Help Desk and Support

Join Claire Agutter, Simone Jo Moore, Sally Bogg, Elisabeth Thomas and Andrea Kisfor an open, honest discussion about the opportunities, lessons and challenges found in a career in ITSM. From entering the industry, to forging a career and making a difference, this one-off panel discussion will explore all facets of being a woman in ITSM in 2018.

Fellow Cybersecurity Practitioner:

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

This month's theme: Data Breach Digest Highlights

Our Verizon Threat Research Advisory Center presenters will be:

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

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

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

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

•Current Intelligence
•Attacks & Threat Indicators
•Latest Malware Trends
•Significant Vulnerabilities

Consumers are not as likely to fill out surveys as they once were. Survey programs across all industries are struggling to obtain both the quantity and quality of data required to make intelligent decisions. Does this mean that customers are providing less feedback to organizations? Hardly! Feedback is happening all around in new and exciting ways. It’s time that we evolve our ability to listen. Learn the best ways to capture unstructured feedback and take your Voice of the Customer program to the next level!

Do you survey your customers? Are you getting the quality or quantity of data that you did in the past? How do we evolve to break the survey mentality and tap into the "treasure trove" of data? Watch this 4-minute interview with Nate Brown as he shares some highlights for an upcoming live webinar on August 14th.

Introducing Luma the Virtual Agent with Artificial Intelligence. Learn how organizations using ITSM software from CA Technologies can rapidly leverage this powerful capability without altering their current implementations. •You will see Luma in action, automating self-service, guiding users to create actionable tickets, performing knowledge lookups, and automating tasks such as reset password.

Problem management is the hidden treasure of Service Management. It is key to ensuring reducing the cost of IT services, improving the value of IT services, and improving customer satisfaction. But how do you justify investing in problem management?

Too frequently problem management is understood as something that must be done when things really get bad, or when a customer is screaming because of a failure somewhere else, or as a “last resort” when no one knows what else to do.

In reality, problem management is key to improving the performance of IT and improving the customer’s view of IT’s true capabilities, whether related to technology, applications developed in-house, software, cloud services, etc. You name it, problem management has a role.

This session will cover:
•Investigating the hidden treasure – What does it take to get problem management “off the ground”; the who, what, where, when and why of problem management

•Searching for the hidden treasure – Gather your team and start mapping metrics for problem management
•Digging up the hidden treasure – How to start - the approach to implementing problem management
•Protecting the hidden treasure – Retain the value - keeping the momentum with problem management

There is a considerable hype about Artificial Intelligence (AI) and its potential impact on humanity. For some, it is the best thing since sliced bread, bringing eternal leisure and world peace; for others, it is doomsday accelerated, where humanity will either become extinct and machines take over the world or it becomes slaves to the robots.

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

This is a rescheduled webcast due to technical issues with the first attempt.

Goya Foods is a global organization serving thousands of customers all over the world. How does an organization that large deliver a better employee experience? Join Bryan Greer, Senior System Engineer at Goya Foods, as he shares the top three ways they've used IT service management best practices to improve internal customer satisfaction:
- Build a user-friendly service portal
- Measure success with tangible data
- Continuous improvement and expansion of best practices

See how Workbooks CRM helps Law Business Research (LBR) improve their business processes - CRM for Media & Publishing

This webinar will dive into the exclusive Executive Connections program available at FUSION 2018. Learn more about how this opportunity can enhance your educational experience through exclusive exposure to industry leaders and experts. The Executive Connection sessions will include stories from Executives; attendees will hear from two Keynote Speakers and share leadership concepts. It will also facilitate networking between you, your peers, and the many invited industry experts, and ensure you are getting the most from your time at the conference.

Several years ago, IT organizations were focused on quality. But, the financial crisis of 2008 changed that focus to cost. Today, in 2018, IT organizations are forced to find a balance between quality and speed, while also justifying cost. However, complicating this tricky balancing act is the fact that the only constant in IT Service Management is change.

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

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

Troy is a leading ITIL® IT Governance and Lean IT authority with a solid and rich background in Executive IT Management consulting. Troy holds the ITIL Expert certifications and has extensive experience in leading IT Service Management (ITSM) programs with a regional and global scope. He is a frequent speaker at IT Management events and is a contributing author to multiple ITSM and Lean IT books, papers and official ITIL publications including ITIL’s Planning To Implement IT Service Management and Continual Service Improvement.

Configuration Management Database (CMDB) conjures thoughts of Excel (manual entry—blah); it’s so cumbersome. But what if you could make it easier—automated, cloud based—and proactively eliminate service outages?

Join our 15-minute webinar with ServiceNow Advisory Solutions Consultant Mike Bledsoe as he discusses common-use cases that prove the value in effective CMDB with ServiceNow’s Discovery solution. We’ve already started seeing how this is changing IT departments’ lives—there’s a reason why ServiceNow is Forbes’ #1 most innovative organization in the nation.

"Digital Transformation” is one of the most popular action items IT leaders are tasked with today. The goal is to keep pace with customer demands in order to compete in a constantly changing economy. In order to support evolving technology, ITSM has progressed from reactive to proactive, in some cases utilizing pattern recognition in the form of predictive analytics (Big Data) to bypass the need for human intervention.
Join us on this webinar to learn why taking this a step further and integrating Lean, Agile, and DevOps into your delivery system will help you achieve business value -- better services, delivered faster, and for less cost.

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

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

About George:

One of North America’s most insightful and engaging ITSM and support experts, George is an ITIL® expert with more than 30 years’ experience in the IT industry and co-author of the ITIL V3 Continual Service Improvement core volume. George spent several years as a consultant to the White House on technical presentations and conferences. He also coordinated technical presentations for members of the President’s cabinet, the Smithsonian Institute and the Federal Bureau of Investigation. A regular author of IT articles and white papers and a sought-after presenter at global ITSM conferences and webinars, George’s winning personality captivates audiences, be it in print, over the airwaves or in person.

Gartner says that by 2022 contact centers will be handling 12 customer channels on average. Some are emerging and some are shrinking…Which channels you adopt will depend on your specific situation. Join Noel Roberts, CTO at Aria Solutions, to learn about industry trends and understand what your peers are doing to support omnichannel.

Organizations are looking to access services in a completely different way. In the past, technology leaders have had to deal with multiple softwares or solutions for individual lines of business, now they have the opportunity to take all of the services within an organization and measure them through one service platform. In this panel discussion, we’ll go through the tenants of customer service and how those are now applied through IT service management best practices to make this the era of employee services.

See how Workbooks CRM helps TC Facilities Management

This panel discussion will feature leading experts from various departments inside Acorio, bringing tactical experience and strategic vision to help you guide your ServiceNow journey today. Learn from Acorio’s hundreds and hundreds of successful go-live’s – and pick the experts’ brains about their experiences in the ServiceNow trenches.

More than one-third of organizations identify "managing an increased workload with existing staff" as their primary challenge, according to a recent survey of support organizations conducted by HDI. Compounding this challenge is the growing complexity of the modern workforce: traditional workspaces are giving way to a remote workforce and the gig economy. These workers bring with them their own devices for use at work and are conditioned to expect business apps to be as lightweight and frictionless as the apps used in their consumer lives.

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

In this webinar, we will discuss:

*How the employee support dynamic is shifting
*How to create a frictionless employee experience
*How to use training and professional development to increase productivity, retention, and morale

DT is altering the food chain! Is your ecosystem adapting fast enough?

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

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

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

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

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

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

Would it be worth the hearing about it?

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

In 45 minutes we’ll cover: 
*How digital transformation is shaking things up
*How ITSM is evolving to manage services in the digital age.
*What’s VeriSM all about
*What’s the new Business/IT ecosystem
*What’s the new management mesh
*How does governance enable innovation
*How to pick up the pace
*How to learn more

What is digital transformation, how are companies going about accomplishing it and what does that mean for ITSM?

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

Join this session to gain actionable insights and learn how you can get involved with upcoming ITIL content which will improve success for digital transformation at your business today.

Michelle Major-Goldsmith and Simon Dorst of Kinetic IT will discuss the role of VeriSM in digital transformation, and its relation to ITIL and other service management practices.

Artificial Intelligence has finally come to IT Service Management in the form of a Virtual Agent that can act as a Level-0 analyst. This webinar will explain how Luma, a virtual agent can perform the duties of a Level-0 technician, freeing organizations from the high cost of manning a help desk and providing round-the-clock support. You will see Luma in action, automating self-service, guiding users to create actionable tickets, performing knowledge lookups, and automating tasks such as reset password. Users stay informed of ticket status and can provide feedback whenever and wherever they are through the channel of your choice. Since a Level-0 tech should also unburden senior techs, you’ll see how Luma helps level-2 technicians improve their productivity by managing and assigning tickets, automatically following up with users, and enabling users to access and update ticket information without a human technician in the loop. Finally, see the no-coding tools available to create unique capabilities for your organization if the 200+ out of the box skills need to be extended.

Whether your organization wants to improve customer satisfaction, boost productivity, or increase revenue, the customer journey is at the heart of it all. And with today’s customer expectations on the rise, getting customers to the right agent, at the right time is critical. The problem? Most businesses think they’re doing a better job of meeting customer expectations than they really are. In fact, Genesys research indicates that only 19% of businesses have a dedicated customer experience team to manage the experience.

Ready to differentiate yourself from the competition? Find out how predictive routing is becoming a fundamental part of delivering the genuinely omnichannel experience that customers now expect.

In this webinar, you will learn:

*How to match the right agent with the right customer
*How to bring sales, service, and marketing together to enhance the customer experience
*How leading contact centers are leveraging the latest predictive routing technology

Join us for an interactive and informative hour, complete with live audience Q&A.

So much is being written (myself included!) about how ITSM helps an organization prepare and support digital transformation. But ITSM itself is going through digital transformation.

How will the way we approach and deliver ITSM change as a result?

Join me as I discuss “The Digital Transformation of ITSM”.

About Doug Tedder:
Doug Tedder is the principal of Tedder Consulting LLC, a Service Management and process improvement consultancy. Doug is a recognized thought leader who is equally adept in interactions from senior leadership to day-to-day practitioners. His attention to detail, industry knowledge, emotional intelligence, and the ability to “see the big picture” and make it actionable has resulted in a track record of success in transforming IT organizations into valued business partners.

Prior to starting his business, Doug spent over 25 years working in corporate IT organizations in a variety of local, regional, and global roles.
Doug holds numerous industry certifications in disciplines ranging from ITIL®, COBIT®, Lean IT, DevOps, KCS™, VeriSM™, and Organizational Change Management.

Doug is an author, blogger, and frequent speaker and contributor at local industry user group meetings, webinars, and national conventions. Doug is a member and former president of itSMF USA, a member of HDI, a contributing author to VeriSM™, and co-author of the VeriSM™ Pocket Guide. Follow Doug on Twitter (@dougtedder) or visit his website (dougtedder.com).