Help Desk and Support

The word omnichannel has dominated both contact center and marketing conversations for many years now. But according to ICMI research, less than one-third of contact centers in this community consider themselves truly omnichannel. Making the most of existing contact channels, customer data, and analytics can feel daunting. Taking it all to the next level? Even more so.

If you know your contact center needs to evolve, but you're not sure how to take the next step, this is the webinar for you! No matter where you currently are on the path to omnichannel, we'll break down the complexity, dispel common myths, and help you prepare for the future.

During this webinar, you will learn:
- How to apply ICMI’s three-phase approach to moving from multichannel to omnichannel
- What's next for journey mapping and customer analytics
- How omnichannel service is transforming the future of the contact center—and what you need to know to stay ahead of the trends

Join us for an interactive and informative hour, filled with practical tips, and complete with live audience Q&A.

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:

•Clarence Hill, Senior Manager, PS Advisory Services
•David Kennedy, Managing Principal, Open Source Intelligence

This month's theme: Device Overlays

This webinar will also cover:

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

If you have any questions related to social attacks and data breaches that you'd like us to cover on the call, please send them to the following email address: Intel.Briefing@verizon.com

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!

Industry best practices provide IT service desks a wealth of metrics to adopt, and benchmarking data offers guidance on the KPIs to employ. These have both remained virtually static for the last decade or longer. However, a growing reliance on IT services, a rapidly changing technology landscape, and demands that the service desk shift from a cost center to a value center, is forcing IT leaders to re-think and re-define traditional KPIs and metrics. Those who remain complacent in this respect will almost certainly fail to deliver the outcomes the business demands.

In this webinar, hosted by ITSM analyst, Stephen Mann, and Cherwell’s Matt Klassen, you’ll learn:

• How the evolving workplace and employee expectations are driving the need for new KPIs
• Why the adoption of self-service, automation, and AI require further changes to your measurement philosophy
• Metrics you are using today that will no longer be relevant in three to five years
• Tips for developing a new portfolio of metrics that will position you for future success

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.

--

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.

This Webinar session will consist of a brief walk through of Software Asset Management’s foundation. Diving deeper into answering the age-old IT question “What do we own and how do we own it?” Specifically, we will highlight various types of legal documentation, noting key verbiage and contractual elements Software Asset Managers encounter in their day to day responsibilities. The briefing will cover various aspects of reviewing, drafting and negotiating agreements to ensure adequate protection and overall license term understanding. Attendees will gain insight into defining drafting and assigning SAM policies, procedures and responsibilities.

Klemens Rauch talks about Brennercom's search for a single ITSM solution, rather than a silo of systems in each department, that could be implemented quickly and easily, without the need for development, using their current resources. Cherwell's software has enabled greater automation and far easier reporting.

Attendees will learn how Verizon's Autonomous Threat Hunting...

•Improves automation and efficiency on monitoring and incident response processes by mimicking and applying security analyst experience and intuition at unprecedented scale.


•Automatically builds context and relationship between indicators of compromise (IOCs), their inferred Tactics, Techniques and Procedures (TTPs), and log or event data generated by their organization.


•Transforms hundreds of millions of raw data events into tens of high confidence alerts, so analysts can focus on investigating qualified leads.

Technology Director, Richard Burton, reveals the shortfalls in Utilize's old ITSM package and the transformation, growth and efficiencies within the business that Cherwell's software has enabled.

Discover what's trending in the IT Service Management community on BrightTALK and how you can leverage these insights to drive growth for your company. Learn which topics and technologies are currently top of mind for IT Service Management professionals.

IMT Service Management Officer for LSE, Nicos Kyriacou, tells of the extensive improvements in automation since implementing Cherwell. Service Desk staff in particular, are now able to step away from the mundane tasks and focus elsewhere, increasing productivity.

The collaboration needs of small businesses have similarities, but often many differences, compared to those of larger organizations. Small businesses require the flexibility to support distributed and mobile workers, and to rapidly respond to customer opportunities and needs. To succeed, small businesses must employ a broad set of collaborative technologies enabling internal and customer communications, regardless of device and location. In this informative webinar we’ll provide insight into the collaborative needs of small businesses and how solutions including team collaboration and unified communications provides competitive advantages by improving agility, decision-making, and customer and employee engagement.

This webinar will cover:
- Collaboration in the small business
- Emerging technologies for customer and employee engagement
- Characteristics of a successful collaboration and communications strategy
- Recommendations

Digital transformation means transforming IT. Whether increasing productivity, driving insights, delivering innovation, or simply providing a consumer-like experience for employees, IT has proven to be an indispensable element in your business success.

Join Darren Hamway, Portfolio Manager/IT Project Management Office, Tiffany & Co., and Bruce Randall, Director Product Marketing, ServiceNow to learn how to deliver innovation without negative employee impact, or breaking the bank on infrastructure and resources.

In this webinar you’ll learn:

How Tiffany & Co. has successfully merged their processes and procedures with ServiceNow to increase portfolio visibility and data output
How ITSM and ITBM can be used together to automate gaps in the service lifecycle
How combining ITSM and ITBM helps to deliver new innovations
How to transition from successful IT service management to successful IT business management

Mac and Microsoft; is there a better hardware/software duo out there? We think not. Millions are empowered every day by utilizing the productivity tools Microsoft offers and the simple user experience Mac delivers. But, IT often struggles with keeping their Microsoft software current on their growing fleet of Mac computers. Well, not anymore. 
 
In our webinar, Paul Bowden of Microsoft and Bill Smith of Jamf explain old, new and better ways of installing Office 2019 for Mac. 
 
You’ll learn how to:

•Manage Microsoft AutoUpdate (MAU) leveraging .plist files and configuration profiles
•Leverage the Mac App Store as a new option for deploying Office
•Activate and configure Office for Mac in one click (yes, one!)
•Implement policy management best practices across your entire organization

Thanks to your organization’s growing reliance on IT services, the importance of your IT service desk has never been greater. However, in order to deliver on ever-increasing expectations, and to maintain a seat at the table, your service desk needs to up its game. But where should you focus your improvement activities?

The answers are held within your IT service desk’s performance management system and metrics. In this webinar, hosted by ITSM analyst, Stephen Mann, and Cherwell’s Matt Klassen, you’ll learn:

• The most common issues associated with traditional ITSM KPIs
• The impact of business changes on service desk metrics
• How to assess the suitability and relevance of your current portfolio of metrics
• Practical tips for defining and aligning KPIs to meet current and future needs of your organization

Service is about the intentional and dynamic configuration and interaction of the service provider’s and the service consumer’s resources (in the broadest sense of the word).

In an IT service context, IT service is all about the underlying IT service resources such as applications and infrastructure are configured and how they interact, together with people and organization, partners and suppliers. You can’t actually do anything with IT service apart from define it and provide it – if you want to do anything substantive, you have to act on the underlying applications and infrastructures.

DevOps is about doing substantive things to and with applications and infrastructure. Contributing to the emergence of IT service when all the stars are aligned. The stars need to be aligned because of all the other disciplines (and often organizational entities) that also play a role.

Using these concepts gives you a better grip on who is (probably) responsible for what, enabling you to establish a better working relationship.

Mac and Microsoft; is there a better hardware/software duo out there? We think not. Millions are empowered every day by utilizing the productivity tools Microsoft offers and the simple user experience Mac delivers. But, IT often struggles with keeping their Microsoft software current on their growing fleet of Mac computers. Well, not anymore. 
 
In our webinar, Paul Bowden of Microsoft and Bill Smith of Jamf explain old, new and better ways of installing Office 2019 for Mac. 
 
You’ll learn how to:

•Manage Microsoft AutoUpdate (MAU) leveraging .plist files and configuration profiles
•Leverage the Mac App Store as a new option for deploying Office
•Activate and configure Office for Mac in one click (yes, one!)
•Implement policy management best practices across your entire organization

​We are in confusing times when it comes to adopting ITSM to deliver functional technology services to the business. ITSM seems to be out-dating itself with ever-changing operating models. This can negatively impact strategies to mature IT and the Business together. The role of IT provider over the last three decades of rapid technological advancement hasn’t adapted nearly enough to mature the company.

You may of heard this many times - "IT must focus on aligning to the business and have a primary focus on service integration". Is your ITSM program working to achieve this focus? Most likely you are among the growing population that is failing or missing the target in order to achieve results with ITSM that ensures business quality and maturity. Listen to Beverly Weed-Schertzer as she explains a fresh perspective on ITSM from practical experiences spanning over three decades.

Take back control of your ITSM program!

What are the advantages of ITIL 4 in the modern world?

Find out from Marcel Foederer - Lead Architect Team in Axelos and ITIL Trainer at ITpreneuers in this Future of ITSM session.

ITIL has long been established as the de-facto framework for the management of IT services. However, the world has moved on. Our IT services are delivered differently and the tools we use to deliver them are commonly cloud-based or delivered by complex multi-vendor models.

Like a prize-fighter, ITIL is being dusted-off for one last crack of the title, whilst new younger fighters enter the ring. Should we still be looking to optimise our processes using ITIL as a reference point? What other alternatives are available?

This presentation will look at how to use ITIL as the basis for an effective IT operating model, and what else you ought to be looking at to successful deliver today’s complex digital IT services.

For many organizations, the prevailing impact of DevOps on service delivery within ITSM is more prominent now than ever before. When your Dev, Ops or both processes are outsourced to one or multiple vendors, it complicates everything for your organization, its users and leadership even more. Add to that the increased importance placed upon service teams to improve customer experience and you can see how ITSM and DevOps are siloes that must be broken down.

Knowing where DevOps, ITSM and business principles originate and how to align them is a first step towards better service delivery. However, achieving a truly excellent customer experience takes radical transparency throughout the entire service chain.

In this presentation, Nancy will walk you through the varying steps you can take to achieve excellent customer experience by aligning DevOps and ITSM. She will define what radical transparency looks like at the various parts of the chain -- whether your Dev, Ops or ITSM processes are in-house or outsourced.

Nancy Van Elsacker Louisnord is the president TOPdesk USA. She’s also a public speaker, a contributor to numerous leading industry publications and a service management expert.

This is not going to be a normal BrightTalk event of sharing slides but instead an open conversation with Daniel Blander, well-known author of technology security practices and how to best blend them into DevOps, ITSM or general organisational practices. Daniel and I will spend 15-20 minutes discussing some basics, but we are looking for your questions on how to use security to help your staff, processes, suppliers and customers benefit from a safer technology product and services provider.

Daniel Blander leads the Security Portfolio for Virtual Clarity. He is a highly experienced and recognized expert in the fields of information security, risk management, compliance, operations, and organizational change. He has over 20 years of global experience as CTO, CSO, as well as an advisor to Fortune 100 and startups alike in the fields of Banking, Healthcare, Retail, Technology, Airline, Hospitality, Government, and Entertainment. His work resulted in his nomination in 2008 as Information Security of the Year for the West by the Executive Alliance and is a frequent lecturer at security conferences around the world. Daniel has also been recognised for his contributions to DevOps and the publications many view as the main books of knowledge such as The DevOps Handbook.

This session will be facilitated by Daniel Breston, a long-time technology professional in Banking and Utilities. Constantly involved in service management practices and events, Daniel has learned how to blend lean and agile to help leaders and teams make the best use of technology to serve their customers. Now Daniel is using this knowledge to look at cloud and other virtualisation practices to create the paradigm of technology and people.

"In the age of breaches, enterprises are looking to understand the security and compliance risks associated with data stored in, and accesible from, cloud applications so they can better prepare should the unthinkable happen. With data and workloads moving to the cloud, securing the enterprise is more critical than ever.

Join cloud, security and compliance experts as they discuss:
- How to proactively analyze security risk from the business perspective
- What you need to know about your data, and how to ensure it is compliant when in the cloud
- How to automate security policy changes
- Top challenges for CISOs and CIOs
- Achieving security and compliance across multiple clouds
- Steps to take today"

Presenters
Benny Czarny, CEO and Founder, OPSWAT
Tzach Horowitz, Pre-Sale Director, Cybergym
Ariel Zeitlin, CTO and co-founder, Guardicore
Diana Kelley, Cybersecurity Field CTO, Microsoft

There are different schools of thought on how to bring Dev and Ops together. Join Dimitri van den Broek as he discusses and shares examples from leading organizations, explaining how they build integrated teams. Learn about investing in Culture and T-shaped individuals and why they are critical for DevOps success.

It’s all about the interactions! Each organisation is different in the way it is structured, how it
communicates and what capabilities are in place to deliver their services. So, it follows that the
pipeline of ‘how’ their processes move through the organisation is also different. Simplicity and
smooth-flowing operations takes more than DevOps. Help unlock the combination of DevOps, ITIL
and other ITSM Practices. Build a strong base from which to take the next leap into the future by
making your pipeline of processes viable, dynamic and useful. Simone takes you through the
process conversation, improving the H2H component (human-to-human) and being effective in
bringing it together.

Automation brings several obvious benefits to any IT estate. These include more consistent performance of critical and mundane tasks and compliance with business processes. But when intelligently applied, IT automation can deliver significant additional benefits and business value.

• Free up skills for more complex, higher-value tasks
• Ensure timely updates of CMDB data as changes occur across the environment
• Better cyber security through more consistent, more timely patch and update deployment

You need a clearly defined set of goals and a solid plan to achieve intelligent automation. And you need to ensure your IT management solutions are up to the tasks required.

Join industry experts Mike Bombard, Robert Roberts, Director of IT Operations and Support at Segra and Michael Dortch for an informative, thought-provoking discussion of the benefits and challenges of intelligent IT automation. You’ll learn things you can do now and things you should be thinking about to achieve and extend intelligent automation across your IT estate.