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Help Desk and Support

  • Stop Wasting Their Time! 5 Ways to Ease Customer Frustration
    Stop Wasting Their Time! 5 Ways to Ease Customer Frustration Art Schoeller, Brendan Dykes, Megan Selva (moderator) Recorded: Oct 19 2017 54 mins
    2017 Forrester research revealed that 73% of online consumers cite valuing their time as the most important thing a company can do to provide excellent service. And according to ICMI’s Brad Cleveland, prompt service is one of the top ten customer expectations. The problem? Outdated, disjointed processes and systems still prevent most contact centers from delivering a truly seamless experience, and the result is often low efficiency and high frustration.

    Are you looking for ways to reduce customer frustration? Join us for this complimentary webinar as we share five practical steps you can take to simplify the customer experience and drive ROI for the business.

    In this webinar you will learn:
    * How to train and empower agents to ease the customer experience
    * Why omnichannel service impacts the whole business, not just the contact center
    * How to enable better collaboration between the contact center and other departments
    * How the right technology can enable a better omnichannel experience for both agents and customers

    Join us for an interactive and informative hour, complete with audience Q&A.
  • Agiloft Internal Help Desk - Short Demo
    Agiloft Internal Help Desk - Short Demo Agiloft Recorded: Oct 13 2017 5 mins
    Winner of "Best Overall Value" three years in a row, Agiloft Help Desk is top rated by users and analysts alike. Streamline your operations to close tickets faster, improve consistency, and gain actionable insights. With a customizable end user portal, full workflow engine, dashboard performance metrics, and more. Automate assignments and improve efficiency across your entire organization. Trusted by 3+ million users. Start today and see how Agiloft can work for you.
  • The Service Desk on the Front Lines of Cyber-Resilience
    The Service Desk on the Front Lines of Cyber-Resilience Bob Rice Recorded: Oct 11 2017 61 mins
    Don’t be the next news headline!

    Recent theft of business critical information occurred because a Service Desk provided information to a cyber-crook that allowed access to internal business critical servers. The information stolen could impact national security interests.  Why did that happen?  How could it happen? Expensive technology did not stop this breach. How could the Service Desk have been better prepared?

    Security breaches and the theft of intellectual property and personal and financial information are too common. The service desk is KEY to ensuring the early detection of security events and providing the first-line response. So what role should the service desk play in early identification of security events, and how can the service desk best be prepared to respond?

    Are there best practices to provide guidance to develop robust cyber-protection? This session explores cyber-resilience best practices and the impact the service desk plays in response and cyber-resilience.
  • How to Shift Left with IT Service Management
    How to Shift Left with IT Service Management Jarod Greene, Vice President of Product Marketing - Cherwell Software Recorded: Oct 10 2017 43 mins
    What if a single shift to your ITSM approach could reduce costs, increase user satisfaction, and improve service delivery?

    “Shift left” is that strategy. Join us to hear how this powerful technique for resolving issues as close to the end user as possible enables you to:
    •Start with self-service – then add automation, knowledge mgmt., and even AI
    •Increase productivity by using resources in the best possible way
    •Boost operational efficiency for time and cost savings
    •Measure and analyze your shift-left initiative
    •Improve ROI for both people and technology

    Accelerate ITSM transformation with a new approach.
  • Conversational Technologies - The New Breed of Customer Service Experience
    Conversational Technologies - The New Breed of Customer Service Experience Sheryl Kingstone, Research Director of Business Applications for Inbenta Recorded: Oct 9 2017 4 mins
    We are witnessing a dramatic shift in the balance of power between organizations and their customers. Price and products are no longer enough, customers value experiences. Delivering a differentiated experience is necessity for survival. One of 451 Research’s To 10 customer experience trends is Conversational Experiences. We contend that chatbots hold great potential for transforming how organizations interact with customers and employees, but only if enabling a human-like interaction. Our data shows that 55% of survey respondents prefer self-service tools to avoid calling a customer service agent. This can equate to lower wait times and faster customer service

    This research video details the conversational tools that businesses are using to improve the way they interact with customers and nurture relationships across the customer journey.
  • Managing iOS 11 and macOS High Sierra Upgrades
    Managing iOS 11 and macOS High Sierra Upgrades Nick Thompson, Product Manager, Jamf Recorded: Oct 5 2017 47 mins
    Are you ready for macOS High Sierra, iOS 11 and tvOS 11? These new operating systems are here and chocked full of exciting productivity features that your users can’t wait to get their hands on. To help you empower the masses and seamlessly upgrade all of your devices, Jamf Pro offers same-day support for each new Apple OS and ensures management continuity throughout the process.

    In our webinar, Managing iOS 11 and macOS High Sierra Upgrades, we’ll walk you through the upgrade process, explain best practices to follow and point out “gotchas” you’ll want to avoid.

    You’ll learn:
    •What’s new for IT management in iOS 11 and macOS High Sierra
    •How to leverage inventory data to prepare for upgrades
    •Strategies for best rolling out your OS deployments

    Presenter Info:
    Nick Thompson, Product Manager, Jamf

    Nick Thompson is on the product team at Jamf, an Apple device management solution for IT professionals. Nick is passionate about technology in the enterprise and closely follows the enterprise mobility management industry. He previously worked at Apple helping companies implement Mac and iOS deployments.
  • The Future of Self-Service: Empowering and Educating Customers
    The Future of Self-Service: Empowering and Educating Customers Kelly Doherty, Doug Tedder, Al Hopper, Sam Armstrong and Megan Selva (moderator) Recorded: Oct 4 2017 56 mins
    Customer service has changed a great deal over the last decade. Currently, one of the major trends has us all moving toward self-service—but organizations can’t simply put up an FAQ page and expect everything to fall into place. Sure, it’s supposed to help alleviate contact volume, but the ramifications of self-service on the support center go way beyond that.

    As part of our Customer Service Week festivities, we’ve assembled a panel of experts to discuss the current and future impact and demands of self-service.

    Join us to find out:

    * How to onboard customers to self-service
    - Walk-through guides, documents, videos, step-by-step rep involvement
    * The support team’s role in self-service
    - When to deflect to self-service vs. just solving the issue
    * The downstream impact of self-service, both positive and negative
    - Does it cause more complex questions or do customers begin to educate themselves?
  • ServiceNow Innovation in 2017: The Hype vs. The Reality
    ServiceNow Innovation in 2017: The Hype vs. The Reality Ellen Daley, Nadia Skiscim, Devon Scuteri, R. Winston Place, and Meghan Lockwood Recorded: Oct 3 2017 52 mins
    Join our ServiceNow Experts for a virtual conference on ITSM transformation.

    In 2017, you shouldn't be dealing with chaotic help desks or excel sheets. It's time to learn what you're missing.

    It's not just hype, your peers are using ServiceNow to modernize their IT services. Learn how a best-in-class, cloud platform can rapidly reduce costs, lower risk, improve business agility, and boost IT innovation.
  • Tips on Addressing Security Awareness and Ransomware Protection
    Tips on Addressing Security Awareness and Ransomware Protection Dr. Al Hartmann (Chief Scientist, Ziften), Mike Levin (CEO & Founder, Center for Information Security Awareness) Recorded: Sep 28 2017 51 mins
    Ransomware has gone from “on the radar” to a Code 5 level threat with the rise of “ransomworms” snaking through global networks in hundreds of countries. Your employees are the front line of defense, and IT and security teams are tasked with protection, detection and response. But nobody knows how the next ransomware strain will take shape and teams are rarely, if ever, properly coordinated.

    In this webinar, you will learn:
    • Tips to help end users recognize and avoid ransomware.
    • Tips to help IT / systems administrators minimize vulnerabilities and risks to protect against ransomware.
    • Tips to help security teams detect and respond to ransomware attacks.

    About our presenters:
    Dr. Al Hartmann is the Chief Scientist at Ziften since 2009, focused on data analysis of user and endpoint behavior to drive critical situational awareness of enterprise cyber activity for security and operations management. Prior to co-founding Ziften, Dr. Hartmann was a senior researcher with Symantec's Research Labs and Technology Scouting Group, performing research in system cybersecurity and application quality of service.

    Michael Levin is the founder and CEO of the Center for Information Security Awareness. Prior to founding CFISA, Levin had a distinguished 30-year career in at the United States Department of Homeland Security. Levin served as the Deputy Director of the National Cyber Security Division, as well as the served as the Branch Chief of the U.S. Secret Service Electronic Crimes Task Force program in Washington DC. He was a member of the Secret Service Electronic Crimes Special Agent program and worked around computer forensics and cybercrime investigations for over 15 years.
  • How To: Configuration Management for Macs in the Enterprise
    How To: Configuration Management for Macs in the Enterprise Nick Thompson, Product Manager, Jamf Recorded: Sep 28 2017 29 mins
    Configuring PCs for employees has been a pillar of enterprise IT for years. But, with Mac growing in popularity due to user demand, IT needs a streamlined method to manage Mac as efficiently as PC.
    In our webinar, How To: Configuration Management for Macs in the Enterprise, we’ll explain how organizations can best prepare Macs for employees while aligning with PC security requirements.

    You’ll learn:

    •New ways to deploy Macs
    •What configurations are available for macOS
    •How to meet security standards for Mac

    Presenter Info:
    Nick Thompson is on the product team at Jamf, an Apple device management solution for IT professionals. Nick is passionate about technology in the enterprise and closely follows the enterprise mobility management industry. He previously worked at Apple helping companies implement Mac and iOS deployments.
  • Change Management 101: Precursor to ITIL
    Change Management 101: Precursor to ITIL Britt Layman Recorded: Sep 27 2017 26 mins
    Building a strong foundation is a great way to begin any endeavor - change management is no different. Earlier this year, we covered change management according to ITIL. Now, we take a step back to cover change management from a less technical perspective.

    Join Britt Layman, Customer Success Manager at Samanage, on Wednesday, September 27 at 2pm EST, as he walks you through the process of determining use cases and setting up change management.

    You’ll learn:

    • The basic elements of change management
    • What processes are prime for change management
    • Tactics to effectively involve cross-departmental collaboration for approvals
    • What to do when processes don’t go according to plan
  • How Governments Can Adapt - Making Digital Transformation a Reality
    How Governments Can Adapt - Making Digital Transformation a Reality Keith Dawson - Principal Analyst, 451 Research, Michael Mueller- Director - Solutions Management, CenturyLink Recorded: Sep 27 2017 53 mins
    Can government institutions use modern tools and technologies to become more flexible and responsive to their constituents? What should they be looking at, and how should they adapt to the challenges of data security, privacy, and reliance on legacy systems? Digital transformation is an ambitious project for any organization; government decision-makers are hoping it will provide a path to broader citizen engagement, empowered employees, and new digital infrastructures that will provide better access to data and services.

    In this webinar we will discuss the results of a survey on the challenges and imperatives of digital transformation, including the perspectives of government managers on their technology and operational challenges and expectations.
  • CIS Checklist: How to Secure macOS like a Pro
    CIS Checklist: How to Secure macOS like a Pro Nick Thompson, Product Manager, Jamf Recorded: Sep 21 2017 30 mins
    The Center for Internet Security (CIS), a well-known independent organization, provides a recommended checklist for best securing macOS. Widely considered the standard in the security industry, organizations that adhere to the CIS checklist reduce the risk of vulnerabilities and maximize the protection of their computers and infrastructure. So how do organizations ensure they are implementing the guidelines correctly?

    In our webinar, CIS Checklist: How to Secure macOS like a Pro, we’ll explain how organizations can leverage and put to use the CIS checklist recommendations — in conjunction with Jamf Pro — to meet industry regulations and keep their Mac environment secure.

    We’ll cover:

    •An overview of the CIS checklist and why it’s important
    •Ways to accomplish specific tasks outlined in the security checklist
    •The impact on users when Macs are properly secured
    •Other security standards in the industry and how to meet them

    About the Presenter:

    Nick Thompson is on the product team at Jamf, an Apple device management solution for IT professionals. Nick is passionate about technology in the enterprise and closely follows the enterprise mobility management industry. He previously worked at Apple helping companies implement Mac and iOS deployments.
  • Finding opportunities for ITIL automation
    Finding opportunities for ITIL automation Anthony Orr, ITSM Best Practice Director, ITIL 2011 Author, Samange Recorded: Sep 20 2017 44 mins
    Adopting ITIL in many organization does not always work out as planned. There are organizations that try ITIL and say "ITIL is not for them". I say ITIL is for every organization. No organization has to adopt ITIL in it's entirety. Adoption does not mean apply ITIL concepts or technology and keep doing what you have been doing. Change needs to happen and one of the key elements of change is automation applied to the process areas. In this session, Anthony will explain common challenges and how to automate ITIL for service performance enhancement.
  • Digital Transformation: How Europe will turn disruption into differentiation
    Digital Transformation: How Europe will turn disruption into differentiation Nick Patience 451 Research, Matt Leonard CenturyLink Recorded: Sep 20 2017 59 mins
    Join 451 Research and CenturyLink on the 20th September at 3:00pm UK time, 4:00pm CET, to discuss how enterprises are choosing and deploying digital transformation initiatives for business gain. This webinar will focus on the strategies and actions impacting the European market.

    Organisations of all sizes and in every sector are busy redefining their IT priorities for a digital future, identifying the goals of enhanced customer experience, operational efficiency, business agility and improved risk management as four key pillars for their digital transformation strategies.

    Digital transformation can play out differently depending on a company’s maturity, the vertical sector in which it operates, its employees, its infrastructure, and its ability to innovate. Knowing where to start, and how to maintain momentum is critical.

    Join 451 Research and CenturyLink to learn how European enterprises are making assured first steps, and discover the following:

    - Understand how companies with more progressive digital transformation strategies are prioritising their efforts for competitive differentiation, changing the nature of their business with innovative technologies, and making service provider choices to accelerate results.

    - Gain insights and recommendations from a major survey of the IT priorities of enterprises in Europe.

    - Identify the key shifts in business context that will continue to shape digitisation efforts, and how these need to be reflected in a digital transformation roadmap for IT organisations.
  • Top Tips on Improving Your ITSM Tool RFP Process
    Top Tips on Improving Your ITSM Tool RFP Process Eric Dickmann, VP of Marketing at SunView Software, Jaime Spector Product Marketing Manager SunView Software Recorded: Sep 19 2017 36 mins
    Choosing the right IT service management tool can be tough due to the overcrowded IT market. ITSM vendors provide broad responses to RFP’s, and I & O leaders are struggling to identify the best tools that meet their specific need. These leaders know that a full funnel strategy is required, but have limited insight into the most optimized IT operations to drive business value.

    Join us for this presentation to learn more about:
    -Asking the right questions
    -Ensuring the RFP fits the range of use cases that fit your organization
    -Efficiently perform the MoSCoW Analysis
  • Thinking of SD-WAN? Critical Factors for a Successful Network Transformation
    Thinking of SD-WAN? Critical Factors for a Successful Network Transformation Jim Duffy 451Research, Karim Eljai NTT Recorded: Sep 19 2017 55 mins
    In a rapidly evolving and digitized economy, the adoption of cloud services is accelerating for companies both small and large who want to remain competitive and relevant to their market and clients. Network transformation becomes critical for enterprises to support these cloud initiatives and in this context the emergence of SD-WAN is very timely. If you are considering SD-WAN to access cloud applications and leverage the Internet for your wide area network, this webinar will provide insight into real life SD-WAN deployment considerations. This knowledge will help you fast track your SD-WAN decision-making process and avoid costly mistakes.

    Join this webinar to learn:
    • How connectivity and security need to be a critical consideration of SD-WAN deployment, both at the data center and small branch office level
    • How SD-WAN network analytics can provide you with detailed visibility into the behavior of your network and can help your IT organization better manage workload and performance
    • Why it’s important to select a partner who is flexible and can offer choices from the design, deployment and management of the transformation
    • And more
  • Automation and AI in the Workplace: Are Bots the Future?
    Automation and AI in the Workplace: Are Bots the Future? Marc Stitt, Roy Atkinson (Moderator) Recorded: Sep 19 2017 60 mins
    Automation and artificial intelligence (AI) are on everyone's minds, but they don't completely understand the potential impact in 2017. What’s it really all about? With constant advances in technology leading to increasing possibilities, are organizations ready for these powerful changes? And how will it impact the way they handle IT service and support?

    Based on recent research by Samanage and HDI, this enlightening webinar will take you beyond the sensationalized headlines and paint a realistic, research-based picture of the impact of automation and AI on service management—now and in the near future.

    What you’ll learn:
    * How confident IT professionals are that AI will play an expanding role
    * How C-suite is thinking about process automation
    * What benefits IT departments see in automation
    * Which departments are adopting automation as a way of providing services
    * What technologies organizations are investing in
    * How is automation impacting jobs
  • Assets vs. Configuration Items
    Assets vs. Configuration Items Ken Laufmann Recorded: Sep 19 2017 28 mins
    What is the difference between an Asset and a Configuration Item?
    There is a lot of confusion as to what the difference is between an Asset and a Configuration Item (CI). When should a new object be an asset and when should it be a CI? In a lot of ways, they are alike, but there are some very important differences between them.


    Presented by ServiceAide a provider of Cloud Service Management, a SaaS ITSM solution focused on Managed Service Providers and IT organizations.
  • ServiceNow Roadmap Check: Make the Last 3 Months Count
    ServiceNow Roadmap Check: Make the Last 3 Months Count Marci Parker, Kaushik Nanavati Recorded: Sep 19 2017 56 mins
    Take the time to check your ServiceNow roadmap. We'll help you identify which projects are worth focusing on for the next 3 months, how to maximize your budget and plan ahead for 2018
  • Your CRM Isn't a Silver Bullet: Customer Engagement Strategies That Work
    Your CRM Isn't a Silver Bullet: Customer Engagement Strategies That Work Julie Mohr, Marie Ruzzo, and Erica Marois (moderator) Recorded: Sep 14 2017 60 mins
    With an affinity for smartphones and messaging apps, consumers are changing the way they engage with businesses. Customers are more demanding, highly informed, and communicate with brands on a variety of platforms. As this behavior drives to an increasingly digital experience, businesses are struggling to keep pace.

    Businesses have looked to their CRM platforms to get closer their customers, but customer engagement cannot be achieved through CRM alone. Businesses need a more robust strategy to connect and keep pace with the new era of customer engagement.

    In this webinar, we discuss how to:

    * Create personalized experiences to engage customers on a new level
    * Leverage AI to deliver exceptional customer support
    * Empower agents to support more complex interactions and retain customers
  • Fireside Chat: The Future of Customer Service & AI
    Fireside Chat: The Future of Customer Service & AI Mikhail Naumov, Co-Founder & CSO at DigitalGenius & Shep Hyken, Customer Service & Experience Expert, Shepard Presentations Recorded: Sep 13 2017 39 mins
    Join Shep Hyken, Customer Service & Experience Expert, as he sits down with Mikhail Naumov, Co-Founder of DigitalGenius, to discuss best practices in customer service and how artificial intelligence will change the face of the industry as we know it.

    Tune it to learn about:
    * Core challenges in customer service today
    * Next generation of tools for agent efficiency
    * Chatbots vs Human+AI
    * AI’s contribution to better customer experience

    Host: Mikhail Naumov, Co-Founder & CSO at DigitalGenius

    Mikhail is focused on bringing practical applications of deep learning and artificial intelligence to customer service operations of growing companies and well established enterprises. A frequent speaker on the topics of emerging technology, artificial intelligence & entrepreneurship. He is a leading voice in the Human+AI movement, which focuses on the seamless interaction of human & machine intelligence in business applications and everyday life. Recognized as Forbes’ 30 Under 30 for Enterprise Technology,, Mikhail is passionate about bringing emerging technologies to life, through partnerships with global brands and platforms.

    Guest: Shep Hyken, Customer Service & Experience Expert, Shepard Presentations

    Shep is the chief amazement officer of Shepard Presentations, a The New York Times and The Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. Recognized as one of the leading experts in customer service and experience, Shep works with companies who want to build loyal relations with their customers and employees. He has been published in hundreds of publications and is the author of numerous books including The Amazement Revolution and Amaze Every Customer Every Time.
  • 10 Questions on ServiceNow with Acorio Experts
    10 Questions on ServiceNow with Acorio Experts Jared Romaine, Dale Meyer-Curley, Todd Francisco, Meghan Lockwood Recorded: Sep 7 2017 61 mins
    How Not to Fail at Your ServiceNow Implementation. Get the answers you need to the tough questions about ServiceNow, then actually get started.
  • Empower Every Agent to be Your Best Agent
    Empower Every Agent to be Your Best Agent Justin Robbins, Amy Millard Recorded: Aug 25 2017 59 mins
    Smartphones, tablets, and wearable technology all make life more convenient, but when one thing goes wrong in our “World of Connected Things”, it can be a nightmare for consumers and support teams.

    Today’s customers want easy and immediate solutions to their problems. Contact center managers and agents are under increased pressure to achieve first contact resolution and lower cost per contact, all while lowering handle time and improving customer satisfaction. This can feel overwhelming, but with the right training, processes, and technology it doesn’t have to be so stressful!

    ICMI Senior Analyst Justin Robbins will reveal today’s biggest challenges for multichannel contact center agents, and Amy Millard, VP Marketing, Support.com will share how you can take your support to the next level by optimizing live customer support interactions. Plus, you’ll learn how to simplify and transform both the agent and customer experience.
  • 4 Step Case Study for Justifying Organizational ITIL Adoption
    4 Step Case Study for Justifying Organizational ITIL Adoption Justin Roux, Product Marketing at SunView, Brion Peck Information Systems Group Director Management Science Associates Recorded: Aug 23 2017 18 mins
    Before attempting to adopt ITIL best practices, you have to get buy-in from your executives. How do you do that? Present ROI projections built on sound research! Watch this detailed case study on how to justify and obtain funding for your ITIL project.

    Why watch this webinar:

    -See a 4 step plan for a successful ITIL implementation project
    -Identify ways to gain internal support and convince executives
    -Discover how this customer built and validated ROI projections
  • Making technology projects succeed
    Making technology projects succeed Micah Garside-White & Ken Laufmann Oct 24 2017 4:00 pm UTC 30 mins
    25% of technology projects fail outright, 20-25% don’t show any ROI, and as much as 50% need massive reworking by the time they are finished.
    Join our open forum, and ask questions as we walk you through what it takes to have a successful a Ticketing Solution. Hear tips, tricks and horror stories from the best.
  • CX Transformation: Six Essential Competencies
    CX Transformation: Six Essential Competencies Jamie Coutts, VP Client Relationships; and Noel Roberts, CTO, Aria Solutions Oct 24 2017 5:00 pm UTC 60 mins
    Forrester research shows that CX-driven organizations grow revenue much faster than direct competitors with lower quality CX. What this means is that fixing broken experiences and making some transactional improvements is not enough. Join Noel Roberts (CTO) and Jamie Coutts (VP, Client Relationships) from Aria Solutions as they lead this interactive webinar discussing the six essential competencies businesses must establish and optimize to deliver the right CX time after time.
  • First Impressions are Everything with the Employee Experience
    First Impressions are Everything with the Employee Experience Adam Mason, Tom Sweeney, Meghan Lockwood Oct 24 2017 5:00 pm UTC 60 mins
    Dealing with Employee Onboarding, Tracking, and Provisioning in the Digital Revolution - or Something Better...

    What if you could consumerize the Employee Service experience?

    Making onbaording a breeze for new employees, perhaps even increasing your employee satisfaction score? It's a no brainer right?

    There are a lot of platforms who promise they have the "right recipe" when it comes to HR delivery. Finding out the truth behind a platform can be just as scary as implementing one!

    That's why on Tuesday, October 24th, you should join Adam Mason, VP of Solutions and Innovation, and Tom Sweeney, Bussiness Process Consultant, of Acorio for our October webinar. They'll cover ServiceNow's new product, HR Service Delivery, and help you understand the platform's onboarding experience and what success it can bring to your company's future (and current) employees.

    Find out if your onboarding experience is working.
  • Getting the Most from Big Data: The Benefits of Partnering with a DBaaS Provider
    Getting the Most from Big Data: The Benefits of Partnering with a DBaaS Provider Jim Curtis 451 Research, Steve Croce, Product Manager for ElasticSearch and DBaaS Object Rocket Oct 31 2017 6:00 pm UTC 60 mins
    Clearly, the onslaught of data, particularly big data, continues to cause many organizations to look for new ways in which to store, analyze, and manage that data. Cloud computing from public cloud vendors is often one place in which enterprises turn. Traditionally deployed and managed on-premises, databases are the lifeline of many enterprises. And while the cloud is appealing for a number of reasons, there are still questions on the minds of many organizations in choosing the right cloud partner to manage their database in the cloud.
  • Exploring the CX Dichotomy: Improve the Customer Experience While Reducing Costs
    Exploring the CX Dichotomy: Improve the Customer Experience While Reducing Costs Chris du Toit, Chief Marketing Officer, Jacada Nov 8 2017 6:00 pm UTC 60 mins
    Delivering an outstanding Customer Experience while maintaining or reducing costs is a dichotomy – On the one hand you’re under pressure to improve both self-service and contact center efficiency, and on the other hand you have a mandate to improve the customer experience across a number of metrics such as NPS and more. These goals are seemingly at odds and makes your role as a CX practitioner all the more difficult.

    Join this webinar to explore the CX challenges organizations are facing today and how to most effectively accelerate your CX initiatives. The discussion will cover three primary topic areas that are hot in the industry: (1) How to improve self-service utilizing Visual IVR, Natural Language and chatbots, (2) Techniques for improving contact center efficiency while removing the digital to voice disconnect, and (3) How to optimize your back office processes with Robotic Process Automation.

    This is an interactive session and participants are encouraged to submit questions.
  • Three Ways Mid-Market IT Organizations Can Save Time, Money and Resources
    Three Ways Mid-Market IT Organizations Can Save Time, Money and Resources Jarod Greene, VP of Product Marketing, Cherwell Nov 8 2017 8:00 pm UTC 60 mins
    How can mid-market IT organizations operate more efficiently and keep pace with increasing demands? While technological proficiency and agility are among mid-market companies’ most valuable weapons against bigger competitors, the ability to meet the demands of the business requires an optimal balance of people, process, and technology.

    Save time by implementing out-of-the-box best practices
    Save money by establishing IT self service and automate request fulfillment
    Save resources with a low-maintenance, low-overhead design platform
  • Service Desk Consolidation: Lessons from the Trenches
    Service Desk Consolidation: Lessons from the Trenches Chuck Darst, Senior Product Marketing Manager Nov 9 2017 5:00 pm UTC 60 mins
    According to a recent EMA study, fifty percent of organizations rely on multiple service desk solutions for IT service delivery and support. Disparate service desks can create a myriad of issues including poor governance and control, licensing and staffing inefficiencies, and an inconsistent and confusing customer experience.

    In the webinar, you'll learn how your IT team can transform its approach to service delivery and elevate the end user experience through service desk consolidation. Topics include:

    Issues and risks of maintaining multiple service desks

    Recommendations for a successful service desk consolidation

    and Key capabilities a consolidated service desk must provide

    If you have multiple service desks in your organization and struggling to provide the service quality your organization requires, be sure to attend this webinar.
  • The Service Catalog: Not Just For Breakfast Anymore?
    The Service Catalog: Not Just For Breakfast Anymore? George Spalding, Pink Elephant and Allen Houpt, Advisor, Product, CA Technologies Nov 9 2017 7:00 pm UTC 60 mins
    The answer is Yes and No. The service catalog, once the means for IT to deliver services and assets to business consumers, has become somewhat invisible to those consumers as self-service has become the means to get what they need all in one place. But is IT? IT needs the service catalog more than ever as the number, variety and sources of services and assets has expanded, to a great extent into the virtual. IT must provide services and assets to users faster, cheaper and better than ever. So, while the catalog may be hidden behind a self-service portal, it is still the means for IT to control what services and at what costs services are available and delivered. The “faster” part means that catalog needs to be embraced along with automation to fulfill requests more quickly. Integrations are more critical than ever to ensure user needs are satisfied and SLAs are met by external providers. This webcast will discuss the intertwined relationship between service catalog, process automation and tool integrations that produces increased business value in the new world of better, faster, cheaper IT.
  • Engaging Asset and Configuration Management for the Internet of Things (IoT)
    Engaging Asset and Configuration Management for the Internet of Things (IoT) Anthony Orr, ITSM Best Practice Director, ITIL 2011 Author, Samange Nov 14 2017 4:00 pm UTC 45 mins
    Every service needs support. A key aspect of ITSM/ITIL is service support. IoT, Things need support and can help deliver better services for you organization. The key is understanding the architecture and the platform that is needed in order to take advantage of the synergies between IoT and ITSM/ITIL. In this session, Anthony will explain the next stage of ITSM/ITIL evolution that embraces the Internet of Things.
  • Taking the Service Desk to the Next Level: An Opportunity for IT Pros!
    Taking the Service Desk to the Next Level: An Opportunity for IT Pros! Vincent Geffray, Roy Atkinson (moderator) Nov 14 2017 6:00 pm UTC 60 mins
    As our industry transforms and matures, last century standards for cross-team communication become less and less efficient. And in today’s digital world, the tiniest technical glitch can have huge consequences—requiring swift and flawless communication. Whether it’s a datacenter outage, a cyber-attack, an application failure, or a manmade issue, they’re all critical events which support centers need to identify, categorize, and help coordinate cross-functional teams for timely restoration.

    Today, there’s an area where the role of the service desk continues to become more and more strategic when it comes to communication: Critical event management. So when IT hits the fan, will you be prepared to manage critical events? Are you using the right tools? Are you meeting your SLAs and complying with regulations?

    In this conversational webinar, HDI’s Roy Atkinson and Everbridge’s Vincent Geffray explore the challenges faced by modern team structures when it comes to interrupted or complex coordination during unexpected IT downtime events.

    What you’ll learn:
    * The challenges around communication, collaboration, and coordination
    * Why not all incidents are equally important
    * Why the “one size fits all” support model no longer works
    * Solutions, ideas, and takeaways for critical event management

    Who should attend:
    * Support center managers and directors responsible for communications
    * Telecom administrators looking for solutions for rapid communications
    * Service management professionals responsible for business continuity and/or disaster recovery
    * Incident managers
    * Any organization contemplating the adoption of a #DevOps culture
    * IT executives concerned about quality of IT services, response team performance, MTTR
    * Performance managers and auditors
  • ITSM Expert Roundtable - Adapt or Perish: The Future of ITSM
    ITSM Expert Roundtable - Adapt or Perish: The Future of ITSM Roy Atkinson, Senior Analyst, HDI; Dennis Drogseth, VP, EMA; Jarod Greene, VP of Service Management Strategy, Cherwell Nov 15 2017 5:00 pm UTC 60 mins
    What's next in the world of IT service management? With a constantly evolving technology landscape and emerging business needs, there's much for ITSM practitioners to consider as they plan for the future. Join this panel of ITSM experts, and learn how the rise of artificial intelligence, along with a rapidly changing workforce demographic, will change IT service delivery as we know it. You’ll come away with a solid understanding of how the service desk needs to evolve, the opportunities and challenges AI presents, and practical steps for your IT team to take NOW in order to lay the groundwork for future success.
  • CSO Lessons Learned:Cybersecurity Risk on the Road to Digital Transformation
    CSO Lessons Learned:Cybersecurity Risk on the Road to Digital Transformation Aaron Sherrill Senior Analyst 451 Research, Dave Mahon CSO CenturyLink Nov 15 2017 7:00 pm UTC 60 mins
    Organizations on the journey to digital transformation are encountering new challenges with managing risk. Not only are complex digital transformation initiatives making it difficult for organizations to fully grasp their entire risk profile but digital transformation is also resulting in new types of risk for the company. Organizations with strong risk aversion are in danger of preventing or stifling innovation and change. How can organizations manage risk and create a strategy that empowers digital transformation? What have organizations learned on the road to digital transformation that can help others early on in the journey?
  • ITSM as a Self-Service
    ITSM as a Self-Service William R. Harrison, Managing Director / ITSM SME, WRH ZSERVICES, LLC Nov 16 2017 4:00 pm UTC 60 mins
    IT Service Management

    Utilizing automation toolset features to maximize Self-service commitment --- driven through customer facing process standards that is intended to:

    1- Ensure client / customer engagement, and;
    2- Create ease of management, for the IT business, for those who are consuming the support & services of your organization.
  • Engage End Users in ITSM  Initiatives to Create Raving Fans
    Engage End Users in ITSM Initiatives to Create Raving Fans Pam Erskine, Principal Consultant & IT Transformation Strategist Nov 16 2017 6:00 pm UTC 45 mins
    Every end user in your company plays a part in successfully helping IT adopt new best practices such as ITIL, SIAM, DevOps, etc. They use the new functionality that it delivered. They experience the delay in resolving a problem. They use a workaround when the IT service isn’t available. The end users are the ultimate beneficiaries of your services. Ignore them when you are implementing best practices and you’ll diminish the value of your initiative. Embrace them and you will improve customer satisfaction and your return on investment. In this session, we’ll explore how you can engage your end users to achieve a stronger result and create raving fans!
  • How Artificial Intelligence Will Transform ITSM Forever
    How Artificial Intelligence Will Transform ITSM Forever Jarod Greene, VP of Product Marketing, Cherwell Nov 16 2017 6:00 pm UTC 60 mins
    Artificial Intelligence is the hottest topic in IT, which means by default, it must enter the realm of IT Service Management.

    The promise of Artificial Intelligence (AI) in Service Management is no longer the stuff of science fiction. Natural Language Processing will change the way IT organizations handle incidents, changes and requests. Machine Learning will take knowledge management to a new level. Virtual Support Agents will support you and your end users. But none of these realities come to fruition without the foundation you can build today.

    Join us to hear about

    * The promise of AI for the service desk and the workforce
    * Prerequisites for successfully embracing AI
    * Practical steps you can take now to lay a strong foundation

    Fast Forward to the Future of AI-Enabled ITSM.
  • The Emerging ITSM Technologies Behind Intelligent Self-Service
    The Emerging ITSM Technologies Behind Intelligent Self-Service Dr. Lawrence Hall, Professor of Computer Science and Engineering, University of South Florida Nov 16 2017 7:00 pm UTC 45 mins
    This webinar will take a deep dive behind some of the most prevalent emerging technology behind self-service. Items like machine learning, deep learning, natural language processing, chatbots, data mining, predictive analytics, etc. will be explored by the distinguished Dr. Lawrence Hall of the Computer Science and Engineering Department at the University of South Florida. We will also take a close look at some of these technologies as they apply to IT Service Management through real-world use cases.

    Presenters:
    -Dr. Lawrence Hall, Professor of Computer Science and Engineering, University of South Florida
    -Jaime Spector, Product Marketing Manager, SunView Software
  • Understanding Digital Transformation
    Understanding Digital Transformation Tim Gogal, Director US East Digital Engagement, Avaya Nov 29 2017 6:00 pm UTC 60 mins
    As customer service professionals, we sit in the midst of the most important paradigm shift within the industry today – the Digital Transformation. This shift has brought more focus on and relevance of the business potential of contact centers than ever before. In this session, we’ll take a look at why Digital Transformation matters, what it means, and how organizations are successfully redefining their contact centers for extended reach and impact. No longer can we hide behind old technological limitations that may have prevented responsive, personal interactions. Today customers are demanding great experiences and are driving change. Either we give them the TLC they are looking for…. or our competitors do it for us.
  • Building Your Digital Contact Center Strategy in the Age of the Customer
    Building Your Digital Contact Center Strategy in the Age of the Customer Justin Robbins (moderator) Dec 7 2017 6:00 pm UTC 60 mins
    In this webinar, Justin Robbins will share recent research on the state of technology in contact centers, review key principles for migrating from the analog to digital contact center environment, and provide tips and advice on preparing your agents to thrive in this new environment. You’ll also hear from contact centers that have successfully made the transition—they’ll share how they did it, and they’ll share the lessons they learned along the way.

    Who should attend:
    * Contact/call center directors, managers, and supervisors

    What you will learn:
    * How to communicate the digital contact center’s value to your agents – including their role in customer service excellence
    * How to prepare agents to interact across multiple customer contact channels
    * How to make your transition a success, based on real examples and best practices from leading contact centers
  • Driving Contact Center Change: Chatbots, OmniChannel, Cloud
    Driving Contact Center Change: Chatbots, OmniChannel, Cloud Frank Tersigni, Chief Customer Officer, Altivon Dec 12 2017 6:00 pm UTC 60 mins
    Join us for a deep dive into 3 top trends in the contact center. Each trend will be explored on its own and then brought together at the end in a picture of what is actually happening in contact centers today.

    Chatbots seem synonymous with artificial intelligence and are certainly sparking the imagination. We will explore the reach of AI in the contact center, both obvious and subtle.

    OmniChannel success is in the eye of the beholder. From a customer experience perspective, it requires more than channel choices. Learn about the implications for your center.

    Cloud is the favorite child today, but does it make sense for your organization? Learn some of the questions you need to ask to determine your best deployment strategy (cloud, premise, hybrid).
  • Replace Email, Advance Your Organization
    Replace Email, Advance Your Organization Kyle Shepard Dec 12 2017 7:00 pm UTC 45 mins
    Using email and spreadsheets to manage your help desk is a recipe for mistakes and inefficiency. Can you prioritize CEO requests? Do you know how many password reset requests you receive per month? What is the average time each ticket it open?

    If you’re using email, or even have an outdated on-prem solution, we doubt you can answer yes to all of those questions.

    Join Kyle Shepard, Manager of Customer Success at Samanage, on Wednesday, October 11, at 2p.m. EST, as he discusses:

    • The downfalls of using email
    • How to quickly create workflows to manage requests
    • Reporting available with a modern solution
    • How centralized ticketing moves the organization forward
  • Proactive ITSM: Panacea or Possibility?
    Proactive ITSM: Panacea or Possibility? George Spalding, Pink Elephant and Allen Houpt, Advisor, Product, CA Technologies Jan 10 2018 7:00 pm UTC 60 mins
    Seems like there’s a lot of talk and no action when it comes to organizations implementing “proactive ITSM”. With “agile this” and “agile that” pervading IT organizations, one would think “proactive” would be embraced as by definition it provides what’s needed before it’s needed. Well, proactive ITSM isn’t as farfetched as you might think. This webcast explores how infrastructure monitoring, process automation and technology integrations can play a huge role in enabling ITSM to become truly proactive. The result is more time for IT to focus on things that really matter to the business other than just keeping the lights on or resolving problems.