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  • When ITSM Met Security (A Modern 'When Harry Met Sally')
    When ITSM Met Security (A Modern 'When Harry Met Sally')
    Finn Jensen, CEO of FastPassCorp, Recorded: Jan 16 2020 49 mins
    IT Security and Resiliency will be at the core of service desks leading into 2020.

    That puts advanced security solutions and risk management at the top of the list, as ITSM leaders prioritize their resources and build multi-faceted strategies to protect company data and reputations from potential threats as criminals increasingly try to exploit the service desk especially through the password reset process.
    This webinar will discuss what the present threat landscape looks like, what tactics are being utilized, and how to best position yourself to protect against these very real threats.
    Key takeaways-
    • Why social engineering has become the top security risk for the service desk
    • Create a secure and formal process for authentication of users who call in for a password reset
    • Where service desks should be prioritizing resources to prevent data breaches now!
  • A Masterclass in AI-Enabled Support Transformation
    A Masterclass in AI-Enabled Support Transformation
    Jessica Ruvalcaba, Relativity, and Judith Platz, TSIA Recorded: Jan 16 2020 44 mins
    Customers expect effortless, individualized interactions—on websites, in apps, and on the phone—and the companies who manage to leverage AI to meet these expectations are reaping business benefits and gaining competitive ground.

    In this 45-minute masterclass on support transformation, learn the steps that Relativity, a leading e-discovery software provider, took to create a more effortless service experience that has increased customer self-service success, reduced case resolution time by 33%, and empowered agents to do more meaningful work.

    Join Relativity senior manager of operations Jessica Ruvalcaba and TSIA vice president of Support Services Research, Judith Platz, to learn how you can:

    - Use AI to harvest data and customer intent, and stitch together experiences that are effortless and relevant for customers.
    - Create a culture and practice of knowledge sharing that will improve the customer and employee experience.
    - Get meaningful analytics to measure and continuously improve the customer experience.
  • Delight your DevOps teams by accelerating change
    Delight your DevOps teams by accelerating change
    Eric Ledyard, Sr. Technical Product Marketing Manager at ServiceNow, and Tameem Hourani, Principal at RapDev Recorded: Jan 16 2020 56 mins
    Change has always been a constant. But the pace of change is accelerating dramatically. For today’s DevOps teams, the challenge is to deliver innovation at the pace the enterprise needs without compromising quality and reliability.

    Join ServiceNow expert, Eric Ledyard, Sr. Technical Product Marketing Manager, and ServiceNow Partner, Tameem Hourani, from RapDev as they discuss how DevOps teams can reduce the internal friction that slows effective change management.

    Attendees will:
    - Learn how to tap into information already in their systems for the insight they need to speed up change while maintaining control, transparency, and integrity.
    - Learn more about the evolving best practices for speeding up change while meeting service and quality expectations.
    - Find out how development teams can collaborate more effectively with IT Operations to deliver quality solutions that adhere to enterprise policy and standards.
    - Get more information on the ServiceNow solutions available to address the challenge of accelerating change while ensuring discipline and transparency.
  • Verizon Threat Research Advisory Center Monthly Intelligence Briefing (MIB)
    Verizon Threat Research Advisory Center Monthly Intelligence Briefing (MIB)
    Dave Kennedy, Managing Principal, Open Source Intelligence Recorded: Jan 15 2020 78 mins
    Join us—the Verizon Threat Research Advisory Center – for our Monthly Intelligence Briefing (MIB) to discuss the current cybersecurity threat landscape.

    This webinar will 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
  • Satisfy both efficiency and security with 2FA
    Satisfy both efficiency and security with 2FA
    Sharada Murthy Recorded: Jan 14 2020 33 mins
    Join our product expert in this session to learn how to boost your organization’s security with an additional layer of authentication.

    In this webinar, you'll learn how to:
    - Strengthen passwords with a granular password policy.
    - Enable two-factor authentication for both local and remote desktop
    logons.
    - Enforce granular 2FA based on OUs and groups in the Active Directory.
  • Scripting 101 for Apple Admins
    Scripting 101 for Apple Admins
    Bill Smith, Senior Professional Services Engineer – Jamf Recorded: Jan 14 2020 59 mins
    On the surface, scripting appears to involve a lot of mysterious incantations requiring a PhD in Computer Science and a genius IQ. But even knowing just a handful of commands can take your effectiveness as an Apple administrator through the roof.

    In our webinar, Scripting 101 for Apple Admins, we’ll show you how to utilize scripts to accomplish some amazing results. You’ll learn how to:

    • Create one-liners for simple ongoing maintenance

    • Expand the Jamf Pro database to collect more inventory items using Extension Attributes 

    • Run dialogs that interact with end users and adjust system settings 

    • Make scripts report back for troubleshooting

    You don't have to be an Apple genius to know how to script, but scripting can sure make you feel like one. Join us to see for yourself. Register today!
  • Getting Started with Conversational Artificial Intelligence
    Getting Started with Conversational Artificial Intelligence
    Artificial Solutions: Chris Tew, VP APAC & Alexander Hoffmann, Presales Engineer Recorded: Jan 14 2020 45 mins
    What's Conversational AI and how can it transform my business? How do I get started?

    Conversational AI is changing the way people interact with technology. From speech enabled interfaces, through to intelligent virtual assistants and chatbots, it’s becoming increasingly apparent that customers are looking for a more humanlike, natural experience. But creating this type of experience requires more than just simple slot-filling chatbot technology, where users are expected to speak or text in formulaic, rigidly structured commands. Customers want to converse using their own words, phrases and terminology, and expect an intelligent response.

    From answering a simple billing query or booking a reservation, to delivering advice on complex topics, an intelligent conversational interface lets your customer ask for exactly what they want to know.

    Join Chris Tew, VP Sales Asia Pacific for Artificial Solutions as he discusses how companies can get started on their digital transformation and conversational AI journey today. Then, Alexander Hoffmann, Presales Engineer for Artificial Solutions will live demo a Teneo built solution.
  • Master the Art of Zero-Touch Deployments
    Master the Art of Zero-Touch Deployments
    Jim Grandbois, Solutions Architect, Jamf Recorded: Jan 9 2020 23 mins
    With imaging taking a back seat to the new era of zero-touch deployment, IT can now successfully deploy Mac, iPad and iPhone to users directly without ever having to open the box. Apple’s deployment programs enable zero-touch deployment by automating enrollment and configuration from a central location — eliminating the need to ever physically touch the device.

    In our webinar, Master the Art of Zero-Touch Deployments, we will demystify Apple’s deployment programs and walk through what it takes to implement these programs in your organization.

    We’ll cover:
    •An overview of Apple’s deployment programs
    •The benefits of zero-touch deployment
    •How to accomplish zero-touch deployment for macOS and iOS
  • Using ITIL Best Practices in SolarWinds Service Desk
    Using ITIL Best Practices in SolarWinds Service Desk
    Sean Sebring, Solutions Engineer, SolarWinds ITSM Recorded: Jan 8 2020 34 mins
    Building a service delivery strategy around ITIL® best practices is a great start, but your ITSM tool needs to support that strategy. Even a certified ITIL Master is beholden to the capability of the solution in place.

    Join Sean Sebring (ITIL 4), a Solutions Engineer at SolarWinds, as he demonstrates ITIL best practices in SolarWinds® Service Desk. This is not a certification course; rather a practical application of ITIL concepts in a cloud-based ITSM solution, including:

    -Maximizing avenues for self-service and case deflection
    -Differentiating incidents from service requests
    -The relationship between incident, problem, change, and release practices
    -Creating and managing service level agreements (SLAs)
    -How a CMDB connects practices and builds historical data

    Who Should Attend:

    -CIOs
    -IT Leaders
    -Service Desk Technicians
  • ServiceNow Virtual Agent: Great Experiences, Impressive Scale, Lower Costs
    ServiceNow Virtual Agent: Great Experiences, Impressive Scale, Lower Costs
    ServiceNow ITSM Team - Archana Penukonda and Darius Koohmarey Recorded: Jan 8 2020 58 mins
    Employees can ask a lot of routine questions. But you don’t always have the personnel to get them quick answers. That’s where a Virtual Agent can help. It simulates human conversation to answer those everyday questions employees have — 24x7. Employees get a great experience, and you get lower costs and impressive scalability.

    Join us for a webinar on how ServiceNow Virtual Agent can help you do more with less for better employee experiences. We’ll cover everything from a front-end demo of how it all works to a discussion of the back-end components that make it all happen.

    Attend this webinar to:

    - Get an overview of the ServiceNow Virtual Agent solution.
    - See firsthand how the Virtual Agent can serve your organization across chat channels.
    - Learn how to create and customize your own Virtual Agent conversation.
  • 5 Apple Security Misconceptions
    5 Apple Security Misconceptions
    Kat Garbis, Solutions Architect – Jamf Recorded: Jan 7 2020 32 mins
    Despite Apple’s growing market share in the enterprise, there are still misconceptions and concerns surrounding Apple hardware and device security compared to other platforms.

    In this webinar, 5 Apple Security Misconceptions, we examine areas where misinformation lingers and empower IT administrators and their organizations with the facts regarding Mac, iPad, iPhone and Apple TV device security.
    Five misconceptions we’ll cover:

    1.Deploying and securing devices is the same across all platforms
    2.Additional encryption tools are required for Apple
    3.Apple IDs are cumbersome and difficult to use
    4.Apple's native security features are not enough
    5.Binding Mac devices to a network is a must
  • Personalized Customer Experiences
    Personalized Customer Experiences
    Kustomer Recorded: Jan 6 2020 1 min
    Do consumers anticipate a personalized customer service experience? We asked New Yorkers to weigh in with their expectations.
  • Master the Art of Zero-Touch Deployments
    Master the Art of Zero-Touch Deployments
    Jim Grandbois Recorded: Dec 19 2019 25 mins
    In the era of zero-touch deployment, IT can now successfully deploy Mac, iPad and iPhone to users directly without ever having to open the box. Apple’s deployment programs enable this by automating enrollment and configuration from a central location — eliminating the need to ever physically touch the device.

    In this webinar, Master the Art of Zero-Touch Deployments, we will demystify Apple’s deployment programs and walk through what it takes to implement these programs in your organization.

    We’ll cover:
    - An overview of Apple’s deployment programs
    - The benefits of zero-touch deployment
    - The new role of Federated Apple IDs
    - How to accomplish zero-touch deployment for macOS and iOS
  • Best and Worst Customer Service Experiences
    Best and Worst Customer Service Experiences
    Kustomer Recorded: Dec 19 2019 1 min
    We asked New Yorkers to describe their best and worst customer service interactions. Here’s what they shared with us.
  • Why CIOs Must Rethink Their Enterprise Incident Response Now
    Why CIOs Must Rethink Their Enterprise Incident Response Now
    Guest Speakers: Will McKeon-White, Researcher and Charles Betz, Principal Analyst at Forrester Recorded: Dec 19 2019 59 mins
    Today, most IT organizations follow an internal procedure when responding to critical incidents, which is usually prescriptive, manual, or tribal-knowledge-based. These types of procedures can lead organizations to consistently miss their service-level agreements (SLAs).

    There are many causes for service disruption:

    *Data Center Management: Power outages, AC break down, flooding, weather-related destructions
    *IT failures
    *Network outages
    *Application latency, outages
    *3rd party vendor failure (app & infra hosting)
    *Regression, change
    *Cyber-attacks (malware, ransomware, DDoS)

    With the proliferation of IT incidents, it is time for senior IT executives to shake things up and decide that it makes more business sense to invest incident response improvement than it does to continue funding the status quo.
  • How to Improve Service Delivery with SolarWinds Service Desk
    How to Improve Service Delivery with SolarWinds Service Desk
    Nate Riley, Strategic Account Executive, SolarWinds ITSM Recorded: Dec 18 2019 34 mins
    SolarWinds Service Desk is a cloud-based, multi-tenant solution for both IT service management (ITSM) and IT asset management (ITAM). Complete with ITIL functionality for incident, problem, change, and release management, Service Desk pairs a customizable service portal experience with a powerful backend for service delivery.

    In this demo, you’ll see how SolarWinds Service Desk makes it easy to:

    - Streamline incident, problem, change, and release practices
    - Simplify resolution of employee requests using AI and automation
    - Speed service delivery with time-saving workflows and ticket routing rules
    - Adopt ITIL best practices with robust technology asset data and asset management capabilities
    - Enable employees with a self-service portal and service catalog of request forms
  • Verizon Threat Research Advisory Center Monthly Intelligence Briefing (MIB)
    Verizon Threat Research Advisory Center Monthly Intelligence Briefing (MIB)
    Eric K. Gentry, Principal Consultant, PS Advisory Services Recorded: Dec 18 2019 83 mins
    Join us—the Verizon Threat Research Advisory Center – for our Monthly Intelligence Briefing (MIB) to discuss the current cybersecurity threat landscape.

    Our Verizon Threat Research Advisory Center presenters will be:

    •Eric K. Gentry, Principal Consultant, PS Advisory Services
    •David Kennedy, Managing Principal, Open Source Intelligence

    This webinar will cover:
    - Review 2019's biggest challenges (investigations and threat intelligence)
    - Top 3 things you need to do to prepare for 2020 threats
    - Lessons learned in 2019

    And then we'll turn the program over to David Kennedy to cover:

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

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

    Then tune in for an information-packed session brought to you by our very own Verizon Threat Research Advisory Center investigators, analysts, assessors, and researchers!
  • Why IT Strategy is Dead
    Why IT Strategy is Dead
    Andy Jordan, President, Roffensian Consulting, and Scott Wallace, Sr. Product Manager, ServiceNow Recorded: Dec 17 2019 58 mins
    Standalone IT strategy is going the way of the dinosaur — but IT’s role in business success has never been more vital. That’s because IT strategy is now business strategy. Businesses can’t achieve digital transformation without the leadership and input of IT. But IT leaders need to step up to the plate to guide this evolution and drive the innovation that businesses need to survive.

    Join us for a discussion of how IT is playing a critical role in the development and execution of business strategy — including a demo to see how ServiceNow IT Business Management can help you align business and IT priorities. You’ll learn:

    ● How the role of IT in defining business strategy is evolving, with an increased focus on ROI, innovation, and operational efficiency.
    ● The importance of adaptive planning and the role IT leaders must now play in driving change.
    ● Insight into how IT leaders can become more active participants in the critical decisions on the future of the business.
    ● More about the role of ServiceNow IT Business Management in helping IT leaders become effective architects of business strategy.
  • How A Financial Services Company Improved Operational Efficiency With AIOps
    How A Financial Services Company Improved Operational Efficiency With AIOps
    Moogsoft Recorded: Dec 17 2019 60 mins
    To improve its customers’ overall experience, KeyBank embraced digital services and the cloud, but this led to increased IT environment complexity and customer service expectations. KeyBank’s legacy rules-based solutions for event correlation couldn’t provide the required visibility and control to resolve issues quickly and maintain its service level agreements (SLAs).

    KeyBank deployed Moogsoft AIOps, a collaborative platform available in AWS Marketplace. With 50+ AI algorithms, the solution helped KeyBank’s IT and DevOps teams to streamline incident resolution, prevent outages, and deliver continuous service assurance. Today, KeyBank can detect and resolve critical issues quickly and continuously—before the customer experience is impacted.

    Watch to learn how to:

    -Increase agility, automation, and collaboration in your DevOps processes
    -Transform ITOps with AIOps—a combination of AI and machine learning
    -Accelerate mean-time-to resolution (MTTR) and improve service assurance
    -Use Moogsoft AIOps with Amazon CloudWatch to collect event and alarm data
  • Customer Expectations During Holiday Season
    Customer Expectations During Holiday Season
    Kustomer Recorded: Dec 17 2019
    We went out on the streets of New York City to ask the everyday consumer what they expect from a brand’s customer service during the holiday season. Take a look at their response.
  • The best way to automate your IT service management experiences
    The best way to automate your IT service management experiences
    Pierre-André Aeschlimann, Solution / Sales Strategist & Evangelist, Cherwell Software Recorded: Dec 16 2019 30 mins
    From the first Unix script 50 years ago, to today's AI-assisted robotic process automation (RPA), the choices for automation in ITSM are numerous.

    Join this session to hear Pierre-André Aeschlimann consider the strategic and technological opportunities of automation, and how it can help you support your employee or customer service experiences.
  • ServiceNow Predictions for 2020
    ServiceNow Predictions for 2020
    Ellen Daley, Adam Mason, Grant Pulver, Greg Mest, Anna Farrell, Sarah Carley Recorded: Dec 12 2019 62 mins
    Join Acorio for our 4th annual ServiceNow Predictions webinar. This year, our ServiceNow experts will share their thoughts on what to expect from ServiceNow in 2020.

    From acquisitions to customer experience, big data, and citizen development, this webinar will dive into the best trends to come in 2020. Be prepared for tomorrow, register today.
  • How to integrate DevOps and ITIL
    How to integrate DevOps and ITIL
    Troy DuMoulin, VP of R&D at Pink Elephant and Gerald Beaulieu, Director of Product Marketing at ServiceNow Recorded: Dec 12 2019 60 mins
    Both DevOps and ITIL 4 have a lot to say about deploying and releasing effectively and efficiently into production without impacting availability. However, for many these two disciplines seem to be at odds or at least very complicated and challenging to describe how they work together. 

    In this practical webinar, Troy DuMoulin, VP R&D at Pink Elephant and Gerald Beaulieu, Director of Product Marketing at ServiceNow will provide a clear picture of how these two set of practices are integrated and co-dependent.

    We’ll cover:

    - ITIL Release and Deployment integrated with Agile Project Planning
    - How to scale change authorization without risk
    - The role of Service Validation & Testing and Automated Testing
    - The CMDB, Asset Management and DevOps environment Configuration
  • ITSM in 2020: Experts' Predictions and Forecasts
    ITSM in 2020: Experts' Predictions and Forecasts
    Claire Agutter - Director, Scopism; Roy Atkinson - Senior Analyst, UBM; Doug Tedder - Founder, Tedder Consulting Recorded: Dec 12 2019 52 mins
    Join a stellar line-up of ITSM experts as they predict what will impact ITSM in 2020.
  • Improving Your Agent Experience, One Step at a Time
    Improving Your Agent Experience, One Step at a Time
    Chris Hanna (Evolving Management); Gayathri "G3" Krishnamurthy (NICE inContact); Roy Atkinson (moderator) Recorded: Dec 11 2019 60 mins
    Recent research on the state of agent experience and engagement in today’s contact centers revealed how and why agent experience (AX) is foundational for good customer experience (CX), and how organizations are measuring AX. Based on this and earlier research on the topic, ICMI has developed a maturity model for AX.

    In this webinar, we’ll explore the maturity model, as well as the underlying research, and explain how organizations can improve AX one step at a time, netting better results for the organizations and for their customers.

    Attendees will learn:
    - How to approach the challenge of motivating agents over the long haul
    - How to establish a framework for AX maturity
    - The five stages of AX maturity
    - How to improve the agent experience, one step at a time
  • Lessons from 2019 Peak Season: How Retailers Handled the Seasonal Rush
    Lessons from 2019 Peak Season: How Retailers Handled the Seasonal Rush
    Andrea Paul (Content Marketing Manager, Kustomer) Jan 21 2020 4:00 pm UTC 45 mins
    The Cyber 5 period—Thanksgiving through Cyber Monday—brings in record shoppers and sales for many retailers. But it can also bring a big lump of coal: increased customer inquiries, shipment delays and website issues.

    Join Andrea Paul, Content Marketing Manager at Kustomer, as we explore key retail insights from the 2019 Peak Season, and explore how retailers should prepare for upcoming seasonal rushes. During this webinar you will learn:

    -How shoppers behaved during the 2019 peak season
    -Issues that retailers ran into during the Cyber 5 period
    -Why a scalable customer service strategy leads to a profitable holiday season
    -How brands can prepare for seasonal spikes in customer service inquiries
  • Foresight Is 2020: Trends in Technical Support and Service Management
    Foresight Is 2020: Trends in Technical Support and Service Management
    Roy Atkinson (HDI) Jan 21 2020 6:00 pm UTC 60 mins
    The 2010s were a decade of rapid-fire evolution in IT, technical support, and service management: from mobile devices to remote support, knowledge management to enterprise service management and ITIL4, countless technologies, processes, frameworks, and methodologies emerged to change the way IT gets done. It was an exciting, sometimes exhausting, decade…but what do the 2020s have in store for technical support and service management?

    Based on HDI’s industry-leading research and insights gained from our community, this webinar will highlight the trends we see on the horizon for technical support and service management as we roar into the 2020s:
    • What’s happening with staffing and training?
    • Which technologies are on the rise? Why?
    • What shifts are taking place with regard to frameworks and methodologies (ITIL4, Agile, etc.)?
    • What big initiatives should you be paying attention to?
  • AIOps best practices: Start with service-aware event management
    AIOps best practices: Start with service-aware event management
    John Shores, Director, IT Operations at H&R Block, and Usman Sindhu, Product Marketing Manager at ServiceNow Jan 21 2020 7:00 pm UTC 56 mins
    Digital business services need to run on modern infrastructure. For your IT Operations, it’s crucial to keep these services performing as well as have the ability to resolve disruptions quickly and efficiently. A necessary phase of your AIOps journey incorporates service-aware event management that extracts data from your infrastructure in order to understand business service performance.

    Join this webinar as H&R Block shares insights into the four critical steps of this first phase:

    - Step 1: Organize data from your event monitoring sources to understand service degradation
    - Step 2: Utilize event management to reduce event noise
    - Step 3: Reduce mean time to resolution (MTTR)
    - Step 4: Drive remediation from the same place you take alert action

    Leveraging AIOps best practices to achieve high-performance business services is key to your IT Operations
  • Supporting Hybrid IT With ITSM
    Supporting Hybrid IT With ITSM
    Udi Gotlieb, VP of Product Marketing, SolarWinds ITSM Jan 22 2020 7:00 pm UTC 30 mins
    According to IBM, 98% of companies plan to use hybrid cloud computing by 2021*. Hybrid IT is already a reality in most organizations. So, what does it mean?

    The typical IT shop includes a combination of tools and applications that reside on-premise, in the public cloud, and in the private cloud. The environment might look different month-to-month as certain technologies transition to the cloud. Hybrid IT creates enormous business potential but also brings a dynamic set of challenges—particularly in service delivery.

    Join Udi Gotlieb, VP of Product Marketing at SolarWinds, to learn how IT service management (ITSM) can support the ever-changing hybrid IT environment and the challenges it brings, including:

    -Managing and consolidating workflows between systems
    -Maximizing service delivery from complex technology infrastructure
    -Where and how to integrate ITSM and IT Operations

    *IBM report, “Assembling your cloud orchestra,” October 2019


    Who Should Attend:

    -CIOs
    -IT Leaders
    -Service Desk Managers
    -Network and Systems Administrators
  • 2020 Vision: Contact Center Trends to Watch
    2020 Vision: Contact Center Trends to Watch
    Roy Atkinson (ICMI) Jan 22 2020 7:00 pm UTC 60 mins
    In one short decade, tremendous change has reshaped contact centers: from social media to chatbots to video, new channels and ways of serving customers abound; omnichannel, workforce, knowledge management, and more have streamlined contact center operations; and artificial intelligence, machine learning, and natural language processing are fundamentally changing the ways we connect with customers, both internal and external. It was an exciting, sometimes exhausting, decade…but what do the 2020s have in store for contact centers?

    Drawing on ICMI’s industry-leading research and input from ICMI’s Featured Contributors and thought leaders, this webinar will present important trends for 2020 and beyond. We’ll not only explore what’s trending, but also why these topics are important for your contact center’s future:
    • Employee experience
    • Automation and AI
    • Cloud and CCaaS contact centers
    • Knowledge management
    • Self-service
    • Social customer care and social media
    • Recruiting challenges
    • Rediscovering the human factor
    • And more!
  • Value Stream Mapping
    Value Stream Mapping
    Patrick Von Schlag, President, Deep Creek Center Jan 23 2020 3:00 pm UTC 60 mins
    Value Stream Mapping is a powerful technique introduced as part of LEAN practices which helps organizations to identify work bottlenecks, prioritize improvements, and dramatically improve workflows. The ITIL 4 Service Value Chain introduces this concept into the ITIL guidance, and challenges us to map our workflows across the Value Chain activities to demonstrate how we facilitate the co-creation of value with our service customers. In this session we will cover the ideas of Value Stream Mapping and how to conduct a Value Stream Mapping Session, then assess how the Service Value Chain provides a model for assess how IT practices facilitate desired outcomes, from incident response to service request fulfillment to new service design.
  • The Customer Service Retail Report: What Consumers Expect from Retailers
    The Customer Service Retail Report: What Consumers Expect from Retailers
    Andrea Paul (Content Marketing Manager at Kustomer) Jan 23 2020 4:00 pm UTC 27 mins
    Seventy eight percent of consumers would be less likely to shop with a retailer again if they experienced bad customer service. This means that the way retailers interact with consumers in their greatest times of need could be the difference between a lifelong customer and one lost to the competition.

    Kustomer’s newly released Customer Service Retail Report dives into survey data to expose what consumers expect when it comes to retail customer service, and how customer service impacts business success. Interested in learning what retail customers want from your brand? Join Kustomer Content Marketing Manager, Andrea Paul, to discuss highlights from the report. In this webinar you will learn:

    - Why retailers can’t afford to skimp on service
    - The importance of providing real-time support
    - Why personalization is imperative
    - How omnichannel support can be a competitive advantage
    - The business impact of customer service
  • How the Top E-Commerce Stores are Handling Support
    How the Top E-Commerce Stores are Handling Support
    Julia Luce (Marketing at Simplr) and Andrea Paul (Content Marketing at Kustomer) Jan 28 2020 4:00 pm UTC 26 mins
    The good, bad, and ugly of online support. Kustomer's partner, Simplr, hired a 3rd party research firm to dig into how the top e-commerce stores are handling support. Tune in to hear who takes the cake and what consumers are expecting from the top retail brands.
  • The Common Services Data Model: What it is & Why You Should Care
    The Common Services Data Model: What it is & Why You Should Care
    Mary Vanatta, Larry Youngquist, Janeen Osselborn, Meghan Lockwood Jan 28 2020 6:00 pm UTC 60 mins
    On Tuesday, January 28th, our ServiceNow ITOM and ITBM experts will share what ServiceNow's Common Services Data Model (1.0 and 2.0) is all about and why you should care, including: 

    - Standard terms and definitions
    - Best practice for CMDB Data
    - Modeling and Data Management
    - Guidance on service modeling
    - Recommended mappings

    If you can't make it on the 28th but want to learn about the topic, you can still register now and we'll send you the on-demand recording to watch in your free time. 
  • Reinventing IT service management
    Reinventing IT service management
    Dennis Drogseth, VP at Enterprise Management Associates, and Bruce Randall, Director Product Marketing at ServiceNow Jan 29 2020 5:00 pm UTC 57 mins
    IT is now blazing the trail for enterprise transformation. That means that businesses rely on IT departments for the innovation they need to thrive. Moreover IT can help to drive improved innovation and end user experiences in new and creative ways. So how can you optimize the need for innovation and quality service?

    Join us for a unique session on the role of IT Service Management (ITSM) in helping IT deliver groundbreaking innovation and rich service experiences. You’ll learn:

    - How IT can successfully manage continuous innovation with high-quality service delivery that delights users.
    - The impact of automation, AI, and analytics on IT Service Management.
    - How ServiceNow helps drive digital transformation while delivering high-quality experiences for customers.
  • How to Up Your ITSM Game for Digital Transformation Success
    How to Up Your ITSM Game for Digital Transformation Success
    Stephen Mann, Principal Analyst and Content Director, ITSM.tools. Matt Klassen, Vice President, Product Marketing, Cherwell Feb 4 2020 3:00 pm UTC 45 mins
    Your organisation’s ITSM capabilities need to play a key role in its digital transformation journey. Not only in delivering and supporting new technology-enabled products and services and enhanced customer engagement, but also because of the important role it can play in delivering the back-office digital transformation required for front-office success.
    In this webinar we’ll look at:
    •The importance of back-office digital transformation in enabling your organisation’s new products and improved customer engagement
    •Which ITSM initiatives to adopt
    •Three practical tips on key ITSM improvements for digital transformation success
  • [Panel] How ITSM Can Drive and Deliver Digital Transformation
    [Panel] How ITSM Can Drive and Deliver Digital Transformation
    Muddu Sudhakar, CEO, Aisera | more speakers to be announced! Feb 4 2020 4:00 pm UTC 45 mins
    Where does ITSM fit in the Digital Transformation landscape? And does it need to evolve to ensure businesses can deliver what their customers expect in 2020?

    Join this panel of ITSM experts as they debate and discuss:

    - How ITSM can help meet and implement the back-office improvement needs of digital transformation
    - How ITSM can fuel Digital Transformation by educating enterprises on the ‘people’ aspect of strategies
    - What tools are paramount to delivering best-in-class, future-proof DX strategies
    - How to ensure your service management strategy keeps pace as technologies advance
  • How AI and Automation Are Changing Customer Service as We Know It
    How AI and Automation Are Changing Customer Service as We Know It
    Taylor Lowe (Product Manager, Kustomer) & Gary McGrath (Success Operations Manager, Paddle) Feb 5 2020 7:00 pm UTC 28 mins
    It’s predicted that the use of AI in customer service will increase by 143% by late 2020. This means that AI is something that can’t be ignored, both on the business and consumer side.

    Taylor Lowe from Kustomer and Gary McGrath from Paddle dive into how AI and automation are changing customer service and what the future of customer service looks like. After watching this webinar, you will learn:

    - The rise and fear of artificial intelligence in the customer service space.
    - How AI and automation are currently being used for customer service.
    - How AI can support building relationships with your customers.
    - How AI is shaping the future of not only customer service but the role of the customer service agent of the future.
  • ITIL Incident Management Best Practices in SolarWinds Service Desk
    ITIL Incident Management Best Practices in SolarWinds Service Desk
    Melody Scheidley, Senior Solutions Engineer, SolarWinds ITSM Feb 5 2020 7:00 pm UTC 30 mins
    Employees have pop-up technology needs, and they depend on IT for help. The way IT responds is the way they practice incident management—a primary responsibility for any IT department. Given the amount of time most teams spend on incidents, it’s a valuable ITIL practice to master.

    Join Melody Scheidler, ITIL® 4 certified Senior Solutions Engineer at SolarWinds ITSM, to learn tangible ways to manage and resolve incidents more efficiently, including:

    - Configuring incident categories and subcategories to drive automation
    - Differentiating between incidents and service requests
    - Creating service level agreements (SLAs) to drive accountability
    - Leveraging an AI-powered knowledge base to promote self-service
  • Unify to simplify: Transform IT with a single cloud platform
    Unify to simplify: Transform IT with a single cloud platform
    Gerald Beaulieu, Director Product Marketing, ServiceNow, and George Rubio, Senior Technical Product Marketing Manager, Serv Feb 6 2020 6:00 pm UTC 57 mins
    The goal of any digital transformation is to reduce complexity and automate manual processes so employees can be at their best. But the typical mix of legacy systems and point solutions can get in the way, creating the silos that prevent teams from working together efficiently.

    Join us for a look at how a unified cloud platform across all of IT can transform service delivery and give employees a better overall experience — with the access and insight they need to translate inspiration into innovation. You will:

    - Learn how a unified IT platform can transform processes into competitive advantage.
    - Discover how to better align IT service delivery with changing business priorities.
    - See how AI-powered user experiences can unleash employee creativity and open the door to market-leading innovation.
  • Understanding Change, Release and Configuration
    Understanding Change, Release and Configuration
    Beverly Weed Schertzer, ITSM Business Strategist, edifyIT LLC Feb 7 2020 4:00 pm UTC 45 mins
    ITSM is dependent on people in the organization to understand it and most people don’t get it. ITSM isn’t a choice it’s a requirement and businesses are losing sight of the core concept of what ITSM practices deliver.

    Understanding Change, Release and Configuration is about providing clarity to help deepen one’s understanding of a major area in ITSM; Change, Release & Configuration Coordination. ITSM is a fundamental aspect in business and its requirements to develop a program that works, and it's sometimes it's more than the common ITSM frameworks can achieve.

    ITSM isn’t a framework to implement, it’s a business function to effectively and efficiently deliver high-value service to customers. Technology is the vehicle to deliver this value, and people are the driving force to ensure the vehicle is controlled, managed, and maintained. Change, Release, and Configuration (CRC) are continuous tasks involved with service delivery.

    In this webinar, Beverly talks about the effects of framework thinking and presents on the importance of understanding CRC in ITSM to produce a high performing service delivery organization.
  • 5 Reasons Why Remote Support and Access Management Are Critical
    5 Reasons Why Remote Support and Access Management Are Critical
    Josh Streets (Scoreboard Group); Bryan Hood (BeyondTrust); Roy Atkinson (moderator) Feb 11 2020 6:00 pm UTC 60 mins
    The modern organization needs to provide a reliable, secure way for customers, vendors, and remote employees to both access the resources they need to do their work, and to receive support where they are, when they need it. HDI’s annual research shows that Remote Control is the number 3 “must-have” for the support center. The research also shows that 39% of support tickets come from external customers and end-users.

    In this webinar, you will learn why it is important to:
    • Provide a mobile workforce with access and support
    • Grant external third parties such as vendors and auditors access to the specific resources they need—and only those resources
    • Provide full support to end users on multiple types of devices
    • Ensure the security of your organization’s data
    • Minimize risk from unnecessary privileged accounts
  • What to Look for in a Customer Service Software Solution
    What to Look for in a Customer Service Software Solution
    Gabe Larsen (VP of Growth, Kustomer) Feb 11 2020 6:00 pm UTC 60 mins
    Sixty-six percent of younger consumers believe that the customer is always right. This generation expects more from the brands they choose to engage with, wanting seamless, personalized service on every platform, instantaneously.

    Join Kustomer VP of Growth, Gabe Larsen, to discuss highlights from our newly released buyer’s guide, and understand how technology can enable you to deliver on customers’ growing expectations.

    In this webinar you will learn:

    -What makes a modern day customer service solution
    -What to look for in a customer-centric CS platform
    -How to measure the success of your solution
    -Why it is important to choose the right technology
  • Breathe Life into your Legacy Service Desk
    Breathe Life into your Legacy Service Desk
    Peter Beasley, President Netwatch Solutions Feb 11 2020 6:00 pm UTC 60 mins
    Many enterprises still enjoy success with legacy service desk solutions such as Footprints, Track-IT, and Remedy. Many DevOps and software driven enterprises use Jira effectively to manage their service desks. But these solutions, often perpetually licensed, may be customized to meet many internal business needs – but do not have the latest configuration management capabilities like predictive analytics, dependency mapping, gamification, auto-discovery and robust change management workflows. Many lack a CMDB (configuration management database).
    So … wouldn’t it be great to have a CMDB without the hassle of changing your entire service desk functions?
    Plus, most CMDB’s today require migrating from a fully amortized, perpetually licensed solution to a recurring, SAAS solution.
    This session:
    •Lists reasons to keep your legacy service desk
    •Identifies key intersection points on how a traditional service desk can be complemented with a modern CMDB
    •Points-out what deficiencies may hurt the most
    •Emphasizes the plusses often out-weigh the negatives.
    Keeping your legacy service desk may make sense for many enterprises when you find options to extend their capabilities. Learn how.
  • ServiceNow - Enabling intelligent operations using ITOM and the Now Platform®
    ServiceNow - Enabling intelligent operations using ITOM and the Now Platform®
    Joe Corpion, Director IT Operations Governance at ServiceNow, and Ritesh Arora, Director Applications Development, ServiceNow Feb 11 2020 7:00 pm UTC 53 mins
    Most enterprises know that their industry is being disrupted by digital trends, but few are prepared for it. IT Operations – which is at the heart of the transformation – is under the most pressure to modernize. With the drive to cloud-first initiatives, IT Ops often tries to build flexible digital experiences on top of outdated technology stacks, breaking traditional processes and increasing the likelihood of service degradation with complex business services.

    Learn how ServiceNow leverages IT Operations Management to:
    - Speed time-to-deployment by automating time-consuming operational tasks.
    - Accelerate problem identification and resolution with AIOps.
    - Make the shift from an infrastructure-centric to a business-centric IT organization.
  • Verizon Threat Research Advisory Center Monthly Intelligence Briefing (MIB)
    Verizon Threat Research Advisory Center Monthly Intelligence Briefing (MIB)
    Dave Kennedy, Managing Principal, Open Source Intelligence Feb 19 2020 3:00 pm UTC 90 mins
    Join us—the Verizon Threat Research Advisory Center – for our Monthly Intelligence Briefing (MIB) to discuss the current cybersecurity threat landscape.

    This webinar will 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
  • Removing IT Silos: Accelerating innovation across the IT value chain
    Removing IT Silos: Accelerating innovation across the IT value chain
    Troy DuMoulin, VP of Research & Development at Pink Elephant, and Bruce Randall, Director Product Marketing ITSM, ServiceNow Feb 19 2020 5:00 pm UTC 59 mins
    Siloed organizations aren’t just a challenge at the enterprise level. Even within IT, different specializations with their own tools can inadvertently wall themselves off, making it hard to collaborate, slow to innovate, and damaging quality of service.

    Join Troy DuMoulin, VP of R&D at Pink Elephant, and Bruce Randall, Director of Product Marketing at ServiceNow, for a discussion of the latest strategies and technologies aimed at helping IT work in a more integrated, automated, and collaborative way. You'll learn:

    - How IT silos restrict the ability to move innovation through the IT value chain.
    - How to adopt an end-to-end view on process automation that spans functions and departments.
    - How ServiceNow can create a single system of record to orchestrate and streamline processes across IT silos.
  • 5 Omnichannel Lessons Learned the Hard Way
    5 Omnichannel Lessons Learned the Hard Way
    Brian Spraetz (Five9); Roy Atkinson (Moderator) Feb 19 2020 7:00 pm UTC 60 mins
    There is no doubt that your organization should provide a consistent customer experience across all communication channels. Fielding customer inquiries and providing information in multiple, disconnected channels can contribute to errors, miscommunication, and a disrupted customer journey that forces customers to repeat information. As a result, this can contribute to an increase in customer churn. Omnichannel, however, can create connected customer journeys and exceptional customer experiences.

    • The wrong technology (added on top of legacy systems)
    • Agents not cross-trained, leaving channels unstaffed or unavailable
    • Inaccurate metrics and KPIs
    • Insufficient or disorganized customer information

    Join us to gain valuable knowledge so that you don’t have to learn your lessons the hard way.
  • Verizon Threat Research Advisory Center Monthly Intelligence Briefing (MIB)
    Verizon Threat Research Advisory Center Monthly Intelligence Briefing (MIB)
    Dave Kennedy, Managing Principal, Open Source Intelligence Mar 18 2020 2:00 pm UTC 90 mins
    Join us—the Verizon Threat Research Advisory Center – for our Monthly Intelligence Briefing (MIB) to discuss the current cybersecurity threat landscape.

    This webinar will 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
  • Verizon Threat Research Advisory Center Monthly Intelligence Briefing (MIB)
    Verizon Threat Research Advisory Center Monthly Intelligence Briefing (MIB)
    Dave Kennedy, Managing Principal, Open Source Intelligence Apr 15 2020 2:00 pm UTC 90 mins
    Join us—the Verizon Threat Research Advisory Center – for our Monthly Intelligence Briefing (MIB) to discuss the current cybersecurity threat landscape.

    This webinar will 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