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  • Zum Tango gehören immer zwei - DevOps und Serviceerbringung
    Zum Tango gehören immer zwei - DevOps und Serviceerbringung
    Dave Snowden Chief Scientific Officer, Cognitive Edge & Jason Goldberg Senior Solution Architect, Device42 Recorded: May 22 2020 14 mins
    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.
  • Jederzeit und überall - Schaffen einer Omnichannel-Serviceerfahrung
    Jederzeit und überall - Schaffen einer Omnichannel-Serviceerfahrung
    Stuart Rance Owner, Optimal Service Management Ltd. & Philip Sheu CTO, Splashtop Recorded: May 22 2020 13 mins
    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.
  • Maximieren Sie das Potenzial Ihrer Technologie
    Maximieren Sie das Potenzial Ihrer Technologie
    Andrea Kis Manager, Deloitte & Tobias Nyberg Advisor & Coach, Galestro AB Recorded: May 22 2020 12 mins
    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.
  • Messen des Erfolges in der Mensch-IT-Ära
    Messen des Erfolges in der Mensch-IT-Ära
    Matthew Burrows President, SkillTx & Claire Agutter Director, ITSM Zone Recorded: May 22 2020 14 mins
    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.
  • Automation als Hebel zum Verstärken des Besten der menschlichen Fähigkeiten
    Automation als Hebel zum Verstärken des Besten der menschlichen Fähigkeiten
    Juha Berghall CEO & Co-Founder, ONEiO Cloud Corporation, & Iain Cameron User Services Manager, Digital and Information Servic Recorded: May 22 2020 11 mins
    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.
  • Realitätscheck: Die KI und ihr steigender Wert
    Realitätscheck: Die KI und ihr steigender Wert
    Kai Altenfelder Managing Partner, pro accessio GmbH & Co. KG & Simone Jo Moore Mixologist & Human API, SJM Recorded: May 22 2020 14 mins
    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?
  • Über die Technologie hinaus - die Notwendigkeit der Talentverwaltung
    Über die Technologie hinaus - die Notwendigkeit der Talentverwaltung
    Matthew Burrows President, SkillTx & Suzanne van Hove CEO & Owner, SED-IT Recorded: May 22 2020 15 mins
    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.
  • Business Relationship Management - alte Liebe rostet nicht
    Business Relationship Management - alte Liebe rostet nicht
    Greg Sanker Senior IT Leader / Former CIO, State of Oregon & Tessa Troubridge Chief Executive Officer, Service Desk Institute Recorded: May 22 2020 12 mins
    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.
  • Erfahrungen als Service - zurück zum Kern
    Erfahrungen als Service - zurück zum Kern
    Deborah Burton,CEO at Instruqt & Paul Wilkinson Director, GamingWorks Recorded: May 22 2020 14 mins
    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.
  • How ServiceNow IT delivers great employee experiences
    How ServiceNow IT delivers great employee experiences
    Rajeev Sethi, Mirza Baig, Bruce Randall Recorded: May 21 2020 56 mins
    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.
  • The dance between DevOps & Service Delivery
    The dance between DevOps & Service Delivery
    Dave Snowden Chief Scientific Officer, Cognitive Edge & Jason Goldberg Senior Solution Architect, Device42 Recorded: May 21 2020 14 mins
    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.
  • Creating an omnichannel service delivery experience
    Creating an omnichannel service delivery experience
    Stuart Rance Owner, Optimal Service Management Ltd. & Philip Sheu CTO, Splashtop Recorded: May 21 2020 13 mins
    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.
  • Maximizing the full potential of your technology
    Maximizing the full potential of your technology
    Andrea Kis Manager, Deloitte & Tobias Nyberg Advisor & Coach, Galestro AB Recorded: May 21 2020 12 mins
    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.
  • Tracking success in the era of humanizing IT
    Tracking success in the era of humanizing IT
    Matthew Burrows President, SkillTx & Claire Agutter Director, ITSM Zone Recorded: May 21 2020 14 mins
    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.
  • HP Z2 SFF G4 –The World’s Most Powerful and Secure Small Form Factor Workstation
    HP Z2 SFF G4 –The World’s Most Powerful and Secure Small Form Factor Workstation
    Jonathan Palis, HP Z2 Product Manager and Joe Marenin, HP Workstation Roadmap Lead Recorded: May 20 2020 60 mins
    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
  • Mitigating the Risks and Human Costs of Authentication Failure
    Mitigating the Risks and Human Costs of Authentication Failure
    Andrew Gilliam (ICMI); Mark Collier, SecureLogix; Roy Atkinson (moderator) Recorded: May 20 2020 61 mins
    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.
  • IAM for the Lost: Ask Me Anything about Identity and Access Management
    IAM for the Lost: Ask Me Anything about Identity and Access Management
    Vikram Subramanian, VP of Solutions at Simeio Solutions, and Anne Gorman, Sr. Information Architect at Campbell's Soup Recorded: May 20 2020 32 mins
    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.
  • 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: May 20 2020 66 mins
    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
  • Automation as a lever to amplify the best of human capability
    Automation as a lever to amplify the best of human capability
    Juha Berghall CEO & Co-Founder, ONEiO Cloud Corporation, & Iain Cameron User Services Manager, Digital and Information Servic Recorded: May 20 2020 11 mins
    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.
  • Unlocking the reality of AI & its growing value
    Unlocking the reality of AI & its growing value
    Kai Altenfelder Managing Partner, pro accessio GmbH & Co. KG & Simone Jo Moore Mixologist & Human API, SJM Recorded: May 20 2020 14 mins
    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?
  • Business Relationship Management - Rekindling the love affair
    Business Relationship Management - Rekindling the love affair
    Greg Sanker Senior IT Leader / Former CIO, State of Oregon & Tessa Troubridge Chief Executive Officer, Service Desk Institute Recorded: May 20 2020 12 mins
    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.
  • Beyond technology - The talent management imperative
    Beyond technology - The talent management imperative
    Matthew Burrows President, SkillTx & Suzanne van Hove CEO & Owner, SED-IT Recorded: May 20 2020 15 mins
    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
  • Experience-as-a-Service (EaaS) - Going back to our core
    Experience-as-a-Service (EaaS) - Going back to our core
    Deborah Burton,CEO at Instruqt & Paul Wilkinson Director, GamingWorks Recorded: May 20 2020 14 mins
    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.
  • About Experience IT
    About Experience IT
    Simone Jo Moore, Mixologist & Human API Recorded: May 20 2020 2 mins
    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.
  • Ask the Experts: What's Next for Service and Support
    Ask the Experts: What's Next for Service and Support
    Chris Chagnon, Worcester Polytechnic Institute; Ben Brennan, QSTAC; Evan Carlson, EasyVista; Andrew Gilliam, HDI Recorded: May 19 2020 60 mins
    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.
  • Demo: Using Hybrid NLU to Rapidly Build Conversational AI Solutions
    Demo: Using Hybrid NLU to Rapidly Build Conversational AI Solutions
    Siem Uittenhout, Presales Consultant at Artificial Solutions May 26 2020 9:00 am UTC 30 mins
    Never before have companies had to react to change as quickly as in the current times. Indeed, agility has become a crucial skill in a volatile, uncertain, complex and ambiguous environment. Companies that are not able to react quickly to unexpected crisis have an unclear future whilst for those companies that respond quickly to market demands are likely to have a bright future and come out of this crisis stronger than ever.

    In the conversational AI space, agility is illustrated by creating and deploying new solutions quickly.

    Yet the rapid deployment of AI has traditionally always been challenging as it typically requires vast amounts of data to train ML models. In addition, advanced intelligent assistants need to be able to interact with backend systems and are (or should be) accessible from a wide range of channels.

    In this webinar, Siem Uittenhout, Presales Consultant at Artificial Solutions, will demonstrate how Teneo, the leading conversational AI platform for the enterprise, has a unique hybrid approach that combines the best of linguistic and machine learning in one solution. This remarkable feature together, with other capabilities demanded by large multi-national enterprises, makes it possible to deploy advanced intelligent conversational AI solutions in a matter of weeks.

    Do not miss this opportunity to gain advantage towards your competition.
  • Hear about the ServiceNow Agile transformation journey
    Hear about the ServiceNow Agile transformation journey
    Debbra McGrath, Rani Pangam, Nick Tudisco May 26 2020 4:00 pm UTC 54 mins
    Like any enterprise, ServiceNow has a growing portfolio of IT projects and needed a way to improve quality of services and accelerate delivery cycles — ultimately creating value for business stakeholders. Our IT organization’s journey to adopt Agile transformed IT project management to enable smarter use of time, expertise, and resources.

    In this webinar, hear our IT practitioners discuss how our IT organization adopted Agile and SAFe® practices and solutions to transform IT project management and make smarter use of time, expertise, and resources. We’ll discuss our Agile journey, including the challenges we faced, the lessons we learned, and our future plans.

    Attend this webinar to….

    -Get insight into how our PMO and Agile delivery teams are accelerating time-to-market while increasing quality, employee satisfaction, and velocity by implementing an Agile methodology.
    -See how Agile and SAFe allowed us to improve planning accuracy, forecast work levels with more precision, and easily manage stories across sprints, backlogs, and epics.
    -Learn how Agile solutions provide a platform to pull software development lifecycle workflows together in one system and connect them to other activities already taking place in our enterprise.
  • Keep Connected Series Episode 2: Keep Contact Centres Connected
    Keep Connected Series Episode 2: Keep Contact Centres Connected
    Craig Palmer, John Greenwood, Nick Simms and Cary Cusumano. May 27 2020 3:00 am UTC 49 mins
    Welcome to ‘Keep Contact Centres Connected’.

    The ‘Keep Connected’ series was created to help businesses achieve continuity – and even discover better ways of working – in today’s increasingly uncertain landscape. In the second instalment, our panellists will be discussing how to keep contact centres connected and in touch with customers.

    In light of recent events, contact centres have been facing new pressures and have been all the more crucial to how organisations reach their audience. At the same time, contact centre teams are adapting to working from home and new processes.

    In this webinar, our online panellists will be talking you through the steps to take when your contact centre is adapting to change. They’ll be discussing fundamental considerations around whether your environment is set up to allow home workers to take payments, as well as practical challenges, for example, if your employees have the right equipment at home to enable them to do their jobs.

    They’ll also be exploring how to use social channels and automation to improve response times, and looking at the customer experience as a whole.

    Join us, as our panellists explore the key considerations in keeping contact centres connected in unusual times.

    Moderator:
    Craig Palmer – Director of Contact Centre Solutions, Verizon EMEA.

    Panellists:
    John Greenwood – Director of Thought Leadership, Compliance3 Limited.
    Nick Simms – Operational Resilience Director, Cornwood Consulting.
    Cary Cusumano – Customer Experience Designer, Verizon.
  • Remote Access in Industrial Environments
    Remote Access in Industrial Environments
    Paul Herda, Sales Manager Northern Europe May 27 2020 8:00 am UTC 90 mins
    Register for this Industry Days live webinar and learn about the current implementations of IT remote access solutions into Industrial Environments. Industry practiced architectures, like Virtual Private Networks (VPN), video conferencing, remote access and control software, Virtual Desktop Publishing (VDI) will be discussed, with high-level pros and cons on each option. Current implications of work-from-home market trends will be introduced in discussion with focus on privacy regulations and IT challenges in a live Q&A.
  • Secure Remote Access in Retail
    Secure Remote Access in Retail
    Sam Heiney, Director of Product Management, Netop Tech and Barry Cox, Global Product Line Manager at Toshiba May 27 2020 2:00 pm UTC 45 mins
    In this webinar, retail and security experts from Toshiba Global Commerce Solutions and Netop Remote Control will discuss in depth the reality of the challenges retailers are facing – and how to address them to protect employees, customers and the business itself. Using the right technology solutions, processes and managed services, it’s possible for retailers to quickly adjust and adapt to the changing business environment:
    -Secure remote access
    -Managed services
    -Implementation and ongoing support
  • Increase IT Visibility With CMDB Data Mapping in Your Service Desk
    Increase IT Visibility With CMDB Data Mapping in Your Service Desk
    Jason Yeary, Solutions Engineer, SolarWinds ITSM May 27 2020 3:00 pm UTC 30 mins
    Complex, evolving IT infrastructure makes it more challenging to deliver IT services. IT departments need a way to understand the relationships within the technology environment, especially in ITSM. This improves their ability to resolve incidents, troubleshoot problems, and execute changes.

    In this webcast, we’ll cover some easy ways to build a CMDB, map dependencies, and use that data to improve incident, problem, and change management practices. Join Jason Yeary, solutions engineer with SolarWinds ITSM, as he covers:

    - What an effective CMDB includes and how to build it
    - How to apply CI records and relationships to service delivery
    - The value of visually mapping technology dependencies
  • Stay Ahead of Your Competitors and Improve Agent Engagement
    Stay Ahead of Your Competitors and Improve Agent Engagement
    Noel Roberts, CTO / VP of Marketing, Aria May 27 2020 6:00 pm UTC 60 mins
    Across the board, agent behavior is changing and their tasks are becoming more complex. New tools and methods were not being well leveraged even prior to the surge in at-home agents. The results are that agent engagement has been dropping while the forced work-at-home situation has made engagement even more challenging. This in turn is causing issues with both agent and customer experience.

    During this webinar we'll explore changing, new, and emerging ways to improve the agent experience through agent enablement, agent assistance, and automation, and how you can shift your organization and improve the customer experience.
  • AIOps for your business services
    AIOps for your business services
    Chanda Dani, Sr. Director, Product Marketing, ITOM, and Usman Sindhu, Sr. Technical Product, ServiceNow Jun 2 2020 3:00 am UTC 61 mins
    Gartner states that in four years, 40% of large enterprises will combine big data and machine learning functionality in IT Operations. ServiceNow IT Operations Management (ITOM) and IT Service Management (ITSM) form a complete solution to eliminate service outages which includes key artificial intelligence for IT Operations (AIOps) capabilities.

    With digital transformation, the ops management role expands to aid both the bottom line and top line. Extend service management technologies to make your operations service aware. Learn about 3 ways AIOps from ServiceNow simplifies operations for business services which include:

    - Gain visibility into your entire operations footprint across on-premises and cloud
    - Maximise service uptime
    - Optimise service delivery and spend.
  • Help Customers Help Themselves: 3 Digital Self-Service Strategies That Work
    Help Customers Help Themselves: 3 Digital Self-Service Strategies That Work
    Mike Raley, SVP Marketing - Coveo; Ezmie Bouchard, Product Manager - Coveo; John Ragsdale, VP Research, Technology - TSIA Jun 2 2020 5:30 pm UTC 47 mins
    Many organizations planned to improve their digital self-service offerings in some way this year: investing in chatbots, in-product help, communities, knowledge management, video content, search, and more. But given the new reality we’re all living in, your customers need better digital self-service now. It just can’t wait.

    This research-based briefing designed to help you quickly adapt to your customers’ needs for self-service - and take the pressure off your contact center - fast. You’ll learn the practices of digital experience leaders from Informatica, Ellucian, VMware, Tableau, and others which are proven to:

    - Help customers easily find information on their own, using the data and knowledge you already have.

    - Connect customers with answers where they are and enable them to resolve issues using your lowest-cost channels.

    - Reduce the pressure on your support engineers by empowering them with swift access to all of the contextually relevant knowledge they need to solve cases.
  • Keep Connected Episode 3: Enabling and Securing the Remote Workplace
    Keep Connected Episode 3: Enabling and Securing the Remote Workplace
    Tony Judd, Verizon’s UK MD, and Stephen Keenan, Executive Director, Client Services – EMEA, Verizon Business Group. Jun 3 2020 3:00 am UTC 45 mins
    Welcome to ‘Keep connected: enabling and securing the remote workplace'.

    The ‘Keep Connected’ series was created to help businesses achieve continuity – and even discover better ways of working – in today’s increasingly uncertain landscape. In the third instalment, our panellists will be discussing the core network and security implications behind the recent shift to home working.

    As organisations of all shapes and sizes have adapted to enable fully remote workforces, new questions are being asked of the underlying network infrastructures we all depend on. Systems and processes built for an office-based world of work are now flexing and evolving to ensure critical apps and tools can be accessed seamlessly – and securely – from practically anywhere.

    This webinar features Tony Judd, Verizon’s UK MD, and Stephen Keenan, Executive Director, Client Services – EMEA, Verizon Business Group. They will look in detail at what some of the UK’s biggest commercial operations have learned while tackling the new technical challenges created by the dramatic change in working patterns.

    Join us as we discuss the latest best practice in terms of connectivity and business continuity – and explore what implications current events might have for the future of work itself.
  • Next Generation Technologies and Cybersecurity
    Next Generation Technologies and Cybersecurity
    Dave Grady, Verizon Chief Security Evangelist; Damon Hopley, Senior Manager Product Management Jun 3 2020 2:00 pm UTC 75 mins
    From artificial intelligence (AI) and 5G to blockchain and machine learning, next-generation technologies help enable companies to run faster, smarter and better than ever before. However, there are potential risks that come with the rewards of deploying next-generation technologies.

    Business leaders—those who specialize in IT and those who don’t— should join this panel discussion to learn how to cut through the hype to better understand the link between innovative technologies and cybersecurity.

    In this webinar you will learn:
    - Latest trends in cybersecurity including the application of IoT, 5G, MEC (Mobile Access Edge Computing) and Blockchain to security challenges
    - Understand the risks association with implementing the new technologies
    - Review importance of a strong foundation before implementing new technologies
  • How Deloitte uncovers hidden SAM opportunities on a single platform
    How Deloitte uncovers hidden SAM opportunities on a single platform
    Dave Dawson, Global Leader, Software Asset Management, Deloitte Jun 3 2020 3:00 pm UTC 52 mins
    Your organization needs a complete picture of your IT infrastructure - what’s deployed, who’s using it, and whether it’s up to date. After all, your IT team can’t protect what it can’t manage.

    The right Software Asset Management (SAM) application is now an essential component to managing enterprise software spend, both for compliance and reducing licensing complexity.

    Sign up for our webinar, hosted by Dave Dawson, a principal in the Deloitte U.S. Risk and Financial Advisory practice. By attending, you’ll learn the potential risks your business may face without a formal SAM strategy - and uncover hidden SAM opportunities you may be missing.
    Hosted by:
    Dave Dawson, Global Leader, Software Asset Management, Deloitte

    -Find opportunities you’re currently missing to save on software costs
    -Help stay audit-ready and increase visibility of license and compliance positions
    -Unlock software savings faster with intuitive workflows on a single platform
  • HP Education: Cybersecurity in the Age of Teach and Learn from Home
    HP Education: Cybersecurity in the Age of Teach and Learn from Home
    Mike Belcher, HP Director EdTech Innovation Jun 3 2020 5:00 pm UTC 60 mins
    Colleges, universities and K12 institutions have had to transition to a remote learning and working model, therefore it has become crucial to protect students’, faculty’s, and research department’s PCs and printers.

    To help you tackle the special challenge of cyber safety while researching, teaching and learning from home, please join us for a webinar to learn about the best practices for securing your institutional interests and devices while operating in the new norm.

    Learning Points:
    - How K12 and university institutions can protect students’, faculty’s, and research department’s PCs and printers remotely
    - Best practices for securing sensitive information and devices while operating in the new norm
    - Real examples of security initiatives taken from academic peers

    Join HP's speakers for this in-depth security discussion
    - Mike Belcher, HP Director EdTech Innovation
    - Rick Griencewic, HP Senior Security Advisor

    And Our Guest Speaker
    - Daniel Mincheff, Chief Information Officer at Northeast Wisconsin Technical College
  • Securing Healthcare Transformation: Cybersecurity Trends and Insights
    Securing Healthcare Transformation: Cybersecurity Trends and Insights
    Dave Grady, Verizon Chief Security Evangelist and Ann MacKay, HIMSS Insights Practice Lead Jun 3 2020 6:00 pm UTC 75 mins
    Cybersecurity is a key challenge for healthcare organizations, especially as they embrace Digital Transformation. A recent HIMSS survey of IT and security influencers at provider organizations clearly shows that cybersecurity – for better or worse – plays a critical role in advancing the delivery of care and revolutionizing the patient experience. Done right, cybersecurity programs can enable innovation. Done wrong, security programs can slow progress and introduce more risk.

    Join Ann Mackay, Insights Practice Lead at HIMSS Media and David Grady, Chief Cybersecurity Evangelist share insights from new research on information security in healthcare.
    You’ll learn about:
    - How concerns about cybersecurity impede innovation in healthcare
    - Which security threats are most relevant and damaging to healthcare organizations
    - How IT leaders and healthcare executives prioritize IT and security investments
    - How healthcare consumerism influence IT innovation and how it illustrates the importance of cybersecurity
    - Why internet stakeholder engagement is so important to healthcare organizations as they embrace Digital Transformation
  • How SwissQPrint Brought Field Operations Up to the Next Level with Tech Content
    How SwissQPrint Brought Field Operations Up to the Next Level with Tech Content
    Johannes Müller, Bruno Fraissinede, Alex Masycheff Jun 4 2020 3:00 pm UTC 60 mins
    Providing excellent customer service that keeps your customers happy without driving up service costs is always a challenge.

    It becomes even more critical when you have thousands of customers and their number is growing. How can you scale your business and still make customer service cost-efficient?

    Join DITAToo and Fluid Topics for a webinar we are conducting with SwissQprint, a maker of high-end digital printing systems, and learn how SwissQprint:

    * Restructured their customer service into field service and training department.

    * Realized that PDFs were not efficient in providing customers and service teams with relevant and useful information.

    * Provided customers and field operations with self-service platforms for delivering personalized content on spare parts and product documentation.

    * Provided service engineers with access to the most up-to-date product information.

    * Changed the service culture from "call for solution" to "information self-service".

    * Received return-on-investment and additional benefits.

    Presenters:

    * Johannes Müller, Head of Technical Communication and Quality Management at swissQprint

    * Bruno Fraissinede, Sales Manager at Antidot, makers of FluidTopics

    * Alex Masycheff, CEO at Intuillion, makers of DITAToo DITA CCMS
  • Taking Continual Service Improvement to Another Level with COBIT Implementation
    Taking Continual Service Improvement to Another Level with COBIT Implementation
    John Jasinksi Jun 4 2020 4:00 pm UTC 60 mins
    This webinar will focus on industry resources available to help you improve management of your IT Service Management (ITSM) program. The opportunity points towards improving both management and governance. This session will give you an unique perspective on blending ITIL and COBIT improvement guidance with program structure, improvement, change enablement constructs from John Kotter and Plan-Do-Check-Act from Ed Deming. Using a repeatable approach will be emphasized. The COBIT 2019 Implementation book, which provides a playbook / template, will be covered in detail.
  • Transform IT to deliver more growth-oriented innovation
    Transform IT to deliver more growth-oriented innovation
    Darren Hamway, Portfolio Manager, Tiffany & Co. and Bruce Randall, Director, Product Marketing-ITSM, ServiceNow Jun 9 2020 3:00 am UTC 56 mins
    Digital transformation means transforming IT. Whether increasing productivity, driving insights, delivering innovation, or simply providing a consumer-like experience for employees; IT has proven to be an indispensable element in business success.

    Join Darren Hamway, Portfolio Manager/ IT Project Management Officer, Tiffany & Co. along with Bruce Randall, Product Marketing – IT Service Management Director, ServiceNow as they discuss how Tiffany & Co. has successfully increased IT throughput and productivity with ServiceNow.

    In this webinar you will also learn:

    - How modernised IT can help drive digital transformation for you and your business
    - How to deliver innovation without negative employee impact, or breaking the bank on infrastructure and resources
    - How combining IT Service Management and IT Business Management helps to deliver new innovations
    - How to transition from successful IT Service Management to successful IT Business Management
  • 2020 Data Breach Investigations Report (DBIR) Key Findings
    2020 Data Breach Investigations Report (DBIR) Key Findings
    Alex Pinto and Gabriel Bassett Jun 9 2020 3:00 am UTC 63 mins
    This is the 13th edition of the Data Breach Investigations Report (DBIR). Join the discussion with Alex Pinto and Gabriel Bassett, as they reveal key findings on global cyber security breaches and threat patterns faced by businesses and organizations.

    Speakers:

    Alex Pinto
    Distinguished Engineer and Team Manager
    Data Breach Investigations Report (DBIR)
    Verizon Business Group

    Gabriel Bassett
    Data Breach Investigations Report (DBIR) Co-author
    Verizon Business Group
  • Beyond Covid-19: Reshape your Business Strategy with Conversational AI
    Beyond Covid-19: Reshape your Business Strategy with Conversational AI
    Chris Tew & Alexander Hoffmann Jun 9 2020 8:00 am UTC 60 mins
    The world has fundamentally changed since the start of 2020 as businesses frantically work to adapt to the new normality driven by COVID-19. Where the growing cost of contact centre operations was once king, scalability and continuity of service will be the new master!

    One of the ways in which companies are increasingly building this continuity, resilience and scalability is to embrace conversational AI to help reshape their strategy for business operations, people and assets.

    It is now time to reimagine the future and start planning decisively.

    In this thought-provoking webinar, Artificial Solutions’ VP Chris Tew and AI specialist Alexander Hoffmann will present how companies around the world are leveraging Conversational AI in innovative ways and putting themselves in pole position to strategically benefit from the technology in delivering resilient, efficient and agile customer service. The speakers will also showcase a live solution.

    This webinar will arm you with all the information you need to understand the ‘Why’, ‘How’ and ‘What’ you need to do to successfully implement Conversational AI in your organization.
  • Driving Consistency and Reducing Downtime with ITIL Change Management
    Driving Consistency and Reducing Downtime with ITIL Change Management
    Tim Lawes, solutions engineering manager, SolarWinds ITSM Jun 10 2020 3:00 pm UTC 30 mins
    IT change management, done well, can help IT maintain business continuity. Done poorly, it can be layered and complex, leading to downtime and widespread disruption. Classifying types of changes, building change records from scratch, and constantly chasing approvals are common bottlenecks in change management processes—all hurdles that ITIL 4 attempts to address.

    Join Tim Lawes, solutions engineering manager with SolarWinds ITSM, to learn some practical tips for identifying types of changes, templatizing change requests and record creation, and automating change workflows proactively.

    What you’ll learn:
    -How to avoid disruptions caused by poorly planned or inconsistent change processes
    -Cutting out manual steps of workflows and approval processes
    -Collecting necessary data to evaluate risk quickly
    -Connecting key stakeholders, including CAB members, to pertinent information with every change record
  • 2020 Data Breach Investigations Report CISO Panel Discussion
    2020 Data Breach Investigations Report CISO Panel Discussion
    Mike Johnson, Christopher Porter, Alex Pinto, David Grady Jun 11 2020 3:00 am UTC 64 mins
    The 2020 Verizon Data Breach Investigations Report, now in its 13th year, is an annual industry benchmark for information on global cyber security breaches and threat patterns—information used by organizations to make critical security program decisions. Join our panel of CISO experts and Alex Pinto for a discussion about 2020 DBIR key findings and what those mean for the cyber security industry. The answers you want, straight from the experts.

    Moderator:

    David Grady
    Security Evangelist
    Verizon Business Group

    Speakers:

    Alex Pinto
    Distinguished Engineer and Team Manager
    Data Breach Investigations Report (DBIR)
    Verizon Business Group


    Christopher Porter
    Chief Information Security Officer (CISO) at Fannie Mae

    Michael Johnson
    Chief Information Security Officer (CISO) at Fastly
  • How ServiceNow is changing IT self-service for its employees
    How ServiceNow is changing IT self-service for its employees
    Rajeev Sethi, Mirza Baig, Bruce Randall Jun 11 2020 4:00 pm UTC 55 mins
    The right IT service management can greatly shape and influence employee engagement and productivity. After all, employees want to grow with their organization and a self-service, frictionless interface that enables them to get work done provides an all-around win-win.

    Join our webinar and hear the Now on Now story. See how we’re changing IT self-service for our employees: transforming our organization’s culture and improving the overall mindset in the process. You’ll learn how ITSM Professional on the Now Platform® empowers us to:

    -Provide an employee-centric, role-based portal-improving efficiency and productivity
    -Focus on making the digital employee experience a journey, not an endpoint
    -Offer greater personalization, resulting in a more satisfying employee experience
  • How a healthy CMDB helps you deliver great service quality
    How a healthy CMDB helps you deliver great service quality
    Richard Brounstein, Solution Architect, Drew Hart, Product Manager, and Lisa Wolfe Sr. Manager Product Marketing, ServiceNow Jun 16 2020 3:00 am UTC 55 mins
    When an outage occurs, the IT operations team is bombarded with thousands of events coming from their siloed monitoring systems and overwhelming their inbox. Sifting through these events to get to the critical few takes a significant amount of time; and if your business services are mapped manually, there is a high likelihood the IT resources supporting these services have changed. While your team is actively trying to identify the services impacted, the business itself is losing money and customer satisfaction.

    Join this webinar to learn how to cut through the infrastructure noise-identifying and responding to service outages more quickly and intelligently.

    During the webinar you will also discover how ServiceNow CMDB and Event Management enables you to:

    - Deduplicate and filter events across all monitoring systems, turning a flood of events into a trickle of meaningful alerts
    - Bind alerts to corresponding CIs in your CMDB, so you know which IT components are affected and who is responsible for diagnosing and fixing them
    - Correlate events using service maps in the CMDB to determine business service health
  • Improve CSAT, Increase Audience, Expand Catalog
    Improve CSAT, Increase Audience, Expand Catalog
    Sudie Bennett and Denise Riddell Jun 16 2020 3:00 pm UTC 48 mins
    Automating global services and managing them through a single IT services portal built for enterprise is the dream of many in Senior IT. AstraZeneca, a global pharmaceutical company, made that dream a reality with ServiceNow. And, it was so successful, their Finance and HR departments cloned their approach for their own portals.

    Join us for this in-depth look at how AstraZeneca combined knowledge management, improved request and catalog management, and more. You’ll get insight into the best practices that can help drive your own digital transformation to better self-service.

    Attend this webinar and:

    -Get practical insight into launching an IT self-service portal for a global internal audience through a gradual build based on customer feedback
    -Discover ways to incorporate multiple IT services into a one-stop-shop to enable the full self-service experience
    -Find out how a self-service portal is just the first step in a process of continuous improvement-one that can offer multiple languages, chat and virtual agent services, and ServiceNow-to-Workplace integration
  • The Service Level Management Practice in ITIL 4: Keeping It Green
    The Service Level Management Practice in ITIL 4: Keeping It Green
    Donna Knapp, The ITSM Academy; Liz Beavers, SolarWinds; Roy Atkinson, HDI (moderator) Jun 16 2020 5:00 pm UTC 60 mins
    Customer expectations are continually rising, and that’s not likely to change anytime soon. At the same time, IT leaders are feeling the pressure to do more with fewer resources and smaller teams. Finding the right balance between cost, quality, and speed has never been more challenging, yet it’s one of the most important decisions we must make.

    The newly revised practice of service level management in ITIL 4 helps support centers and customers alike. Yet, according to HDI research, while three-quarters of organizations plan to or have adopted ITIL, only 41% have implemented service level management. This is an enormous missed opportunity to deliver quantifiable value to the businesses we serve!

    This webinar examines how effective service level management can help your team to set customer expectations, measure what matters, and quantify the value your support center brings to the business. You will learn about:

    * The improvements made to the service level management practice in ITIL 4
    * Collaborating effectively with customers and sponsors to establish business-based service targets
    * Avoiding the "watermelon effect" by managing service from the inside-out, ensuring that service level agreements reinforce desired business outcomes
    * Determining which metrics matter for your support center, and monitoring and improving service delivery continuously