumer tools unsanctioned by IT. Sure, you've researched, selected, implemented, and support the best of collaborative tools to give your users anytime, anywhere, any device connectivity to each other. But even so, they still ignore IT's efforts and run back to what they like, leaving IT with no visibility into how the business is collaborating, and no ability to enrich the user experience while improving business productivity.
So, how do you build a collaborative office that allows IT to remain in control of it all?
In this interactive webinar, join industry expert and founder of Techvangelism, Nick Cavalencia, along with Niel Levonius from 8x8, as they discuss:
-It's not you, it's them - why the consumerization of IT continues in the face of fantastic enterprise-caliber collaborative solutions
-Where IT's approach to solving the problem is off base
-How to build the collaborative office users want
Case study examples of using better asset data to improve service, reduce cost & mitigate risk.
Smash the silo: make your key asset data available across the organization, at all times. In this section, we’ll talk a bit about how organizations often silo their support/ticketing systems off from other systems containing key asset data, and why this would matter and introduce potential waste and headaches for an organization.
The hidden costs of a long refresh cycle: Here I discuss the relationship between aged assets and the spike this can cause in support traffic. A look at gaps that can be exposed by having things like asset age, supportability, and current maintenance coverage can help with a refresh strategy.
Proper maintenance coverage: a shortcut to eased support overhead.
Here I’ll talk through a handful of real-world examples where a lack of asset oversight led to actual outages or over-payment by customers we’ve worked with.
Pitfalls of popular maintenance platforms: Discussing some of the ways in which gaps that cause support headaches are systemically introduced by popular maintenance programs such as SmartNET.
Using data to reduce Service Request Resolution Time: Lastly, talk about how to gauge and meter the soft and hard benefits of introducing better data during the support process
A View of the World's Largest & Fastest Growing Data Center Spot and why you should be there
The Northern Virginia market, which includes multiple locations in/around Washington DC, continues to be one of the largest and fastest growing datacenter hot spots in the world and top market for cloud providers. While much has been said about the area, please join us to discuss the latest in: what makes the market special, why so many firms want datacenter space there, how the market is evolving, and which locations to consider when thinking about a deployment in the area.
Please join us for a webinar with Kelly Morgan, Vice President at 451 Research and Mark Kidd, Senior Vice President and General Manager for Iron Mountain Data Centers, for a discussion on the Northern Virginia market and Iron Mountain’s approach to the market.
In the fast pace world we live in today, customers are looking for quick, easy and effortless experiences to solve their problems. Companies, on the other hand, are striving to engage with their customers more often and build stronger relationships.
Online communities are well suited for these ongoing conversations where companies can strengthen their brand, lower support costs, and provide an easy way for customers to learn from each other.
Online communities are one of the fastest growing destinations for asking product questions, requesting product enhancements, and obtaining technical support. Learn how these five tips will maximize your online customer community and elevate your customer’s experiences.
Data center uptime is more critical than ever as more and more business processes are digitized. Having a sound foundation starts with having a solid and reliable data center in which to deploy your IT infrastructure. The data shows that how a data center is run and managed is the single biggest contributor to uptime.
Join 451 Research Senior Analyst, Dan Thompson, and Kelly Sullivan, VP Global Data Center Operations at CenturyLink for a dialog on how operational excellence is put into practice and has become a core of the organizational culture at CenturyLink.
Hear real-world experience and insight derived from managing a global fleet of 57 data centers and how the Uptime Institute Management and Operations Stamp of Approval program helped them raise their game through a regiment of continual improvement.
Do you know what happens when a customer contacts your business? Surprisingly, most companies don’t. That’s because ensuring a great customer experience is extremely difficult. But there is a way to bridge that gap. Join us for an informative webinar with Frost & Sullivan’s Melanie Turek and learn how to:
• Optimize customer engagement, globally and on every channel of choice
• Create exceptional experience at every step of the customer journey
• Modernize your contact center by integrating with the latest tools your customers need
• Extend customer engagement beyond the bounds of the contact center by leveraging internal experts
More and more organizations are using the shift-left approach to support, bringing more complex work down to Level 1 and moving more repetitive work out into self-service. Likewise, more customers are seeking to solve their own problems before contacting support. With Level 1 work becoming more complex and more urgent for customers, remote support teams must optimize their processes and rethink their customer support strategies.
In this webinar, HDI’s senior analyst, Roy Atkinson, will tell you why organizations are shifting left. You’ll discover how robust remote tools are enabling support teams in high-performing organizations to provide quick resolution to half or more of their issues.
What you’ll learn:
* Industry expert tips on how to run a more efficient, more cost-effective support center
* Best practices for identifying when, where, and how to shift left
* Actionable advice on leveraging remote support to improve the delivery of support across the support center and desktop support
* Effective use cases for deploying technology to enhance the support teams value and optimize their role in a shift-left world
Who should attend:
* Support center managers seeking to improve the performance of their support centers
* Desktop support managers seeking to familiarize themselves with the latest practices and tools
* Anyone in technical service and support seeking a better understanding of remote support capabilities
The HDI Service Improvement Award recognizes an organization that has successfully implemented or improved one or more service offerings. Attend this webinar to learn how the 2016 award winner, CGI Federal, implemented world-class service improvements. Shane Knipschild and Tom Wible will share:
* The state of the organization before CGI Federal launched its service improvement initiative
* The strategy for CGI Federal's service improvement initiative
* The outcome, including lessons learned and the impact on CGI Federal