Help Desk and Support

Sind wir Kollegen oder Gegner? Für eine vollendete Tanzdarbietung braucht man eine harmonische Partnerschaft. Jede Unstimmigkeit wird sofort sichtbar und stört den Ablauf. Dasselbe gilt für die Beziehung zwischen DevOps und Serviceerbringung. In diesem Gespräch geht es darum, welche Erwartungen beide Teams idealerweise im Hinblick auf den anderen haben sollten, um Fehler zu vermeiden. Wir betrachten auch, welche Auswirkungen gut eingespielte DevOps- und Serviceerbringungs-Abläufe haben können und wie Sie damit neue Höhen des Erfolges erreichen.

Ein durchschnittlicher US-Konsument ist gleichzeitig mit ungefähr sechs vernetzten Geräten verbunden. Die Geräteinteraktionen steigen zudem exponentiell an und entwickeln sich weiter, daher muss auch der Service immer präsent sein. Auch die Mitarbeiter sind hyper-vernetzt, so dass die Trennlinie zwischen der Arbeit und dem Privatleben verschwimmt. In diesem Gespräch schauen wir, wie ein menschenzentrierter Omnichannel-Ansatz die Serviceerfahrung verbessert.

Ein großer Teil unseres Lebens ist inzwischen digital. Trotzdem müssen unsere Interaktionen über verschiedene Interaktionskanäle einfach, durchgängig und transparent bleiben. Zugleich müssen sie reich an Informationen und zugänglich sein. Dieser Aspekt bildet bereits einen beachtlichen Schwerpunkt, wenn es um den Umgang mit externen Stakeholdern geht. Wie sieht es aber mit den internen Stakeholdern aus? Schaffen wir auch für sie nahtlose Erfahrungen? In unserem Interview erfahren Sie, wie IT-Führer die Technologie nutzen, um konsumentenähnliche Erfahrungen schaffen, um die Erwartungen digital versierter Arbeitskräfte zu erfüllen.

Wir alle möchten gerne wissen, wo wir stehen und ob wir in die richtige Richtung gehen. Man muss verstehen, warum und wie wir etwas brauchen, um die richtigen Entscheidungen zu treffen. Neben anderen Gedanken beleuchtet dieses Gespräch den Kontext von übertrieben optimistischem Denken im Gegensatz zu bekannten Tatsachen sowie das Finden einer Balance, um nicht zu einem Datenjunkie zu werden. Als Teil der Wertschöpfung tragen wir alle eine Verantwortung für Genauigkeit, Transparenz, Glaubwürdigkeit und Sicherheit der Informationen, die wir in das System eingeben und die dabei helfen, datengestützte Entscheidungen zu treffen.

In diesem Interview betrachten wir, welcher Designansatz das Beste der Automatisierung und das Beste der Menschen zusammenbringt und verstärkt. Wir betrachten die Integration von menschlichen und automatisierten Elementen, um die Serviceerfahrung reibungslos zu gestalten. Zugleich soll die KI-Schnittstelle in die Lage versetzt werden, zu lernen und sich im Hinblick auf Geschwindigkeit, Genauigkeit, Konsistenz und Beziehungsinteraktion zu verbessern.

In diesem Gespräch räumen wir mit einigen der Erwartungen an die künstliche Intelligenz (KI) auf. Es wird weiterhin fortlaufend darüber debattiert, in welchem Ausmaß KI die Rolle von Menschen in den IT-Diensten und Operationen beeinflussen kann. Verwechseln wir vielleicht maschinelles Lernen (ML), KI und ihre Reifung? IT-Führer diskutieren über KI, denn die Kunden erwarten Service und Erfahrungen ähnlich wie diejenigen, die Alexa von Amazon, Google Home usw. bieten. Dabei geht es um die Frage: Wie kann die IT Unternehmen dabei unterstützen, wirklichen Nutzen aus der KI zu ziehen?

Die ständig wachsende Bedeutung der Digitaltechnik in Unternehmen schafft neue Funktionen und stellt neue Anforderungen an das Können. Unternehmen, denen es nicht gelingt, eine Belegschaft aufzubauen, die den ständigen Wandel aushält, geraten ins Hintertreffen. In diesem Gespräch gehen wir der Frage auf den Grund, wie man Fähigkeiten für die digitale Ära umformt und Verhaltensweisen ablegt, die nicht mehr zielführend sind.

In dieser Folge beleuchten wir die verschiedenen Art und Weisen in denen IT anderen Abteilungen dabei helfen kann, auf Höchstform zu arbeiten. Business Relationship Management (BRM) hat die Rolle der IT von taktischen Interaktionen zu einem strategischen Verhältnis mit dem Unternehmen gewandelt. Die Balance zwischen der Optimierung von Unternehmenszielen und der Verbesserung der Unternehmenskultur hilft dabei, Silos einzureißen und insgesamt einheitlicher als Unternehmen zu agieren.

In dieser Folge untersuchen wir die bisherige Beziehung die zwischen dem Menschen und der Technologie bestand. Wir zeigen auf, wie Unternehmen ihren Schwerpunkt weg vom funktionellen ITSM hin zum Schaffen von Erfahrungen verlagern müssen - denn es sind Erfahrungen, die die Zukunft des ITs prägen werden.

Delivering a great employee experience is more than a good idea - it’s essential to maximizing productivity to maintain your competitive edge. We’ve seen the benefits ourselves by using our own Enterprise Service Management solutions. The key lies in increasing automation to boost your overall efficiency.

Discover how you can put the same solutions to work in your organization and:

-Use virtual agents to provide consistently great service, freeing up your staff to focus on other priorities.
-Gain full visibility with built-in dashboards and analytics for real-time, actionable information you can use.
-Discover the proven best practices for consolidating inefficient service delivery tools into a single, streamlined cloud workflow.

Are we colleagues or adversaries? An ethereal dance performance requires a harmonious partnership. Any discord becomes visibly evident and breaks the flow. The same relationship holds true for DevOps and Service Delivery. In this session, we explore the expectations both teams should ideally have from each other, to avoid missteps. We also cover the impact a well oiled DevOps and Service Delivery engine could have to reach new heights of value success.

An average US consumer is connected to approximately six networked devices at a time. With device interaction exponentially increasing and evolving, services need to be omnipresent. With hyper-connected employees and blurring work and personal lines across any channel or device, this session explores how a human-centric omnichannel approach improves service delivery experience.

For most of us, our organization already exists. Often, we are the inheritors of the technology and process choices of those that came before us. We are being asked to transform the complex, deeply embedded legacy systems, constrained processes, and dying skillsets into a new high-performing business model. In this session, let's look at how do we go about maximizing the potential of the tools we have to refresh our technology landscape and enable our teams to make the shift to living digital, to inspire new behavior, and to instil a co-creative, resilient culture.

This session looks at what kind of design approach brings together and amplifies the best of automation and the best of humanity. Explore the integration of both the human and automated elements, so the experience is smooth and enables the AI interface to learn and improve on its speed, accuracy, consistency, and relationship interaction.

You’d be hard-pressed to do your office work without a computer. It’s a tool that your office must use, purchase, and maintain. Research from Sharp has uncovered that the average worker wastes at least 21 days each year due to slow or outdated technology. Which is why an entry-level PC workstation with Intel® Xeon®™ processor, ECC Memory, dedicated graphics processing power, etc., such as the HP Z2 SFF is a smart investment that enables new capabilities that can help increase productivity, improve reliability, and limit downtime.

Listen in as we discuss the benefits of purchasing a PC Workstation vs. a traditional desktop PC and how the Z2 SFF is built for high performance and heavy workloads that enables new capabilities that can increase productivity, improve reliability, and limit downtime.

Here's what we'll go over:
• Why is a HP Z2 SFF PC Workstation more reliable than a traditional PC
• Why does HP Z2 SFF PC Workstation offer more performance than a traditional PC
• Why is the HP Z2 SFF the most secure PC workstation in the world

Speakers
- Jonathan Palis, HP Z2 Product Manager
- Joe Marenin, HP Workstation Roadmap Lead

Authentication is frustrating for customers and agents alike. In addition to being time-consuming and ineffective, knowledge-based authentication relies on an alarming amount of agent discretion. These traditional methods are error-prone and uncomfortable for everyone involved. Protecting customers requires more than simply saying “no”; we must also say “yes” at the right time, every time. The costs of getting it wrong even once may be dire, degrading customer trust, creating stressful conflict between agents and customers, or resulting in costly data breaches.

Service providers must get it right every single time, so it’s imperative that agents are equipped with the right tools and information to make authentication decisions. While most authentication solutions are cost-prohibitive to all but the riskiest industries, new technology can optimize cost efficiency by intelligently selecting the lowest-cost authentication method for each call.

In this webinar, we will explore the human costs of authentication failure, including the costs to the customer experience and agent experience. You'll learn why it's more important than ever for agents to have access to real-time, data-driven intelligence to protect your customers and organization.

Key takeaways:
• Authentication is a significant source of friction for both agents and customers, and the costs of failure are high.
• Agents must have the best tools at their disposal to empower good judgment in real-time.
• Combining data-driven fraud detection with real-time authentication intelligence simplifies the customer journey, improves the agent experience, reduces the cost to serve, and mitigates risk.

Simeio Coffee Talks were created to give IAM and IT professionals space to soundboard and troubleshoot problems related to remote work. Join us for 30 minutes to ask us anything about our next topic, IAM for the Lost: Ask Me Anything about Identity and Access Management with Vikram Subramanian of Simeio Solutions and Anne Gorman of Campbell's Soup.

Topic: Cloud Related Security Challenges

Join us—the Verizon Threat Research Advisory Center – for our Monthly Intelligence Briefing (MIB) to discuss cloud related security challenges and the current cybersecurity threat landscape.

Our Verizon Threat Research Advisory Center presenters will cover:
•Responding to incidents in the cloud
•Best practices and logging capabilities
•Server-less computing and progressive web applications

And then we'll turn things over to David Kennedy, Managing Principal, Open Source Intelligence to cover:
•Current Intelligence Overview
•Attacks and Threat Indicators
•Latest Malware Trends
•Significant Vulnerabilities

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

This session looks at what kind of design approach brings together and amplifies the best of automation and the best of humanity. Explore the integration of both the human and automated elements, so the experience is smooth and enables the AI interface to learn and improve on its speed, accuracy, consistency, and relationship interaction.

In this session, let's demystify some of the expectations of Artificial Intelligence (AI). While the ongoing debate on the extent to which AI can impact the role of humans persist, AI is already a part of our lives. IT leaders are having conversations around AI as customers expect service and experience similar to Amazon's Alexa, Google Home, etc. How can IT help businesses unlock real value from AI?

In this session, we look at different ways IT can enable other business functions to perform at their best. Business Relationship Management (BRM) has shifted IT's role from tactical interactions to one of strategic engagement. Finding a delicate balance between optimizing business value and evolving business culture helps break down silos to achieve the organizational purpose.

The expanding role of digital in the enterprise is creating new functions and skill requirements. If we cannot build a workforce that is resilient in the face of constant change, then we will cease to exist. In this session, we look at re-programming skills for the digital era and shed behaviors that are no longer viable

This session explores the relationship between people and technology thus far and how organizations' focus needs to shift from just being able to make IT functional to make it experiential. The experiences these technologies deliver will drive the future of IT.

EXPERIENCE IT, hosted by Freshworks, brings 30+ leading CIOs, industry leaders, and technology visionaries together for an interview series full of insights and learnings. We will be exploring the evolution of user behavior, the significance of designing IT services that interact with humans, and the benefits of delivering world-class experiences.

Since the industry's inception, over 40 years ago, the future of IT service and support has been debated continuously. In all of those years, the futurists never predicted the events of 2020, and they couldn't have fathomed their far-reaching consequences. Only two things are for sure right now: more change is coming, and we don't know what the lasting effects will be. This panel discussion, featuring some of the industry's leading and emerging experts, will be an open forum where attendees can get answers to all of their burning service and support questions.

• What role should IT support play in disaster preparedness and emergency management?
• How will changing economic conditions affect IT support careers, and how can professionals stay ahead?
• How will artificial intelligence, machine learning, and conversational technologies impact IT support, and will humans go extinct?
• Will we recognize IT service and support by this time next year?
• What lessons have we learned from the present crisis, and how can IT support be better prepared in the future?

Led by HDI’s Andrew Gilliam and packed with valuable insights, this panel discussion will break down the near-term and lasting implications of the current crisis, and illuminate the important business benefits that service and support have now and will continue to have in the years to come.