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Help Desk and Support

  • How to Empower Agents to Deliver an Effortless Customer Experience
    How to Empower Agents to Deliver an Effortless Customer Experience Fancy Mills, Annette Miesbach, Erica Marios (moderator) Recorded: Jun 20 2018 62 mins
    Are your agents empowered to deliver outstanding service, or are they forced to navigate disjointed tools, and bound by policies or KPIs that ultimately result in frustrated customers? Agent empowerment is a critical component of the effortless customer experience, yet according to ICMI research, 74% of contact centers admit they prevent their agents from providing the best service possible. How can we change this? Join us on June 20th for an eye-opening discussion that will arm you with practical advice you can use to make positive changes in your contact center.

    * Why agent empowerment is prerequisite for a seamless omnichannel customer experience
    * Where to look for disconnects between the service contact centers provide, and the service customers expect
    * How to recognize and remove common barriers preventing agent empowerment

    Join us for an interactive and informative hour, complete with live audience Q&A.
  • DevOps Through the Lens of ITSM
    DevOps Through the Lens of ITSM Kaimar Karu, Head of Product Strategy & Development, AXELOS Recorded: Jun 20 2018 1 min
    The session explores the evolution of the DevOps philosophy through the lens of ITSM and provides a set of recommendations for improving organizations' ITSM practices based on the lessons learned from DevOps. We will look at the journey DevOps has taken over the years, discuss several key DevOps practices in more detail, and address the challenges of introducing DevOps into organizations.
  • Learn to Fight Cloud Sprawl and Eliminate Service Outages
    Learn to Fight Cloud Sprawl and Eliminate Service Outages Vid Sista, Director of Technology Solutions Recorded: Jun 20 2018 15 mins
    Adding automation to your IT environment is one of the best ways to fight cloud sprawl and help eliminate service outages. In this 15-minute webinar, Accudata’s Director of Technology Solutions Vid Sista will explain:

    How automation solutions enable you to proactively identify service issues
    Why cloud sprawl is a major threat to IT security – and how you can stop it
    What businesses can do to automate their IT services lifecycle
  • Verizon Threat Research Advisory Center - Cyber-Espionage and Threat Hunting
    Verizon Threat Research Advisory Center - Cyber-Espionage and Threat Hunting John Grim and David Kennedy, Verizon Enterprise Solutions Recorded: Jun 20 2018 77 mins
    Join us—the Verizon Threat Research Advisory Center – for our Monthly Intelligence Briefing (MIB) to discuss the current cybersecurity threat landscape.

    This month's theme: Cyber-Espionage and Threat Hunting

    Our Verizon Threat Research Advisory Center presenters will be:
    •Chris Novak, Director, Investigative Response
    •Jihana Clemetson, Senior Analyst, Threat Intelligence
    •Marcus Cymerman, Senior Analyst, Network Forensics
    •David Kennedy, Managing Principal, Open Source Intelligence
    •John Grim, Senior Manager, Investigative Response – Americas

    For this month's theme of 'Cyber-Espionage and Threat Hunting' we'll here from Chris Novak, Director, Investigative Response on cyber-espionage and threat hunting as seen across the Investigative Response Team caseload. We'll then transition into a Q&A session with Jihana Clemetson, Senior Analyst, Threat Intelligence, and Marcus Cymerman, Senior Analyst, Network Forensics to dig further into our cyber-espionage cases and discuss typical indications of being a victim of cyber-espionage, the components of threat hunting, and the approaches to investigating cyber-espionage incidents.

    Following the cyber-espionage insights, we'll cover the following topics:

    •Current Intelligence
    •Attacks & Threat Indicators
    •Latest Malware Trends
    •Significant Vulnerabilities
  • The Future of the IT Support Center
    The Future of the IT Support Center Roy Atkinson and Stephen Smith Recorded: Jun 19 2018 62 mins
    Technology is changing at a faster pace than ever and will continue to accelerate. Support centers (helpdesks or service desks) not only need to keep up with the technologies of their customers or users but also the technology within the support center itself.

    The customers and end users seeking support will be increasingly mobile, more likely to be using their own devices and applications, and more tech-savvy than in the past. Support centers will be handling fewer easy, “one and done” contacts, and will need increasingly sophisticated knowledge and tools to maintain their organization’s workforce.

    You will learn about:
    * How new technologies both impact and enable the service and support center’s role
    * How to think about the coming innovations in automation and artificial intelligence


    Who Should Attend:
    * New and established service and support leaders
    * Anyone wishing to learn more about how the world of support will change over the next few years
  • Blending Operations and Technology Panel Discussion
    Blending Operations and Technology Panel Discussion Cy Howells, Jeremy Gill, Carl Rizzo and George Letavay Recorded: Jun 14 2018 54 mins
    Cy Howells, Jeremy Gill, Carl Rizzo ,George Letavay
    Speakers are from Duquesne Light and CTP, LLC.


    As technology continues to evolve and becomes a bigger part of everything we do, it’s not just the computers on our desk anymore. The line between field operations and IT has become less clear, and this can affect IT service management.


    Questions for the panel:
    How have changes in technology impacted the relationship between IT and field operations?

    What challenges has this brought to IT service management?

    How is or has your organization addressed those challenges?
  • 5 Ways Your ITSM Tool Must Support Digital Transformation
    5 Ways Your ITSM Tool Must Support Digital Transformation Stephen Mann, Principal Analyst, ITSM.tools and Chuck Darst, Product Marketing, Cherwell Software Recorded: Jun 14 2018 60 mins
    At the top of every CIO’s agenda: Digital Transformation. That’s a massive undertaking, so why not start with the essentials - ensure your ITSM tool supports today’s most modern requirements. Think of it as enterprise service management through a digital transformation lens. Join Stephen Mann as he shares 5 ways your ITSM tool must support digital transformation.

    Stephen is Principal and Content Director at the ITSM-focused industry analyst firm ITSM.tools. He is also an independent IT and IT service management marketing content creator, an Associate Analyst at IT industry analyst firm Ovum, and a frequent blogger, writer, and presenter on the challenges and opportunities for IT service management professionals.
  • Introduction to Workbooks CRM
    Introduction to Workbooks CRM John Cheney, CEO Recorded: Jun 13 2018 52 mins
    See how Workbooks can we help you acquire, convert and retain customers.
  • Using a Continuous Cycle of Improvement to Drive Engagement
    Using a Continuous Cycle of Improvement to Drive Engagement Dan Hale, Managing Director Customer Care, Best Western Recorded: Jun 12 2018 56 mins
    Don’t miss this CCNG member webinar as we discover how Best Western Hotels and Resorts’ Contact Center used a continuous cycle of improvement to drive employee engagement 20% higher. You’ll hear Best Western’s step by step process and be provided with specific examples of how it worked in their contact center.
  • The Pursuit of Service and Support Excellence: A Case Study from Optum, Inc.
    The Pursuit of Service and Support Excellence: A Case Study from Optum, Inc. Mike Hanson, Tabitha Scarbrough, and Leslie Cook (moderator) Recorded: Jun 7 2018 54 mins
    HDI's industry awards acknowledge and celebrate professional achievement. Our internationally recognized awards provide the industry's finest with a sense of pride and accomplishment, while earning them trust and credibility from employers and customers.

    * The HDI Team Excellence Award recognizes technical service and support teams that have most enhanced the image of the profession by setting and achieving the highest standards of excellence in customer support.

    Attend this webinar to hear Optum Inc. share their story and to learn more about HDI's industry award program.
  • The Pursuit of Service and Support Excellence: A Roundtable with 2018 Honorees
    The Pursuit of Service and Support Excellence: A Roundtable with 2018 Honorees Rob Allen, Brittany Muxlow, Kristin Luebke, Tabitha Scarbrough, and Leslie Cook (moderator) Recorded: Jun 6 2018 60 mins
    HDI's industry awards acknowledge and celebrate professional achievement. Our internationally recognized awards provide the industry's finest with a sense of pride and accomplishment, while earning them trust and credibility from employers and customers.

    * The HDI Analyst of the Year Award recognizes the support industry's top front-line service and support professionals who possess the knowledge and skills required to provide quality service and support for internal or external customers.

    * The HDI Desktop Support Technician of the Year Award recognizes desktop support professionals who demonstrate extraordinary commitment, dedication, technical aptitude, and service to customers while consistently exceeding performance objectives.

    * The HDI Manager of the Year Award recognizes prominent professionals who most clearly demonstrate the ability to serve and advance information technology within their organizations.

    Attend this webinar to hear the panel of award winners discuss their achievements and to learn more about HDI's industry award program.
  • IT Services Marketplace Demo
    IT Services Marketplace Demo Eric Lehto Recorded: Jun 6 2018 38 mins
    Demonstration of the Badged IT Services Marketplace and beta program overview.
  • 7 Deadly Sins of ITIL Implementations
    7 Deadly Sins of ITIL Implementations Tracy Barnes, STRITCO and Chuck Darst, Cherwell Software Recorded: Jun 5 2018 60 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.

    Join Tracy Barnes of STRITCO and Chuck Darst from Cherwell Software as they discuss the 7 Deadly Sins of ITIL Implementations - How to Move at Digital Speed While Upholding ITIL Principles.

    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.
  • Drive Business Success with Workbooks CRM
    Drive Business Success with Workbooks CRM Workbooks Recorded: Jun 4 2018 2 mins
    Workbooks CRM can we help you acquire, convert and retain customers?
  • Workbooks CRM for Customer Service
    Workbooks CRM for Customer Service Workbooks CRM Recorded: Jun 1 2018 2 mins
    Workbooks CRM empowers you to deliver exceptional customer service:

    Unified Experience
    Support ticketing
    Workflows & Automation
    Service Metrics
    Profiling & Renewals
  • [Expert Panel] How to "Fast Forward" ITSM to Support the Digital Enterprise
    [Expert Panel] How to "Fast Forward" ITSM to Support the Digital Enterprise Chris Chagnon, Julie L. Mohr, and Matt Klassen Recorded: May 30 2018 60 mins
    Digital transformation is about more than just technology. It’s about preparing your business to operate in an increasingly digital world. In order to remain competitive and attract customers, businesses must transform how they operate.

    Join us for this live panel discussion with IT service management industry experts and IT leaders as they discuss the latest trends shaping service management and share compelling stories of reinvention.

    Speakers include:
    Chris Chagnon - ITSM Application and Web Developer and PhD candidate at Worcester Polytechnic Institute. Chris has produced award winning IT service management systems, was recognized as one of HDI’s Top 25 Thought Leaders in Service Management, and combines his business experience and academic research to continually innovate the field of ITSM.

    Julie L. Mohr - Julie is a dynamic, engaging change agent who brings authenticity, integrity, and passion to practitioners worldwide. Her purpose is to spark change in the world with thought-provoking dialog and interaction. Julie has a B.S. degree in computer science from The Ohio State University, a MaED from the University of Phoenix, and is currently pursuing her Ph.D. in Management and Organizational Leadership in Information Systems & Technology from the University of Phoenix. She is an ITIL Expert, Certified Help Desk Director, and Certified Governance IT Professional.
  • Is a Global Business Service Strategy the new ServiceNow Frontier?
    Is a Global Business Service Strategy the new ServiceNow Frontier? Ellen Daley, Ross Rexer, Grant Pulver, Meghan Lockwood Recorded: May 30 2018 60 mins
    The Executive Corner: Strategies to accelerate your transformation to world-class Employee Services.

    - Find out how leading organizations are centralizing helping employees as they do customers, with a one-stop place to get all services from HR, finance, facilities, and more
    - Learn to recognize if your firm is ripe for leveraging ServiceNow to power your shared service initiative
    - Delight employees and free professional staff for more value-add activities
    - Drive Digital Transformation with lean and 6 Sigma underpinnings with ServiceNow
  • Project and Portfolio Management: What is new 9.50
    Project and Portfolio Management: What is new 9.50 Ronen Aseo , Silvia Davis, Keith Flournoy Recorded: May 29 2018 64 mins
    As Agile teams are growing exponentially, companies are looking to adapt new process and tools, to integrate, optimize and manage hybrid (Agile, Waterfall) portfolio of applications. There is a need to increase visibility and collaboration while enabling insight into their organization’s process to maintain governance, avoid compliance issues, deliver quality and optimize resource and investments.

    Join this webinar to learn more about:

    • Integrated Portfolio Management focus on product development,
    including new what if scenarios
    • New capabilities to support Enterprise Agile frameworks
    • Consolidated time and resource management for Agile and waterfall projects
  • GDPR:  Samanage Looking To The Future
    GDPR: Samanage Looking To The Future Matt Stone Recorded: May 29 2018 42 mins
    The new GDPR guidelines have brought us to a new level of oversight for dealing with data privacy.

    In this webinar we will discuss:
    What data privacy means to Samanage.
    How Samanage approached GDPR compliance within the ITSM space. How Samanage will be operationalizing privacy management post May 25 2018.
    Best practice methods for Samanage and our customers to work together to maintain compliance.
  • How to capitalize on the knowledge revolution
    How to capitalize on the knowledge revolution Per Strand Recorded: May 28 2018 31 mins
    Knowledge management is one of the largest untapped assets for many IT service desks according to Gartner. Companies have tried many ways of harnessing knowledge – with mixed results. In this webinar Per Strand from ComAround explains why KCS® (Knowledge-Centered Service) appears to be exactly the kind of structured, platform-agnostic approach which finally unlocks the power of knowledge and opens the door for new intelligent technologies like AI, Machine Learning and smart BOTs.
  • Workbooks CRM for Sales
    Workbooks CRM for Sales Workbooks CRM Recorded: May 24 2018 2 mins
    Workbooks CRM enables you to work more effectively, to better identify opportunities, close more deals and grow revenue. Learn how Workbooks can help accelerate sales and increase productivity.
  • The Next Step: Employee-Focused Service Management
    The Next Step: Employee-Focused Service Management Roy Atkinson and Marc Stitt Recorded: May 23 2018 61 mins
    Service management principles and practices have been broadening to encompass far more than IT services over the past few years. HDI research shows that more than half of organizations are using the tools and practices of service management in other business units, such as HR, facilities and customer service. The applications of these proven practices—when done properly—have improved service delivery for business units.

    In today’s organizations, agility and velocity have increased the responsibilities of individual employees, who depend on fast, easily-accessible services to get their work done, from anywhere and at any time. This requires a new focus of service management on employees.

    In this webinar, we will discuss:
    * What service management throughout the organization means
    * Why organizations need to focus on employee success as well as business unit success
    * How the delivery of services affects employee productivity and morale
  • Accudata + Forcepoint Security Series | Risk-Adaptive Protection
    Accudata + Forcepoint Security Series | Risk-Adaptive Protection Bharath Vasudevan, Senior Director Recorded: May 23 2018 30 mins
    What comes to mind when you hear “decision making based on calculated behavioral analytics”? It’s a pretty exciting concept–one that’s new to cyber security and one that Forcepoint does very well. Join our webinar to learn how risk-adaptive protection is helping organizations:

    - Continually improve security effectiveness through machine learning and AI
    - Better understand risky behavior
    - Automate policies
    - Dramatically reduce the quantity of alerts
    - Streamline and accelerate investigation of those alerts

    Tune in May 23!
  • 5 Key Ways ITSM Must Evolve Before Digital Transformation Can Truly Happen 
    5 Key Ways ITSM Must Evolve Before Digital Transformation Can Truly Happen  George Spalding, VP, Pink Elephant and Matt Klassen, VP Product Marketing, Cherwell Recorded: May 22 2018 61 mins
    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.
  • Workbooks CRM for Marketing
    Workbooks CRM for Marketing Workbooks CRM Recorded: May 21 2018 2 mins
    See what Workbooks CRM has to offer for marketing professionals within the CRM tool. Learn how Workbooks CRM helps you run campaigns and generate more quality leads, giving you the tools you need to execute your marketing strategy and measure ROI.
  • CMDB for the Enterprise Mind
    CMDB for the Enterprise Mind Terrell Pursley, Ryan Gillespie, Meghan Lockwood Jun 26 2018 5:00 pm UTC 60 mins
    Get the rundown of different audiences for the CMDB and how to achieve each of their objectives through out-of-the-box products.

    Plus, Find out...
    - Why CMDB should be your ServiceNow foundation
    - What's the roadmap to success
    - Conventional and specialized uses, including services and dashboards
    - Real-world examples of companies transforming today
  • [Panel Discussion] Overcoming Your ITSM Technology Hurdles – 3 Real-Life Stories
    [Panel Discussion] Overcoming Your ITSM Technology Hurdles – 3 Real-Life Stories TJ Martinez, Univ. of New Mexico; Diane Burton, Seattle Cancer Care Alliance; Nick Kouloungis, Louisville Metro Technology Jun 27 2018 6:00 pm UTC 60 mins
    Keeping up with rapidly changing technology is a challenge IT service management leaders across all types of organizations face. And, setbacks caused by outdated, legacy ITSM solutions do not make modernization efforts easy. Whether your goals include artificial intelligence, incorporating DevOps, or automating key IT processes, all ITSM teams must embrace change, and innovate.

    Join our upcoming webinar with representatives from higher-education, healthcare, and government as they share successes, blunders, and challenges from the IT trenches.
  • Wake Up HUMAN EXPERIENCE Professionals! It's time for a REBOOT!
    Wake Up HUMAN EXPERIENCE Professionals! It's time for a REBOOT! Roger Lee, Founder and Principal Evangelist, Contact Center Advocates Jun 27 2018 6:00 pm UTC 60 mins
    What do Uber, Starbucks, United Airlines, Wells Fargo, and Southwest Airlines have in common? They are all working on repairing their brand and customer experience reputations.

    We are halfway through 2018 and it's time to reflect and adjust course. There have been so many daily events that impact our corporate and personal brand that it is important to pause, reflect, and determine what we want to do and be as human beings.

    Roger Lee, aka Dr. WFO, Founder and Principal Evangelist for Contact Center Advocates, will share how some of these world events have and will impact people, process, technology, and strategy as we continue to provide customer service and customer experience moving forward.
  • Unguarded – A Roadmap For Cyber-Security Improvement
    Unguarded – A Roadmap For Cyber-Security Improvement Randy Steinberg Jun 28 2018 4:00 pm UTC 60 mins
    The IT infrastructure management landscape is rapidly changing. Much of what IT used to support, build and deliver on premises is moving up into the Cloud. IT services are moving up and out of the data center and access to these services is moving beyond the four walls of the business. New technologies and devices are spreading and stretching when and where IT services can be used (e.g. Internet of Things). While the shift towards more agile and flexible delivery channels for IT services is creating new business opportunities, it is also creating new business challenges for securing the IT infrastructure and delivering those services safely. How are IT organizations meeting this challenge? What strategies are organizations employing? What technologies, processes and organization changes are taking place to keep the business safe? Learn some answers to these questions and leave with ideas and a roadmap to secure your own IT Infrastructure.
  • DigiDevTransOps
    DigiDevTransOps Mark Smalley, the IT Paradigmologist and DASA Global Ambassador Jul 17 2018 8:00 am UTC 45 mins
    The title is a cynical reference to the hype around Digital Transformation and DevOps. There’s a lot of confusion and you may be wondering what the terms actually mean and what the relationship is between the two. If we look closer, we’ll see that DevOps has much to support Digital Transformation, but that it’s only one of the pieces in the Digital Transformation jigsaw puzzle.

    Mark Smalley, Global Ambassador DASA
  • Is Digital Transformation ready for DevOps?
    Is Digital Transformation ready for DevOps? Daniel Breston, Virtual Clarity Jul 17 2018 12:00 pm UTC 45 mins
    DevOps, Cloud, Digital, Digital transformation; all great marketing phrases. Overwhelmed yet? I remember before the internet. Yes, there was computing going on before then we were using it to market our financial services. But the internet came and wow – life exploded. I mean where can you stop on what you can do or offer? Call it digital or whatever term you want, the age of making technology a service and a servant is truly upon us and will probably never ever go away now.

    So is DevOps, the way of collaborating on the use of technology and introducing new services, is the best thing ever? Well, it certainly has started a decade worth of conversation.

    Let’s use this session to see why DevOps is the framework practice for the age of making use of the worldwide collaboration and communication network (internet) and how it will transform the way you lead and act technology services.
  • Doing More with Less: WFM Strategies for the Support Organization
    Doing More with Less: WFM Strategies for the Support Organization Megan Selva (moderator) Jul 17 2018 5:00 pm UTC 60 mins
    In a recent survey of support organizations in more than twenty verticals, HDI found that more than one-third of organizations surveyed identified “managing an increased workload with existing staff” as their primary challenge. Nothing new there—this challenge is a constant in support, as it is in many industries. Compounding this challenge is the larger evolution in the world of work: traditional office-based workspaces have given way to remote arrangements and the gig economy. With new technologies emerging at an unrelenting pace, employees bringing their consumer expectations to the workplace, and organizations embracing nontraditional working environments, what’s a support organization to do?

    An optimized workforce management strategy is crucial for both customer and employee satisfaction, as well as maximizing the value of the support organization. In this webinar, Todd Gladden, the Workforce Management Wizard, will provide essential training for support leaders seeking to make the most of their teams’ skills and strengths, whether they’re working on-site or remote.

    In this webinar, we will discuss:
    *How to optimize your workforce and people management strategies
    *How to focus on employee success as well as business unit success
    *How to use training and professional development to increase productivity, retention, and morale
  • Can ITSM Exist in the Cloud?
    Can ITSM Exist in the Cloud? Daniel Breston, Principal Consultant, Virtual Clarity Jul 18 2018 10:00 am UTC 45 mins
    I remember when virtual or cloud became the scary marketing words for any Operations or Infrastructure or ITSM person. My role is going, my skills won’t be needed. Our processes will break. We can’t go that fast!!!

    Now years later – we have seen that what we do underpins what the organisations gets when they adopt and adapt to cloud based services. Let’s see why this happened and discuss how we can continue to be the innovation side of technology just like we have been all along.

    Join me, Daniel Breston, to discuss how ITSM is relevant in the world of cloud or fast technology services delivered by multiple suppliers or technologies.

    About Daniel Breston;

    Daniel is a Principal Consultant for Virtual Clarity leading the operating model practices incorporating DevOps, ITSM, Agile Ops and leanIT Leadership. Daniel is a frequent speaker for BrightTalk, the British Computer Society, SITS, HDI or other conferences. Daniel is also a contributor to the VeriSM and SIAM Body of Knowledge acts as a mentor or coach for leaders interested in getting the best from technology services.
  • Verizon Threat Research Advisory Center - Monthly Intel Briefing
    Verizon Threat Research Advisory Center - Monthly Intel Briefing David Kennedy and John Grim, Verizon Global Security Jul 18 2018 2:00 pm UTC 90 mins
    Leverage Threat Intelligence where it matters most.

    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:

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

    We'll cover the following topics:

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

    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!
  • The Digital Transformation of ITSM - AI, Automation and NLP
    The Digital Transformation of ITSM - AI, Automation and NLP Doug Tedder, Principal, Tedder Consulting Jul 18 2018 5:00 pm UTC 45 mins
    So much is being written (myself included!) about how ITSM helps an organization prepare and support digital transformation. But ITSM itself is going through digital transformation.

    How will the way we approach and deliver ITSM change as a result?

    Join me as I discuss “The Digital Transformation of ITSM”.

    About Doug Tedder:
    Doug Tedder is the principal of Tedder Consulting LLC, a Service Management and process improvement consultancy. Doug is a recognized thought leader who is equally adept in interactions from senior leadership to day-to-day practitioners. His attention to detail, industry knowledge, emotional intelligence, and the ability to “see the big picture” and make it actionable has resulted in a track record of success in transforming IT organizations into valued business partners.

    Prior to starting his business, Doug spent over 25 years working in corporate IT organizations in a variety of local, regional, and global roles.
    Doug holds numerous industry certifications in disciplines ranging from ITIL®, COBIT®, Lean IT, DevOps, KCS™, VeriSM™, and Organizational Change Management.

    Doug is an author, blogger, and frequent speaker and contributor at local industry user group meetings, webinars, and national conventions. Doug is a member and former president of itSMF USA, a member of HDI, a contributing author to VeriSM™, and co-author of the VeriSM™ Pocket Guide. Follow Doug on Twitter (@dougtedder) or visit his website (dougtedder.com).
  • Re-Inventing IT Service Management with Artificial Intelligence
    Re-Inventing IT Service Management with Artificial Intelligence Rich Graves, Director of Product Management @ ServiceAide Jul 18 2018 6:00 pm UTC 45 mins
    Artificial Intelligence has finally come to IT Service Management in the form of a Virtual Agent that can act as a Level-0 analyst. This webinar will explain how Luma, a virtual agent can perform the duties of a Level-0 technician, freeing organizations from the high cost of manning a help desk and providing round-the-clock support. You will see Luma in action, automating self-service, guiding users to create actionable tickets, performing knowledge lookups, and automating tasks such as reset password. Users stay informed of ticket status and can provide feedback whenever and wherever they are through the channel of your choice. Since a Level-0 tech should also unburden senior techs, you’ll see how Luma helps level-2 technicians improve their productivity by managing and assigning tickets, automatically following up with users, and enabling users to access and update ticket information without a human technician in the loop. Finally, see the no-coding tools available to create unique capabilities for your organization if the 200+ out of the box skills need to be extended.
  • How to Harness the Power of Predictive Customer Journey Mapping
    How to Harness the Power of Predictive Customer Journey Mapping Anne Palmerine, Charlie Godfrey, Erica Marois(moderator) Jul 18 2018 6:00 pm UTC 60 mins
    Whether your organization wants to improve customer satisfaction, boost productivity, or increase revenue, the customer journey is at the heart of it all. And with today’s customer expectations on the rise, getting customers to the right agent, at the right time is critical. The problem? Most businesses think they’re doing a better job of meeting customer expectations than they really are. In fact, Genesys research indicates that only 19% of businesses have a dedicated customer experience team to manage the experience.

    Ready to differentiate yourself from the competition? Find out how predictive routing is becoming a fundamental part of delivering the genuinely omnichannel experience that customers now expect.

    In this webinar, you will learn:

    *How to match the right agent with the right customer
    *How to bring sales, service, and marketing together to enhance the customer experience
    *How leading contact centers are leveraging the latest predictive routing technology

    Join us for an interactive and informative hour, complete with live audience Q&A.
  • VeriSM™ - Exploring the New (Service Management) Kid in Town
    VeriSM™ - Exploring the New (Service Management) Kid in Town Simon Dorst, Michelle Major-Goldsmith - Kinetic IT Jul 19 2018 10:00 am UTC 45 mins
    Michelle Major-Goldsmith and Simon Dorst of Kinetic IT will discuss the role of VeriSM in digital transformation, and its relation to ITIL and other service management practices.
  • Unlock the Hidden Treasure – Justifying Problem Management
    Unlock the Hidden Treasure – Justifying Problem Management Bob Rice Aug 9 2018 5:00 pm UTC 60 mins
    Problem management is the hidden treasure of Service Management. It is key to ensuring reducing the cost of IT services, improving the value of IT services, and improving customer satisfaction. But how do you justify investing in problem management?

    Too frequently problem management is understood as something that must be done when things really get bad, or when a customer is screaming because of a failure somewhere else, or as a “last resort” when no one knows what else to do.

    In reality, problem management is key to improving the performance of IT and improving the customer’s view of IT’s true capabilities, whether related to technology, applications developed in-house, software, cloud services, etc. You name it, problem management has a role.

    This session will cover:
    •Investigating the hidden treasure – What does it take to get problem management “off the ground”; the who, what, where, when and why of problem management

    •Searching for the hidden treasure – Gather your team and start mapping metrics for problem management
    •Digging up the hidden treasure – How to start - the approach to implementing problem management
    •Protecting the hidden treasure – Retain the value - keeping the momentum with problem management