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  • GDPR Series - Part 3 - Marketing Compliance
    GDPR Series - Part 3 - Marketing Compliance John Cheney & Penny Lowe Recorded: Apr 23 2018 54 mins
    Our CEO and Head of Service Delivery, John Cheney and Penny Lowe, provide practical advice and guidance on email marketing, e-privacy and GDPR.

    In this webinar series, we discuss what to consider to ensure your electronic marketing communication does not put you in breach of the regulation.

    It won't come as a surprise that at Workbooks we are driving many of our processes using our CRM platform. This webinar series is about sharing our thinking and approach around GDPR and how to leverage CRM to make it easier to get compliant and remain compliant.
  • Top Ways to Revolutionize Your IT Department: Overcoming the IT M&A Slowdown
    Top Ways to Revolutionize Your IT Department: Overcoming the IT M&A Slowdown Mark Holdsworth, Solutions Architect; Thanh Nguyen, Practice Manager, Data Center Recorded: Apr 19 2018 27 mins
    Your IT department has its hands full keeping your day-to-day operations in check while working on new projects. They don’t have the time or often the expertise to integrate a new acquisition into your current IT environment. Ask yourself – could your company’s IT department completely integrate a new acquisition in less than 30 days?

    In this quick 30-minute webinar, you’ll learn Accudata’s proven formula for success – and understand how IT can enable your M&A business goals. We will cover:

    • Why IT departments struggle with business acquisitions
    • How to prioritize IT integration tasks
    • Accudata’s five-step proven process to make M&A less complicated
    • Review a customer example that includes integrating 35 new sites and 600+ users into an existing organization in less than 30 days
  • The Future Is Here: What You Need to Know About Machine Learning and AI
    The Future Is Here: What You Need to Know About Machine Learning and AI Esteban Kolsky, Barry Givens, Erica Marois (moderator) Recorded: Apr 18 2018 62 mins
    While recent research shows that only 41% of customers prefer to contact companies via traditional “voice” channels, contact centers are still managing most customer interactions over the phone. Perhaps that's why 39% of customers would rather clean a toilet than reach out to a contact center? The good news: technology is making it easier than ever to understand customers and serve them more efficiently and effectively in their channel of choice. AI and Machine Learning are no longer futuristic concepts; when leveraged correctly, you can ensure more timely, relevant, and personalized service. The future is now. Are you ready?

    In this webinar, you will learn:
    * How to prepare for an AI implementation (IT, pperations, and knowledge management considerations)
    * How AI can enable more personalized, consistent, and conversational service
    * How AI can drive down the cost per contact
    * How other organizations are using AI to improve the customer experience

    Join us for an interactive and informative hour, complete with live audience Q&A.
  • [Ep.10] Ask the Expert: IT Service Management Metrics
    [Ep.10] Ask the Expert: IT Service Management Metrics James Finister, Tata Consultancy Services Recorded: Apr 18 2018 42 mins
    This webinar is part of BrightTALK's Ask the Expert Series.

    If you work in IT Service Management, you need to hear what James Finister has to say about monitoring and metrics tools and best practices.

    James will answer questions about:
    Why metrics and monitoring is so important
    The opportunities they provide
    What data to track so that you know the truth about the health of your IT service
    How to monitor metrics to drive business value
    Which data patterns are good - and which are bad

    Audience members are encouraged to send questions to the expert, which will be answered during the live session.
  • 3 Key Strategies to Re-Imagine Agent Onboarding
    3 Key Strategies to Re-Imagine Agent Onboarding JD Dillon, Principal Learning Strategist, Axonify Recorded: Apr 17 2018 58 mins
    It takes an average of 11.5 weeks to onboard just one agent - and one in three agents will leave your organization within the year. The time to reimagine your approach to onboarding has never been more critical.

    With a new way of thinking about onboarding agents, you can speed up time-to-competency, mitigate early turnover, and continuously build capability on-the-job, which will ultimately drive better business performance. We’ll give you 3 key principles that call center leaders, including BT Consumer, the UK’s largest provider of broadband services, are applying to their business to improve results.
  • GDPR Webinar - Part 2 - Rights & Freedoms
    GDPR Webinar - Part 2 - Rights & Freedoms John Cheney Recorded: Apr 16 2018 40 mins
    Our CEO and Head of Service Delivery, John Cheney and Penny Lowe, discuss how to best leverage CRM to address the rapidly approaching General Data Protection Regulation (GDPR).

    In this webinar we cover:

    Supplier assessments – how to streamline your processes
    Data subject access requests – areas to consider
    Data breaches and incident responses – how CRM can help
  • 2018 Verizon Data Breach Investigations Report - Panel Discussion
    2018 Verizon Data Breach Investigations Report - Panel Discussion Moderator, Jeff Duran with threat experts Recorded: Apr 10 2018 61 mins
    Tuesday, April 10th, 10am EST

    The 2018 Verizon Data Breach Investigations Report, now in its eleventh year, is an industry benchmark for information on cybersecurity threats. This year we looked at over 53K security incidents and 2,347 confirmed breaches. But what does it really mean to you? Join our panel of experts for a first look at some of the key findings of the 2018 report:

    • Cybercrime can come in any shape or size, and not always in the form you’d expect.
    • Forget slick cybercriminals targeting billion-dollar businesses. Most attacks are opportunistic and target the unprepared.
    • The average time gap between the first click on a phishing campaign and the first report to Security? Longer than you think.
    • Ransomware was the top variety of malicious software in 2017.
    • Based on our data, one industry saw 93% of their data breaches occur at the point of sale.
    • The overwhelming majority of incidents fell into one of nine attack patterns — knowing these can help you mitigate the risks of a breach.

    Our panel:
    • Rick Holland, CISO, Vice President Strategy at Digital Shadows
    • Michael Coden, CISSP, Managing Director, BCG Platinion North America, Head of Cybersecurity Practice
    • Chris Camacho, CEO at NinjaJobs

    The cybersecurity answers you want, straight from the experts.
  • How to leverage CRM to address the General Data Protection Regulation (GDPR)
    How to leverage CRM to address the General Data Protection Regulation (GDPR) John Cheney Recorded: Apr 9 2018 40 mins
    Part 1 - Workbooks CEO and Head of Service Delivery, John Cheney and Penny Lowe, discuss how to best leverage CRM to address the rapidly approaching General Data Protection Regulation (GDPR).

    In this webinar we cover:

    How to leverage your investment in CRM to drive compliance
    Lawful grounds for processing data – how to track and remain compliant

    It won't come as a surprise that at Workbooks we are driving many of our processes using our CRM platform. This webinar series is about sharing our thinking and approach around GDPR and how to leverage CRM to make it easier to get compliant and remain compliant.
  • One to Eleven: How to "Turn Up" macOS Security
    One to Eleven: How to "Turn Up" macOS Security Nick Thompson, Product Manager, Jamf Recorded: Apr 5 2018 31 mins
    Macs are no longer foreign to the enterprise world. Marketing requests them, executives demand them and, of course, sales reps don’t want to be left out. How’s an IT admin to securely manage the growing number of Apple devices that will soon be joining the network?

    In our webinar, One to Eleven: How to "Turn Up" macOS Security, we’ll show you how to tap into native Mac security controls so you can securely rock your Mac deployment.

    We'll cover:

    •macOS security features
    •How to manage macOS security controls with device management
    •Common security frameworks and how to apply them
  • Service Desks and SLM – Adjusting to Digital Transformation
    Service Desks and SLM – Adjusting to Digital Transformation Dr. Josef Schneider - CEO, fusionPOINT and Allen Houpt – ITSM Marketing, CA Technologies Recorded: Apr 4 2018 55 mins
    Digital transformation, the Internet of Things, the application economy, the modern software factory, and so on… are all major Business trends impacting the IT service desk and service level management (SLM). Some would contend the service desk is focusing on service operations – not only IT - and SLM is becoming a real business discipline/function. In this webcast, SLM expert fusionPOINT and service desk vendor CA Technologies will look at the impacts of these trends on each and where it is all headed. Learn about the important part proactive and predictive SLM play to enable Digital Transformation and the service desk becoming more predictive, proactive, and business outcome focused.
  • Knowledge Management – The Key to an AI-Enabled Future
    Knowledge Management – The Key to an AI-Enabled Future Adam Thumm, Solutions Architect, Cherwell Recorded: Mar 29 2018 58 mins
    Artificial intelligence, once confined to the big screen, is readily available to consumers, in basic form, with Alexa, siri, and self-driving Tesla cars. But, what does this mean for business? We may not have Ex Machina-like robots just yet, but dedicated ‘Futurists’ are joining the C-suite in many organizations to future-proof decision making and prepare for future technology innovations.

    AI tools rely on database driven, predictive technology that will enhance the cognitive performance of humans. Join us to learn how you can create a solid foundation for AI initiatives with good knowledge management practices.
  • The Road to Award-Winning Service Management
    The Road to Award-Winning Service Management Matt Kade, Brad Biagi, Nick Giambalvo, Ben Sacro, and Roy Atkinson (moderator) Recorded: Mar 28 2018 53 mins
    The HDI Service Management Awards recognize two organizations that have improved their service management programs.

    * The HDI Knowledge-Centered Service Award recognizes an organization that has successfully implemented or improved upon a Knowledge-Centered Support adoption.

    * The HDI Service Improvement Award recognizes an organization that has successfully implemented or improved one or more service offerings.

    Attend this webinar to learn how the 2017 award winners, First American and Ellie Mae, implemented world-class KCS and service improvement programs.
  • Challenges and Solutions for Public Sector ITSM Implementation
    Challenges and Solutions for Public Sector ITSM Implementation Tracy Barnes, Stratigic I.T. Consulting, Inc. Recorded: Mar 27 2018 60 mins
    Government agencies require precise planning and support when it comes to software implementation. Carefully navigating the intricacies of regulations and mandates, organization structure, lobby groups, and complex contracts is essential for success.

    Join Tracy Barnes, of STRITCO, as he discusses his experience implementing Cherwell service management within the public sector. Tracy will share the specific challenges experienced during public sector ITSM implementation and provide practical, actionable solutions that have proven to improve performance within IT, HR, Purchasing, and Finance departments.

    About Tracy: Tracy was the project manager for the successful ISO/IEC 20000-1:2005 certification at the Florida Department of Revenue. The first state government agency to be certified in the United States. Tracy has achieved the following certifications: ITIL Expert, PMP, Executive Consultant/Manager in ITSM according to ISO/IEC 20000, Six Sigma Green Belt, Internal Audit Certificate in ITSM according to ISO/IEC 20000-1:2011, and is a Certified Public Manager.
  • The Anatomy of a 5-Star Employee Experience
    The Anatomy of a 5-Star Employee Experience Stacey Prezel, Meghan Lockwood Recorded: Mar 21 2018 54 mins
    How can ServiceNow transform your HR Service Delivery? Start simplifying HR processes, reducing time spent on routine tasks, and modernizing the employee service experience.

    - The Big Picture: Why are we all investing in HR?
    - Real World Examples: What's possible in HRSD
    - Build your Business Case: Alignment, Impact, and your 4 steps to a killer pitch
    - Questions to expect: New demands and changes we see with Acorio clients as ServiceNow HRSD expands
  • Verizon Threat Research Advisory Center - Protected Health Information
    Verizon Threat Research Advisory Center - Protected Health Information John Grim and David Kennedy, Verizon Enterprise Solutions Recorded: Mar 21 2018 77 mins
    Fellow Cybersecurity Practitioner:
    Join us—the Verizon Threat Research Advisory Center – for our Monthly Intelligence Briefing to discuss the current cybersecurity threat landscape.
    This month's theme: Protected Health Information
  • Incident Management: More Critical Than Ever
    Incident Management: More Critical Than Ever Brandon Caudle and Roy Atkinson Recorded: Mar 20 2018 59 mins
    Because more of our world depends on technology, complexity, criticality, and risk are all increasing, and so is the cost of failures. As Charles Betz of Forrester recently wrote, “Complex systems continue to fail, and there’s no sign that this will change.”

    When systems fail, the response needs to be swift, and services must be restored rapidly and accurately. This requires coordinated efforts across multiple functions, making planning, preparation, and communication mission-critical and business-critical. Recently, incident management has shown increased interest in learning from first responders, and in applying some of the methods they use for response coordination and communication.

    In this webinar, we will discuss:
    * How and why complexity is increasing
    * What types of risk result from increased complexity
    * How incident management can learn and improve by looking outside IT
  • Extending Service Management Beyond IT
    Extending Service Management Beyond IT Luke Smith, Cherwell Software and Chuck Darst, Cherwell Software Recorded: Mar 20 2018 58 mins
    How can IT help the entire business remain productive without breaking the bank?

    Automating process workflows and providing a high-quality service experience is a common theme across all business departments. Extending IT service management solutions and principles beyond IT can improve productivity, enhance collaboration, and cut costs.

    Please join us as we discuss how Cherwell Service Management’s flexibility helps diverse lines of business:
    - Manage and automate HR, facilities, and security processes.
    - Build custom applications without writing code.
    - Create inviting customer experiences.
    - Collaborate to achieve business goals.
  • Transforming Customer Service with ServiceNow: A Midwest Lunch & Learn
    Transforming Customer Service with ServiceNow: A Midwest Lunch & Learn Adam Mason, Jerry Sweeney, Ravi Kaipa and Meghan Lockwood Recorded: Mar 20 2018 61 mins
    Today, modern, Customer Support teams use thoughtful, intuitive technology to solve customer issues at light speed. In some cases, they have even transformed from a cost center to a juiced up revenue producer.
    In our March Lunch and Learn our Customer Service experts will show how to do just that, with real-world examples from companies winning Customer Service right now, and a live demo.
  • Meeting the Unique ITSM Needs of Higher Ed - An Inside Look at WPI
    Meeting the Unique ITSM Needs of Higher Ed - An Inside Look at WPI Marie DiRuzza, Director of IT Service and Support Recorded: Mar 15 2018 59 mins
    Merging cutting-edge technology with internal processes is the only way to meet the evolving IT needs of students, faculty, and staff in higher ed. Chris Chagnon and Marie DiRuzza will provide an inside look at Worcester Polytechnic Institute's (WPI) use of Cherwell Service Management. From innovative API integrations to research and planning for a future filled with artificial intelligence, Chagnon and DiRuzza are at the technological forefront of education.
  • Evolving the IT Service Org From Functional Silos to a Value Service Network
    Evolving the IT Service Org From Functional Silos to a Value Service Network Troy Du Moulin, VP, Research & Development, Pink Elephant Recorded: Mar 13 2018 57 mins
    Current IT structures and management systems based on task segmentation drive specialization over collaboration and localized effectiveness over innovation. While these models can be effective for getting work done they unfortunately also have a tendency to create a culture of silos, challenges with handoffs, and the creation of bottlenecks.

    With the advent of Lean, Agile, and DevOps practices focusing on creating faster velocity and speed to market, organizations have been evaluating their end-to-end value systems and looking for ways to increase speed and identify opportunities for automation. Join Troy as he demonstrates how IT Service Management has moved from a process model to a life-cycle view and now to a Value System perspective and what this means for the future of ITSM.
  • The role of machine learning and AI in your digital transformation journey
    The role of machine learning and AI in your digital transformation journey Infosys NIA Recorded: Mar 8 2018 67 mins
    Step beyond the hype and the myths about Artificial Intelligence (AI) and Machine Learning (ML). Join us on this webinar to learn the real world significance of AI for an enterprise. This webinar will take a practical view of how ML can make a difference in your business, illustrating the role it plays in any meaningful digital transformation effort employing AI. The focus will be on the business value this technology can deliver.

    Infosys Nia, a comprehensive AI platform, comes equipped with Advanced Machine Learning that works in concert with its other aspects rendering effective digital transformation solutions for an enterprise. Join us to learn how you can embark on your own digital transformation journey.


    Guest Speaker:
    - Mike Gualtieri, VP, Principal Analyst Serving Application Development & Delivery Professionals, Forrester

    Infosys Speaker:
    - Sudhir Jha, Senior Vice President, Infosys.
  • Changing the Mindset of Your Employees with Service Portal Adoption
    Changing the Mindset of Your Employees with Service Portal Adoption Susan Bonville, Tina Williams & Kyle Shepard Recorded: Mar 6 2018 35 mins
    In this webinar, we’ll show you how adoption of your self-service portal can improve both CSAT and service desk efficiency, as well as increase collaboration across the organization. We’ll also introduce you to First Health of the Carolinas, as they share how they creatively pushed portal adoption throughout their large organization, turning thousands of potential help desk phone calls into thousands of quickly-resolved tickets.
  • Quantifying Business Value with ITIL® and ITSM in the Modern Software Factory
    Quantifying Business Value with ITIL® and ITSM in the Modern Software Factory Darren Arcangel - Sr. Principal Services Architect - CA Technologies Recorded: Mar 6 2018 62 mins
    Every organization needs to become a modern software factory. You're developing new capabilities to quickly deliver high-quality customer experiences. You've deployed software that enables rapid development. And you're nurturing an agile mind-set with a primary focus on customers. At some point during this journey, people up the food chain will ask about their return on investment. Do you have a process or framework in place to respond to the question with knowledge derived from quantifiable data? In this webcast, ITSM author Darren Arcangel dives into how ITIL® metrics and continuous service improvement can help quantify this business value.
  • Zero to Productive: A Better Employee Onboarding Experience
    Zero to Productive: A Better Employee Onboarding Experience Jen Kaplan, Solutions Architect, Jamf & Matthew Phillips, Professional Services Engineer, Jamf Recorded: Feb 28 2018 26 mins
    Effective employee onboarding programs increase performance by up to 11 percent, according to BambooHR. What makes an effective onboarding program? Reducing the time it takes for new employees to get the tools they need to do their best work.

    In our webinar, Zero to Productive: A Better Employee Onboarding Experience, we show how you to create a smooth and reliable technology onboarding experience that makes it easy, informative, and dare we say, fun for employees to get up and running immediately.

    In this webinar, we’ll cover:

    * Why onboarding matters
    * Advanced zero-touch device deployment tools
    * How to leverage progress feedback apps
    * End user interaction opportunities