Help Desk and Support

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

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 And, setbacks caused by outdated, legacy ITSM solutions do not make modernization efforts easy.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.

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.

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.

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

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.

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

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.

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!

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).

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.

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.

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.

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