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  • [Panel] Women in ITSM: Opportunities, Lessons, Challenges and Advice
    [Panel] Women in ITSM: Opportunities, Lessons, Challenges and Advice Claire Agutter, Simone Jo Moore, Sally Bogg, Elisabeth Thomas, Andrea Kis Recorded: Aug 15 2018 61 mins
    Join Claire Agutter, Simone Jo Moore, Sally Bogg, Elisabeth Thomas and Andrea Kisfor an open, honest discussion about the opportunities, lessons and challenges found in a career in ITSM. From entering the industry, to forging a career and making a difference, this one-off panel discussion will explore all facets of being a woman in ITSM in 2018.
  • Verizon Threat Research Advisory Center - Data Breach Digest 2018
    Verizon Threat Research Advisory Center - Data Breach Digest 2018 John Grim and David Kennedy, Verizon Enterprise Solutions Recorded: Aug 15 2018 75 mins
    Fellow Cybersecurity Practitioner:

    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: Data Breach Digest Highlights

    Our Verizon Threat Research Advisory Center presenters will be:

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

    For this month's theme: 'Data Breach Digest Highlights', we'll feature John Grim, Senior Manager, Investigative Response – Americas, who'll highlight the latest in terms of data breaches.

    Specifically, John will discuss scenarios in this year's Data Breach Digest, reveal how these scenarios match up against the 2018 Data Breach Investigations Report incident classification patterns, and in doing so, provide detection and validation, response and investigation, and mitigation and prevention countermeasures from an incident response and cybersecurity perspective.

    We'll then see what's happening with the IR Pulse and our caseload trends, followed by:

    •Current Intelligence
    •Attacks & Threat Indicators
    •Latest Malware Trends
    •Significant Vulnerabilities
  • Voice of the Customer: Breaking Survey Mentality
    Voice of the Customer: Breaking Survey Mentality Nate Brown, Co-Founder, CX Accelerator Recorded: Aug 14 2018 59 mins
    Consumers are not as likely to fill out surveys as they once were. Survey programs across all industries are struggling to obtain both the quantity and quality of data required to make intelligent decisions. Does this mean that customers are providing less feedback to organizations? Hardly! Feedback is happening all around in new and exciting ways. It’s time that we evolve our ability to listen. Learn the best ways to capture unstructured feedback and take your Voice of the Customer program to the next level!
  • Customer Feedback Perspectives - An Interview with Nate Brown
    Customer Feedback Perspectives - An Interview with Nate Brown Nate Brown, Co-Founder, CX Accelerator and David Hadobas, President and CEO, CCNG Recorded: Aug 10 2018 4 mins
    Do you survey your customers? Are you getting the quality or quantity of data that you did in the past? How do we evolve to break the survey mentality and tap into the "treasure trove" of data? Watch this 4-minute interview with Nate Brown as he shares some highlights for an upcoming live webinar on August 14th.
  • Introducing Luma for CA Technologies IT Service Management
    Introducing Luma for CA Technologies IT Service Management Dale Clark Recorded: Aug 9 2018 60 mins
    Introducing Luma the Virtual Agent with Artificial Intelligence. Learn how organizations using ITSM software from CA Technologies can rapidly leverage this powerful capability without altering their current implementations. •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.
  • Unlock the Hidden Treasure – Justifying Problem Management
    Unlock the Hidden Treasure – Justifying Problem Management Bob Rice Recorded: Aug 9 2018 64 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
  • The Chicken and the Robot or: Why AI is not going to take over the world
    The Chicken and the Robot or: Why AI is not going to take over the world Dolf J.H. van der Haven - Quality and Information Security Manager, Verizon Enterprise Solutions Recorded: Aug 9 2018 39 mins
    There is a considerable hype about Artificial Intelligence (AI) and its potential impact on humanity. For some, it is the best thing since sliced bread, bringing eternal leisure and world peace; for others, it is doomsday accelerated, where humanity will either become extinct and machines take over the world or it becomes slaves to the robots.

    In this presentation, we will cover an overview of what AI’s capabilities are today, where it may lead us, and what we need to take into consideration in service management of AI. Furthermore, we will present a service management model that shows realistic perspectives on what AI’s capabilities can and cannot be. This leads to conclusions about whether AI is a threat to humanity or not.

    This is a rescheduled webcast due to technical issues with the first attempt.
  • 3 Steps IT Can Take to Deliver a Better Employee Experience
    3 Steps IT Can Take to Deliver a Better Employee Experience Matt Cox, Bryan Greer Recorded: Aug 8 2018 49 mins
    Goya Foods is a global organization serving thousands of customers all over the world. How does an organization that large deliver a better employee experience? Join Bryan Greer, Senior System Engineer at Goya Foods, as he shares the top three ways they've used IT service management best practices to improve internal customer satisfaction:
    - Build a user-friendly service portal
    - Measure success with tangible data
    - Continuous improvement and expansion of best practices
  • CRM for Law Business Research
    CRM for Law Business Research Ron Doobay - CTO, Law Business Research Recorded: Aug 7 2018 4 mins
    See how Workbooks CRM helps Law Business Research (LBR) improve their business processes - CRM for Media & Publishing
  • Learn About Executive Connections at FUSION18
    Learn About Executive Connections at FUSION18 Cathy Kirch Recorded: Aug 2 2018 19 mins
    This webinar will dive into the exclusive Executive Connections program available at FUSION 2018. Learn more about how this opportunity can enhance your educational experience through exclusive exposure to industry leaders and experts. The Executive Connection sessions will include stories from Executives; attendees will hear from two Keynote Speakers and share leadership concepts. It will also facilitate networking between you, your peers, and the many invited industry experts, and ensure you are getting the most from your time at the conference.
  • The Future of ITSM - From Process to Value Stream
    The Future of ITSM - From Process to Value Stream Troy DuMoulin, VP of Research and Development, Pink Elephant Recorded: Aug 1 2018 59 mins
    Several years ago, IT organizations were focused on quality. But, the financial crisis of 2008 changed that focus to cost. Today, in 2018, IT organizations are forced to find a balance between quality and speed, while also justifying cost. However, complicating this tricky balancing act is the fact that the only constant in IT Service Management is change.

    Driving this fast pace of change are external forces including cloud, global supply, automation, and competition. Join Senior Product Marketing Manager, Cherwell Software, Chuck Darst, and Troy DuMoulin, VP of Research and Development at Pink Elephant, as they discuss these challenges in what Troy calls the third major industrial revolution.

    Guest Speaker:
    Troy DuMoulin, VP of Research and Development at Pink Elephant

    Troy is a leading ITIL® IT Governance and Lean IT authority with a solid and rich background in Executive IT Management consulting. Troy holds the ITIL Expert certifications and has extensive experience in leading IT Service Management (ITSM) programs with a regional and global scope. He is a frequent speaker at IT Management events and is a contributing author to multiple ITSM and Lean IT books, papers and official ITIL publications including ITIL’s Planning To Implement IT Service Management and Continual Service Improvement.
  • Easy. Say Goodbye to Excel with ServiceNow CMDB with Discovery
    Easy. Say Goodbye to Excel with ServiceNow CMDB with Discovery Mike Bledsoe, Advisory Solutions Consultant at ServiceNow Recorded: Jul 31 2018 16 mins
    Configuration Management Database (CMDB) conjures thoughts of Excel (manual entry—blah); it’s so cumbersome. But what if you could make it easier—automated, cloud based—and proactively eliminate service outages?

    Join our 15-minute webinar with ServiceNow Advisory Solutions Consultant Mike Bledsoe as he discusses common-use cases that prove the value in effective CMDB with ServiceNow’s Discovery solution. We’ve already started seeing how this is changing IT departments’ lives—there’s a reason why ServiceNow is Forbes’ #1 most innovative organization in the nation.
  • The Future of ITSM: The Rise of Automation, Agile, and the User Experience
    The Future of ITSM: The Rise of Automation, Agile, and the User Experience George Spalding, VP, Pink Elephant and Chuck Darst, Senior Product Marketing Manager, Cherwell Recorded: Jul 25 2018 58 mins
    "Digital Transformation” is one of the most popular action items IT leaders are tasked with today. The goal is to keep pace with customer demands in order to compete in a constantly changing economy. In order to support evolving technology, ITSM has progressed from reactive to proactive, in some cases utilizing pattern recognition in the form of predictive analytics (Big Data) to bypass the need for human intervention.
    Join us on this webinar to learn why taking this a step further and integrating Lean, Agile, and DevOps into your delivery system will help you achieve business value -- better services, delivered faster, and for less cost.

    Guest Speaker:
    George Spalding, Executive Vice President, Pink Elephant

    Cherwell Speaker:
    Chuck Darst, Senior Product Marketing Manager, Cherwell Software

    About George:

    One of North America’s most insightful and engaging ITSM and support experts, George is an ITIL® expert with more than 30 years’ experience in the IT industry and co-author of the ITIL V3 Continual Service Improvement core volume. George spent several years as a consultant to the White House on technical presentations and conferences. He also coordinated technical presentations for members of the President’s cabinet, the Smithsonian Institute and the Federal Bureau of Investigation. A regular author of IT articles and white papers and a sought-after presenter at global ITSM conferences and webinars, George’s winning personality captivates audiences, be it in print, over the airwaves or in person.
  • Omni-Channel Support: What Emerging Channels Should You Adopt?
    Omni-Channel Support: What Emerging Channels Should You Adopt? Noel Roberts, CTO and VP of Marketing, Aria Solutions Recorded: Jul 25 2018 62 mins
    Gartner says that by 2022 contact centers will be handling 12 customer channels on average. Some are emerging and some are shrinking…Which channels you adopt will depend on your specific situation. Join Noel Roberts, CTO at Aria Solutions, to learn about industry trends and understand what your peers are doing to support omnichannel.
  • Modernizing the Employee Experience Through IT Service Management
    Modernizing the Employee Experience Through IT Service Management Kyle Shepard, Matt Cox, Joseph Brown Recorded: Jul 25 2018 44 mins
    Organizations are looking to access services in a completely different way. In the past, technology leaders have had to deal with multiple softwares or solutions for individual lines of business, now they have the opportunity to take all of the services within an organization and measure them through one service platform. In this panel discussion, we’ll go through the tenants of customer service and how those are now applied through IT service management best practices to make this the era of employee services.
  • 10 Questions on ServiceNow with Acorio Experts
    10 Questions on ServiceNow with Acorio Experts Ajay Gautam, Damian Broccoli, Jared Romaine, Juliet Acuff, Meghan Lockwood, Ryan Dinwiddie, Sean Duhaime Recorded: Jul 24 2018 61 mins
    This panel discussion will feature leading experts from various departments inside Acorio, bringing tactical experience and strategic vision to help you guide your ServiceNow journey today. Learn from Acorio’s hundreds and hundreds of successful go-live’s – and pick the experts’ brains about their experiences in the ServiceNow trenches.
  • Get IT Done: Strategies for Supporting the Modern Workforce
    Get IT Done: Strategies for Supporting the Modern Workforce Roy Atkinson and Peter Zeinoun Recorded: Jul 24 2018 59 mins
    More than one-third of organizations identify "managing an increased workload with existing staff" as their primary challenge, according to a recent survey of support organizations conducted by HDI. Compounding this challenge is the growing complexity of the modern workforce: traditional workspaces are giving way to a remote workforce and the gig economy. These workers bring with them their own devices for use at work and are conditioned to expect business apps to be as lightweight and frictionless as the apps used in their consumer lives.

    In this webinar, HDI Senior Analyst and Peter Zeinoun will provide essential information for support leaders who must reimagine how to deliver an "awesome" support experience for employees, improving both the productivity of the modern workforce and those who support them.

    In this webinar, we will discuss:

    *How the employee support dynamic is shifting
    *How to create a frictionless employee experience
    *How to use training and professional development to increase productivity, retention, and morale
  • The Rise and Fall of the Empire - ITIL and Digital Transformation
    The Rise and Fall of the Empire - ITIL and Digital Transformation David Smith President Micromation Inc. VeriSM, ITSM, ITIL, Lean, Kaizen, ISO, TCO. Author – Implementing Metrics Recorded: Jul 19 2018 44 mins
    DT is altering the food chain! Is your ecosystem adapting fast enough?

    Listen to real-world examples of how some companies are evolving and transforming at an incredible rate fueled by technologies that didn’t even exist a short while ago.

    No sector or industry is immune or future proofed from what’s about to follow. Traditional big business and institutions are at risk of being displaced, becoming obsolete or made irrelevant.

    The pace of change is accelerating exponentially; are you adapting fast enough?

    What if - there was a new service management model that could help you tap into and leverage your current investments, methods and human capital to adapt more quickly.

    What if - this new service management model was self-organizing, just-in-time, low entry cost, flexible and elastic?

    What if - this new service management model inspired innovation, creativity and outside the box thinking?

    Would it be worth the hearing about it?

    This session is about how to optimize and transform IT Service Management in the digital age.

    In 45 minutes we’ll cover: 
    *How digital transformation is shaking things up
    *How ITSM is evolving to manage services in the digital age.
    *What’s VeriSM all about
    *What’s the new Business/IT ecosystem
    *What’s the new management mesh
    *How does governance enable innovation
    *How to pick up the pace
    *How to learn more
  • ITSM Masterclass: ITIL in a world of digital transformation
    ITSM Masterclass: ITIL in a world of digital transformation Akshay Anand, ITSM Product Ambassador, AXELOS Recorded: Jul 19 2018 33 mins
    What is digital transformation, how are companies going about accomplishing it and what does that mean for ITSM?

    In this session ITSM Product Ambassador, Akshay Anand, discusses the role of ITIL in digital transformation initiatives. Akshay will reveal how you can leverage the ITIL 9 Guiding Principles to achieve success in your digital transformation.

    Join this session to gain actionable insights and learn how you can get involved with upcoming ITIL content which will improve success for digital transformation at your business today.
  • 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 Recorded: Jul 19 2018 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.
  • Re-Inventing IT Service Management with Artificial Intelligence
    Re-Inventing IT Service Management with Artificial Intelligence Rich Graves, Director of Product Management @ ServiceAide Recorded: Jul 18 2018 48 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) Recorded: Jul 18 2018 59 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.
  • The Digital Transformation of ITSM - AI, Automation and NLP
    The Digital Transformation of ITSM - AI, Automation and NLP Doug Tedder, Principal, Tedder Consulting Recorded: Jul 18 2018 49 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).
  • The Software Asset Management Landscape Has Changed: What You Need to Know
    The Software Asset Management Landscape Has Changed: What You Need to Know Carleen Carter, Meghan Lockwood Aug 21 2018 5:00 pm UTC 60 mins
    On Tuesday, August 21st, at 1:00 PM ET, 10:00 AM PT, join Carleen Carter, Acorio's Director of Technical Consultants and Solutions, as she presents The Software Asset Management Landscape is Changing: Here's What You Need to Know.

    - Software Asset Management Best Practices & Strategy
    - Changes with Virtual Machines and Cloud Licenses
    - Lower cost and risk with ServiceNow's Software Asset Management
  • How 3 Organizations Overcame ITSM Technology Hurdles: 3 Real-Life Stories
    How 3 Organizations Overcame ITSM Technology Hurdles: 3 Real-Life Stories TJ Martinez, Univ. of New Mexico; Diane Burton, Seattle Cancer Care Alliance; Nick Kouloungis, Louisville Metro Technology Aug 22 2018 6:30 pm UTC 60 mins
    New technologies have changed our personal and professional lives for the better. But, accommodating the rapid and dramatic business technology changes can be difficult. 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.

    Guest Speakers:
    TJ Martinez, Director of Customer Support Services, University of New Mexico
    Diane Burton, IT Client Services Manager, Seattle Cancer Care Alliance
    Nick Kouloungis, Information Technology Services Manager, Louisville Metro Technology Services
  • Mentoring for Success! A cost efficient and trusted solution
    Mentoring for Success! A cost efficient and trusted solution Kat Turner, Education Portfolio Manager, ITSM Zone Aug 23 2018 3:00 pm UTC 60 mins
    What is mentoring? What’s the difference between coaching and mentoring? Is mentoring relevant to my organization? What are the strategies and benefits?

    Mentoring is a cost efficient and trusted solution to many of the problems surrounding communication and staff development within an organization.

    All new members of staff, regardless of seniority, should have an appointed mentor to assist in the induction process; the need for ongoing support with all aspects of practice is particularly important for success and happiness!

    This session will seek to debunk the confusion and uncertainty that often surrounds a developmental mentoring role, outlining clearly the responsibilities of the mentor and mentee and highlighting what is to be avoided. Coaching techniques and their appropriateness will be investigated, alongside how to apply these in an agile environment, finishing with strategies on how to embed a mentoring scheme and the benefits for individuals, team and organization!
  • 3 Ways to Improve Employee Experience by Expanding Service Management
    3 Ways to Improve Employee Experience by Expanding Service Management Roy Atkinson and Matt Stone Aug 28 2018 5:00 pm UTC 60 mins
    More organizations than ever before are now recognizing the importance of the employee experience. Productivity, talent acquisition and retention, and customer satisfaction are all related to the employee experience, so it makes very good business sense to improve it as much as possible.

    In this webinar, Roy Atkinson and Matt Stone will examine how concentrating on three aspects of employee experience can accelerate business performance.

    In this webinar, we will discuss:
    * Understanding how the employee experience is related to business success
    * Measuring the right things
    * Providing a single platform for service management across the organization

    Who should attend:
    * Service management professionals inside and outside IT
    * Managers and process owners who want to learn more about service management trends
  • 7 Deadly Sins of ITIL Implementations
    7 Deadly Sins of ITIL Implementations Tracy Barnes, STRITCO and Chuck Darst, Cherwell Software Aug 28 2018 6:00 pm UTC 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.


    Guest Speaker:
    Tracy Barnes, STRITCO

    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.
  • The Future of ITSM: Secure IT’s Seat at the Table
    The Future of ITSM: Secure IT’s Seat at the Table Matt Klassen, Cherwell; John Huckle, Business Forward; Ryan Mulvaney, Business Forward Sep 11 2018 5:00 pm UTC 60 mins
    Digital transformation has become a mandate, not just for IT, but across enterprise-wide business processes, including HR, finance, and facilities. The IT organization has a unique opportunity to drive digitization and service transformation throughout the entire organization, overcoming traditional silos with a unified approach.

    Join VP of Product Marketing, Cherwell Software, Matt Klassen, John Huckle, CEO, Business Forward, and Ryan Mulvaney, Principal Consultant, Business Forward as they share how two global brands are leading the charge with digital/service transformation.

    Guest Speakers:
    John Huckle, Founder and CEO, Business Forward
    Ryan Mulvaney, Principal Consultant, Enterprise Service Management Practice, Business Forward
  • Forecasting the Future: Strategies for Long-Term Contact Center Planning
    Forecasting the Future: Strategies for Long-Term Contact Center Planning Justin Robbins, Paul Chance, Erica Marois (Moderator) Sep 12 2018 5:00 pm UTC 60 mins
    With all of the change that’s happened in contact centers over the past 10 years, it may be daunting to think about the years ahead, but it’s a necessary and revealing exercise. Strategic, long-term planning enables organizations to prepare for and anticipate investments in technology, shifts in their workforce, and evolutions in their methods for delivering service. But how far out should a long-term plan go? And what should or shouldn’t be included in the process?

    In this ICMI webinar, you’ll hear from contact center expert Justin Robbins on how long-term planning has changed in recent years, what’s the most effective data for future planning, and ways to leverage the changes in technology and customer expectations to your advantage.

    Attend this webinar to learn about:

    - Designing long-term models for staffing and planning
    - The future of occupancy, service level, and other key WFM metrics
    - Benchmarks and best practices for long-term contact center planning
    - The latest advances in long-term forecasting capabilities
  • What to Expect at #OCR2018
    What to Expect at #OCR2018 Jeff Schweitzer, Asymmetric Solutions Architect, Verizon Sep 12 2018 6:00 pm UTC 30 mins
    In 2017, Verizon hosted Operation Convergent Response (OCR) at the Guardian Centers in Perry, GA as a way of showcasing various core, new, and emerging communications technologies in live action scenarios. The attendee response was positive and seen as very helpful to the support of their core missions. And in response to overwhelming demand, Verizon will return to the Guardian Centers this year, November 5-8, to host Operation Convergent Response 2018 (#OCR2018) - and we want you to join us!

    This webinar will give you an opportunity to:
    •Learn more about the real-world experiences #OCR2018 will demonstrate to federal, state, and local agencies and organizations.

    •Hear directly from Verizon’s experts as they provide deep-dives into the various scenarios and other event activities, including a solutions showcase and conference as well as a variety of immersive learning experiences.

    •Ask additional questions in the Q&A session.

    #OCR2018 will highlight technology from Verizon and its eco-system of innovative companies at our solutions showcase and within the following immersive, real-world scenarios:

    •Active Shooter
    •Earthquake
    •Helicopter Crash
    •Hurricane
    •Interstate Pile-Up
    •Nuclear Detonation
    •Subway Attack

    Please join this webinar to learn more about #OCR2018 and how technology can help address your organization’s complex challenges so you can achieve better outcomes.

    Verizon would love to see you at this year’s event!
  • Verizon Threat Research Advisory Center - 2018 Payment Security Report
    Verizon Threat Research Advisory Center - 2018 Payment Security Report John Grim and David Kennedy, Verizon Enterprise Solutions Sep 19 2018 2:00 pm UTC 90 mins
    Fellow Cybersecurity Practitioner:

    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: 2018 Payment Security Report

    Our Verizon Threat Research Advisory Center presenters will be:

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

    For this month's theme: 'Data Breach Digest Highlights', we'll feature John Grim, Senior Manager, Investigative Response – Americas, who'll highlight the latest in terms of data breaches.

    Specifically, John will discuss the findings in the 2018 Payment Security Report.

    We'll then see what's happening with the IR Pulse and our caseload trends, followed by:

    •Current Intelligence
    •Attacks & Threat Indicators
    •Latest Malware Trends
    •Significant Vulnerabilities
  • 5 Ways to Boost Staff Engagement, Quickly and Affordably
    5 Ways to Boost Staff Engagement, Quickly and Affordably Jeff Toister and Roy Atkinson (moderator) Oct 3 2018 5:00 pm UTC 60 mins
    We all want an engaged service and support organization, yet success eludes us. According to a 2017 Gallup poll, employee engagement is officially stuck in a rut. In this interactive webinar, service expert Jeff Toister will share five practical ways you can quickly boost staff engagement, starting immediately and without spending a small fortune or launching a huge project. Learn about a simple motivation secret that's often overlooked, best practices for staff satisfaction surveying, no-cost engagement strategies you can implement right away, and more!
  • Choose your practice, practice your choice!
    Choose your practice, practice your choice! Simon Dorst, Michelle Major-Goldsmith - Kinetic IT Nov 14 2018 11:00 am UTC 45 mins
    As Stephen Covey said “There are three constants in life... change, choice and principles”

    Recent years have seen an explosion of different service management practices, leaving organizations confused about the best way forward. What is the best approach for building a service management model?

    Michelle Major-Goldsmith and Simon Dorst will discuss the basic background, benefits and pitfalls of common ITSM practices like ITIL, SIAM, Agile and VeriSM. Focus will be on a clear distinction of what each of these practices brings to an organisation and provide some advice on both where to start defining a service management model and how to consider integrating the latest best and enabling practices as they evolve.
  • Future of ITSM: without “IT”, “S” or “TS”?
    Future of ITSM: without “IT”, “S” or “TS”? Mark Smalley, the IT Paradigmologist and DASA Global Ambassador Nov 15 2018 9:00 am UTC 45 mins
    With all this sexy Digital Transformation, Agile and DevOps stuff going on, good old IT Service Management is in a bit of a rut. Somewhere far from the business in the bureaucratic basement, still waging (un)civil IT wars with their archenemies, the evil developers. The IT Paradigmologist explores three escape routes: enterprise-oriented service management, broader but technology-centric IT management, and user-oriented information management. Or staying put and going digital?
  • Why You Need ITIL in your Digital Transformation Strategy
    Why You Need ITIL in your Digital Transformation Strategy John F McDermott, TIL/ITSM DevOps Customer Simulations, HPE Nov 15 2018 11:00 am UTC 45 mins
    ITIL helps you maximize the potential of your digital services and ensures you keep ahead of business demand by giving you a framework of how to adapt your processes, organisation and culture.

    In this session, learn from industry leader John F McDermott of HPE how ITIL can keep you agile, adaptive, and responsive - ensuring you create value and are a pioneering and enabling facilitator of IT and its associated services.
  • Three Movements in Service Management: ITSM in 2019
    Three Movements in Service Management: ITSM in 2019 Dolf van der Haven, Information Security and Quality Manager, Verizon Enterprise Solutions Nov 15 2018 1:00 pm UTC 45 mins
    Join Dolf van der Haven, Information Security and Quality Manager, at Verizon Enterprise Solutions This webcast as he gives an overview of the three main movements in service management that will have an impact in 2019.

    This webinar will cover the new edition of ISO/IEC 20000-1, VeriSM and the new ITIL 4, and will show the merits of each movement, comparing them and demonstrating that whilst not mutually exclusive, each has their own specific merits.