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  • The State of the Industry: A Mid-Year Research Roundup
    The State of the Industry: A Mid-Year Research Roundup
    Roy Atkinson, Sr. Writer/Analyst Recorded: Jun 18 2019 61 mins
    HDI conducts extensive research throughout the year. In this webinar, we will review our 2019 research to date, examine what it means for the industry, and suggest areas that leaders should be paying attention to, including possible courses of action. We will review the latest findings on:

    •Knowledge management, including self-help/self-service
    •Staffing and compensation findings, including industry health indicators
    •Emerging technologies
    •Consequences for metrics

    Who Should Attend:

    •Service desk/support center directors, managers, supervisors, and team leads interested in understanding why knowledge management and emerging technologies are the key to the future
    •Support center/service desk leaders who need information about the current state of the industry
  • 6 Ways to Increase Self-Service Success on Your Support Portal
    6 Ways to Increase Self-Service Success on Your Support Portal
    David James, Director, Product Marketing, Coveo Recorded: Jun 18 2019 36 mins
    It’s no surprise when it comes to resolving issues and finding information, customers prefer self-service. And organizations prefer it because it dramatically reduces support costs. But if you want to make great self-service a reality on your support portal, you need to give customers an intelligent and intuitive search experience and proactively recommend content that can help.

    Join us for this live webinar to learn the 6 best practices to increase self-service success & boost case deflection.

    In this webinar, we will:

    -Dive into what great self-service looks like and show you the formula for creating relevant support experiences
    -Share case study examples of successful support portals and communities using Coveo
    -Answer questions about AI-powered search capabilities

    If you’re a Customer Service Innovator, a Community Manager, or interested in the latest self-service trends, you won’t want to miss this info-packed session on the power of AI-powered search to boost customer self-service.
  • Game On! Using Gamification to Increase Performance and Employee Retention
    Game On! Using Gamification to Increase Performance and Employee Retention
    Casey Kostecka, Convergent Recorded: Jun 12 2019 55 mins
    Gamification is still a hot topic within the contact center world. Most contact center leaders understand the appeal of incorporating game mechanics into their operations and can visualize the excitement and subsequent employee engagement the games will promote. Yet most contact centers still haven't implemented gamification due to the limited real world ROI information available.

    Convergent Outsourcing utilizes games tied to key performance metrics and has found the program to be very successful. During this webinar, Casey Kostecka will share Convergent's gamification experience, actual metric improvement results, and ROI data.
  • How to Create a Self-Service Portal that Revolutionizes the Employee Experience
    How to Create a Self-Service Portal that Revolutionizes the Employee Experience
    Matt Klassen, VP of Product Marketing, Cherwell Software Recorded: Jun 12 2019 46 mins
    IT teams are under increasing pressure to deliver a service experience that meet both the needs and the expectations its users. As today’s workforce comes to expect greater self-sufficiency, along with personalized and instantaneous service, IT organizations must establish a self-service strategy that elevates—if not revolutionizes—the employee experience.

    In this webinar, Matt Klassen, VP of Product Marketing for Cherwell, will discuss how (and why) the employee experience has become central to mission of IT, and why the IT self-service portal must become the new “face of IT.” He will offer practical guidance on how to create an IT self-service portal that:

    • Maximizes portal utilization and engagement
    • Automates and streamlines the request and fulfillment process
    • Provides the visibility needed to spot trends and identify areas for improvement
    • Improves productivity for both IT staff and employees
  • Setting a New Standard for Customer Support
    Setting a New Standard for Customer Support
    Vikas Bhambri, SVP Sales & Customer Experience Recorded: Jun 7 2019 31 mins
    Contact center leaders are facing the most demanding environment of their careers as the expectations for customer service continue to rise amid an increase in competitive threats. For these leaders and their companies, maintaining loyalty and growing their businesses means reimagining customer service.

    View this session to learn how Kustomer can help you drive personalized, efficient, and effortless customer service including:

    -Accelerate customer conversations and eliminate tedious questions by providing a holistic view of the customer.
    -Give your customers and agents the freedom to switch between different channels as needed during a conversation for a true omnichannel experience.
    -Save time and money by automating even your most complex processes using intelligent customer service software.
  • Reducing Agent Effort and Lowering AHT for a Better CX
    Reducing Agent Effort and Lowering AHT for a Better CX
    Roger Lee, Director - Customer Success, Gridspace Recorded: Jun 6 2019 62 mins
    Providing an effortless employee experience is critical in delivering memorable customer service. How do you ensure that your customer service professionals are communicating accurate and complete information when they interact with your customers/clients? How do you know your customer service professionals are providing appropriate products/solutions to better serve your customers/clients?

    Join us for this discussion in which Roger Lee, Director - Customer Success for Gridspace, will share his thoughts on how to utilize machine learning speech analytics to provide agent assistance to improve both the employee and customer experience.
  • 5 Ways To Turn Your Meeting Rooms Into Productivity Powerhouses
    5 Ways To Turn Your Meeting Rooms Into Productivity Powerhouses
    Highfive and Dolby Laboratories Recorded: Jun 6 2019 45 mins
    How people work and collaborate has changed drastically over the past few years. Teams want the freedom of mobility paired with their own device. And while more work is happening remotely, they also want the option to huddle up.

    Video conferencing solutions were supposed to be the answer. However, legacy solutions remain costly, clunky, and challenging for both IT and end users.

    Join us Thursday, June 6th as we host noted collaboration analyst David Maldow, CEO & Founder of Let's Do Video for "5 Ways to Turn Your Modern Meeting Rooms into Productivity Powerhouses".

    During this live webinar you’ll discover:
    - Why meeting room video hasn’t met expectations.
    - Ways that hardware and software can work together to eliminate barriers to video collaboration.
    - How to modernize meeting rooms so remote workers feel like they’re there.
    - How IT teams can better meet the needs of workers’ demand for flexibility

    Register today!
  • Take the Pain Out of ITSM Tool Selection - 5 Tips to Simplify the Process
    Take the Pain Out of ITSM Tool Selection - 5 Tips to Simplify the Process
    Stephen Mann of ITSM.tools and Matt Klassen, VP of Product Marketing, Cherwell Software Recorded: Jun 5 2019 62 mins
    The IT industry continues to see a high level of IT service management (ITSM) tool churn, along with the associated pain. In order to stop this cycle of tool replacement, and to achieve your goals, your IT team needs to optimize its approach to ITSM tool procurement, delivery, and use—starting with getting the ITSM tool selection process right.

    Please join this webinar with Stephen Mann, of ITSM.tools, to understand how to select the ITSM tool that best fits your organization’s goals, maturity level, and budget. It will include valuable takeaways, such as:

    1.The most common reasons for ITSM tool replacement
    2.How create an RFP that focuses on desired outcomes, not just features and functions
    3.The key capabilities required for modern—and ongoing—ITSM success
  • 3 Key Strategies to Re-Imagine Agent Onboarding
    3 Key Strategies to Re-Imagine Agent Onboarding
    JD Dillon, Principal Learning Strategist, Axonify Recorded: May 30 2019 57 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.
  • No Call Center Agent LIkes to Feel Stupid
    No Call Center Agent LIkes to Feel Stupid
    Greg DeVore, CEO, ScreenSteps Recorded: May 29 2019 5 mins
    Is your training making your agents feel confident or stupid? Nobody wants to feel stupid. Nobody wants to be asked a question that they don't have the answer to. By changing how you train and support your agents you can remove any feelings of inadequacy and instead help your agents be confident and successful, even when they don't know all the answers.
  • Mobile Device Management 101
    Mobile Device Management 101
    Veronica Batista 
Manager, Global Business Development SMB Recorded: May 29 2019 35 mins
    Join us to learn more about Mobile Device Management basics. We'll talk through what's possible with MDM and your Apple devices, best practices for enrollment and management, and discuss the value of the App ecosystem to provide the best experience for your end users or customers.
  • Enrich Shopper Experience & Handheld Device ROI with Integrated Communications
    Enrich Shopper Experience & Handheld Device ROI with Integrated Communications
    Todd Carothers, EVP of Marketing, Sales & Product at CounterPath and Scot Stelter, Senior Manager Global Product at Honeywell Recorded: May 29 2019 60 mins
    In this age of instant gratification and rapid fulfillment, consumers expect to find what they want quickly. How can retailers become agile and quick-moving while facing fierce competition? While handheld computers, scanners and rugged devices are being used for inventory management and other functions in the retail environment, the path to higher organizational productivity and competitive edge, lies in transforming retail processes without having to reinvent the wheel. By empowering these devices with portable phone capabilities, retailers can future-proof their employee communications and provide a better standard of support to their customers.

    Co-presented by industry leaders Honeywell and CounterPath, this webinar highlights how voice and messaging solutions when integrated with handheld computing devices improves communication, employee productivity and the customer experience. Learn how advanced voice solutions transform handheld computing devices into an extension of the existing corporate phone system. Incorporating voice and messaging functionality with handheld and scanning devices improves the ROI by delivering new and increased functionality.

    Key learnings:
    • Emerging trends in mobile and handheld computing for retailers
    • How VoIP and Messaging solutions are enhancing customer satisfaction and employee productivity
    • Benefits of Unified Communications as part of an omnichannel strategy
    • How VoIP solutions increase the ROI for mobile computing solutions
    • How to remotely deploy and manage your voice and messaging solutions across your handheld devices from a centralized provisioning platform.
    • Using VoIP and Messaging to increase retail loss prevention effectiveness
  • Customer Service Today: How ServiceNow is Revolutionizing Customer Experience
    Customer Service Today: How ServiceNow is Revolutionizing Customer Experience
    Ajay Gautam, Richard Norton, Meghan Lockwood Recorded: May 28 2019 57 mins
    On Tuesday, May 28th, CSM Practice Lead, Ajay Gautam, and ServiceNow Architect, Richard Norton, are teaming up for a ServiceNow Customer Service Webinar to teach you how to revolutionize your customer experience.

    - Find out what your customers are looking for
    - Learn about customer frustrations (and how to prevent them) plus the customer journey and business drivers
    - Get insight on how ServiceNow CSM can help you
    - Review a handful of CSM use cases we see with our clients
  • CMDB - Guaranteed! Maintaining a Functional CMDB
    CMDB - Guaranteed! Maintaining a Functional CMDB
    Sherief Farid Recorded: May 23 2019 95 mins
    Configuration Management Databases play an important role in Service Transition and Operations. However, IT organizations tend to find a challenge in maintaining and supporting a Functional CMDB.



    In this webinar, we'll discuss tested effective methods to keep your CMDB Healthy. Configuration Management and its role (recap / reminder).



    What makes a CMDB functional?
    Success factors that contribute to the maintenance of a healthy CMDB.
    How can ITIL v4 help to empower Configuration Managers?
  • HP Tech Cafe Walk-up Center
    HP Tech Cafe Walk-up Center
    HP Recorded: May 22 2019 2 mins
    Solve tech problems and keep employees IT happy with HP Tech Café Walk-up Center, an center that offers face-to-face support from trained customer engineers. It’s an onsite location for employees to resolve issues that arise due to today’s ever-growing mix of devices and peripherals, new software, and security risks.
  • HP Tech Café Market
    HP Tech Café Market
    HP Recorded: May 22 2019 3 mins
    The anytime, self-service vending and storage solution. With Tech Café Market your employees can have instant access to accessories and loaner devices, so they can be more productive and get back to work quickly.
  • Tech Support For The Modern Workplace
    Tech Support For The Modern Workplace
    HP Recorded: May 22 2019 3 mins
    Technology makes us all more efficient - until something goes wrong. Ensure your employees are always tech ready with HP Tech Cafe Market, a 24/7 self-service solution, and HP Tech Cafe Walk-up Center, a customized space for face-to-face support
  • The Hidden Costs of Employee Attrition
    The Hidden Costs of Employee Attrition
    Ron Davis, Tenacity Recorded: May 22 2019 58 mins
    CCNG conducted a survey of its members to see how they measure the cost of attrition. The findings surprised us!

    Join us for this webinar as we learn from your peers how to properly measure attrition costs, and discover what steps you should take to prepare your organization to address this chronic problem.

    During this webinar with Ron Davis of Tenacity, we will discuss:
    *What your peers are doing to measure the costs of attrition
    *Key errors to watch out for when you calculate your costs
    *A framework that any executive can use in order to comprehensively measure the costs of attrition
  • Practical Ways to Boost Agent Morale
    Practical Ways to Boost Agent Morale
    Jeff Toister (Toister Performance Solutions, Inc.); Darryl Addington (Five9); Erica Marois (Moderator) Recorded: May 22 2019 62 mins
    Is agent morale a top challenge for your team? Pizza parties, contests, and ping pong tables are fun, but they’re not enough to move the needle. Even leaders with the best intentions tend to struggle to get agents to bring their best selves to work each day. The result? Disengaged agents, poor service, and frustrated customers. It doesn’t have to be that way! Join us on May 22 to find out how you can practically refine your people, process, and technology strategies to overcome some of the common obstacles to high morale and engaged employees.

    During this webinar, you will learn:

    - The counterintuitive reason why motivation is a top challenge for contact center agents.
    - A critical link between agent morale & empowerment that's vital to delivering extraordinary customer experiences
    - How Five9 Genius™ Intelligent Cloud Contact Center can empower your agents, helping you transform both the employee and customer experience

    Join us for an interactive and informative hour, filled with practical tips, and complete with live audience Q&A.
  • Integrating Knowledge Management and Virtual Agents for Self-Service Success
    Integrating Knowledge Management and Virtual Agents for Self-Service Success
    Chris Chagnon (Worcester Polytechnic Institute); John Prestridge (EasyVista); Megan Selva (Moderator) Recorded: May 21 2019 59 mins
    Knowledge management is more critical than ever. Advanced technologies, such as virtual agents, chatbots, and AI, require that organizations have knowledge organized and accessible to the “smart machines.” One of the goals of knowledge management is to provide self-help for customers and end users. Organizations want to provide this kind of assistance, for reasons including ongoing cost savings and reducing contact demand on the service desk, but many have been met with mixed results, especially in terms of adoption.

    What if, regardless of where users are—in a collaboration tool, on an intranet site, or elsewhere—knowledge was readily available and provided guided help through virtual agents, chatbots and other advanced technologies? The whole experience of accessing and consuming knowledge would be different, empowering people to get on about their work seamlessly.

    In this webinar, we’ll discuss 3 steps you need to consider to successfully integrate advanced technologies and knowledge management to raise the level of self-help support in your organization:

    1. Adopt foundational AI capabilities focused on improving context and relevancy
    2. Deliver knowledge experiences rather than knowledge articles
    3. Make self-service available from collaboration platforms, websites, self-service portals, and more.

    This webinar will help you form your strategies and set your goals for the acquisition and use of emerging technologies.
  • Linguistics + Machine Learning = The Ultimate Conversational AI Experience
    Linguistics + Machine Learning = The Ultimate Conversational AI Experience
    Tim Bartz, Yelena Kasianova Recorded: May 21 2019 45 mins
    The buzz around Deep Learning and Big Data have led many decision-makers to believe that Machine Learning alone can recognize intent and provide proper responses without human supervision. Real-world experience proves otherwise.

    Our unique patented hybrid approach is flexible and allows enterprise personnel to use linguistic tools to train an AI Assistant into more than an advanced FAQ bot, even without data. Thus collected data from multiple sources is used as context to optimize the solution’s ability to carry on natural language dialogs, embodying the tone, personality, and other attributes consistent with the company’s brand.

    Join Tim Bartz, EMEA Presales Consultant at Artificial Solutions as he demos Teneo's Hybrid capabilities.

    -

    Introducing Teneo Developers, a new comprehensive resource to allow enterprise developers and partners fast access to experience the power of Teneo. Visit www.teneo.ai to get started for free.
  • Creating an Effortless Employee / Agent Experience - An Interview with Roger Lee
    Creating an Effortless Employee / Agent Experience - An Interview with Roger Lee
    Roger Lee, Director Customer Success, Gridspace Recorded: May 20 2019 7 mins
    We hear a lot about ensuring our customers have an "effortless" experience. But what about our agents? How do we ensure our agents have the tools and information they need to maximize their time while engaging with a customer?

    Watch this brief 7-minute video where CCNG's David Hadobas and Roger Lee, Director Customer Success for Gridspace, discuss some key points for an upcoming live webinar on June 6th. Reserve your seat now and bring your questions so you can be be part of the discussion!
  • Building Your CX of the Future -- Take the First Steps Today
    Building Your CX of the Future -- Take the First Steps Today
    Chris Bauserman, VP Segment and Product Marketing, NICE inContact Recorded: May 16 2019 61 mins
    Building a best-in-class customer service team and customer-centric organization is a marathon, not a sprint. Your customers, and your c-suite, are pressuring you to innovate and improve. But how do you take the first step and keep on pace on your transformation -- while executing on the daily operational pressures?

    Join CCNG and Chris Bauserman, VP Segment and Product Marketing for NICE inContact, for a discussion and set of tools that you can use to benchmark your operations and identify the next best action your organization can take to build your CX of the future.

    We will discuss:
    - New consumer research: How are your customers' expectations changing?
    - CX Maturity Model diagnostic: Where do your CX operations stack up vs. your peers?
    - Personalized next steps: What 2019 hot topics are right for you to adopt?
  • How To Elevate ITSM Performance With AIOps
    How To Elevate ITSM Performance With AIOps
    Dominic Wellington, Moogsoft VP of Strategic Architecture Recorded: May 16 2019 44 mins
    Join Cherwell and Moogsoft for a webinar discussing how ITSM can be extended beyond simple ticketing to cover new collaborative ways of working. Integration of human expertise and AI-powered automation is the new reality in the network management center. Changes to processes and models are required to support the complexity and accelerating rate of change of modern IT infrastructures. As ongoing digital transformation drives increasing expectations of IT performance, a new multi-vendor IT Operations toolchain is emerging.

    Today we’ll discuss:
    •What is AIOps and how it’s defined by analysts
    •How to solve key challenges in an organization using AIOps
    •How to move key initiatives forward using AIOps
  • How We Approached Evaluation of ALM Octane and Now Run Agile Testing
    How We Approached Evaluation of ALM Octane and Now Run Agile Testing
    Gerd Fladrich, Risang Sidik Recorded: May 16 2019 60 mins
    This webinar is brought to you by the Vivit Testing Quality ALM Special Interest Group (SIG).

    Join this webinar that will demonstrate how BNP Paribas started and performed evaluation of ALM Octane and is now using the tool to run complete agile testing lifecycles. The testing lifecycle will be presented as a live demo that follows Behavior-Driven Development (BDD) methodology and uses Gherkin notation for defining test suites.

    The testing lifecycle starts with definition of requirements and user stories, heavily builds on test automation and advanced reporting, manages and synchronizes defects across tools, and feeds learnings from testing back into the requirements. It uses an integrated development and testing infrastructure including products like Confluence, Jira, Micro Focus ALM, Micro Focus ALM Octane, Jenkins, GIT, Cucumber, IntelliJ, TestCafe, and others.

    BNP Paribas’s journey with agile test automation using ALM Octane started in 2017. The webinar presents in a nutshell how evaluation of ALM Octane was approached and conducted. It explains how new methods were introduced with the objective to leverage full tool functionality. The initiative has soon helped to increase testing efficiency and created important business value.

    Webinar participants will learn:

    • How BNP Paribas has conducted evaluation of ALM Octane
    • Why ALM Octane is much more than just a successor of ALM/Quality Center
    • How ALM Octane eases flexible management of its entire surrounding tool chain
    • Why methodology like BDD shall precede tools, and not vice versa
    • How Gherkin establishes a common language for the entire agile development lifecycle that helps integrating business, development, and testing
    • How to use ALM Octane for pipeline management, reporting, defect synchronization, import of performance testing and BPT results, integration of in-sprint testing etc.
  • Verizon Threat Research Advisory Center Monthly Intelligence Briefing (MIB)
    Verizon Threat Research Advisory Center Monthly Intelligence Briefing (MIB)
    Joshua Costa, Manager, PS Advisory Services Jun 19 2019 2:00 pm UTC 90 mins
    Join us—the Verizon Threat Research Advisory Center – for our Monthly Intelligence Briefing (MIB) to discuss threat hunting and incident detection leveraging EDR and the current cybersecurity threat landscape.

    We'll cover:
    •Incident investigation considerations - old versus new
    •Threat remediation and recovery
    •Third-party and threat intelligence integration

    Our Verizon Threat Research Advisory Center presenters will be:
    •Hayden Williams, Sr. Manager, PS Advisory Services
    •Joshua Costa, Manager, PS Advisory Services
    - David Kennedy, Managing Principal, Open Source Intelligence

    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


    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!
  • Critical Incident Response: Why Good Enough Is Just Not Good Enough
    Critical Incident Response: Why Good Enough Is Just Not Good Enough
    Valerie O'Connell, Research Director, EMA and Vincent Geffray, Senior Director, Product Marketing, Everbridge Jun 19 2019 3:00 pm UTC 58 mins
    Technology incidents happen every day to companies of all sizes, across every vertical, in all degrees of impact from inconvenient to potentially catastrophic. So, by definition, all organizations do IT incident response. The question is, how well do they do it? Research from leading IT analyst firm Enterprise Management Associates (EMA) shows that unless the response takes advantage of automation, the answer “not nearly well enough” is an understatement.

    With the average time to engage the right response team taking 1 to 2 hours, and the average time to resolve a major outage taking 5 to 6 hours, there is a definitive need for immediate and dramatic operational improvement.

    Leveraging EMA research and a case-based approach, this webinar will explain how to reduce mean time to repair (MTTR) through automated slashing of the time it takes to begin effective response. A simple method for determining the point at which it makes more business sense to invest in an improvement than it does to continue funding the status quo will also be discussed.

    Additionally, webinar attendees will learn more about:

    *Top automation drivers, indicators, obstacles, and benefits realized
    *The case for automating incident response – real numbers from real places
    *Quantifying the high cost of status quo – a conservative approach to demonstrating value
  • ITSM Trends You Can't Ignore, and How Your Tech Stack Must Support It
    ITSM Trends You Can't Ignore, and How Your Tech Stack Must Support It
    Josh Caid, Chief Evangelist, Cherwell Software Jun 19 2019 5:00 pm UTC 60 mins
    The pace of change within the modern enterprise is nothing short of dizzying. Evolving workforce demands, emerging technologies, and increasing expectations that IT deliver quantifiable business value means that pressure on the service desk has never been higher. Unfortunately, many IT organizations continue to rely on a combination of poorly integrated, legacy technologies that create friction for end users, consume precious IT resources, and prevent IT from taking a proactive and strategic role within the business.

    Join Cherwell’s Josh Caid, Chief Technology Evangelist, for a lively discussion on the top trends shaping IT service management, and how IT teams must evolve their ITSM tech stacks in order to keep pace with digital transformation initiatives and ever-changing business needs.
  • How to Mitigate Fraud, Reduce Customer Friction, and Boost Productivity
    How to Mitigate Fraud, Reduce Customer Friction, and Boost Productivity
    Andrew Gilliam (ICMI Featured Contributor); Craig Pentz (Neustar); Erica Marois (Moderator) Jun 19 2019 6:00 pm UTC 60 mins
    According to 2019 research, almost half (46%) of contact centers are unhappy with their current authentication method. While implementing fraud mitigation measures can often feel like a burden, contact centers can benefit tremendously from better data intelligence & authentication practices. From more personalized service to greater operational efficiency and a more effortless experience, the opportunities are exponential.

    Are you ready to reap the benefits of more satisfied customers, happier agents, and more accurate and secure data? Join us on June 19th!

    During this webinar, you will learn:

    - The latest best practices in fraud mitigation, which will help you protect both your customers and your contact center
    - How to identify critical points along the customer journey that can improve the overall experience—for agents and customers
    - How and why data intelligence plays a crucial role in driving operational efficiency

    Join us for an interactive and informative hour, filled with practical tips, and complete with live audience Q&A.
  • Why you need a MID server
    Why you need a MID server
    Chuck Tomasi, Senior Technical Product Marketing Manager; Kreg Steppe, Services Program Mgr; Stacey Bailey, Program Manager Jun 19 2019 6:00 pm UTC 47 mins
    Accessing resources from inside an organization's physical or cloud firewall can be challenging. A Management, Instrumentation, and Discovery (MID) server offers a direct, secure solution. It's a Java application that runs as a Windows service or UNIX daemon on a server in your local network. You can communicate and move data faster, easier, and more securely between a ServiceNow instance and external applications, data sources, and services.

    Join Chuck Tomasi, Kreg Steppe, and Stacey Bailey of ServiceNow for an introduction to this powerful, versatile tool.

    In the webinar, you'll learn:

    - How a MID server works and its benefits
    - Best practices for setting up a MID server
    - Using a MID server with ServiceNow applications, including Orchestration and IntegrationHub

    Speakers:
    - Chuck Tomasi, Senior Technical Product Marketing Manager, Platform, ServiceNow
    - Kreg Steppe, Services Program Mgr, ServiceNow
    - Stacey Bailey, Program Manager, App Development, Training and Certification, ServiceNow
  • ITIL 4 vs ITIL v3 – From CSI to CI ​
    ITIL 4 vs ITIL v3 – From CSI to CI ​
    Allen Ureta Jun 20 2019 4:00 pm UTC 60 mins
    ITIL v3 introduced Continual Service Improvement (CSI) as a service lifecycle stage that identifies and implements improvements across service strategy, service design, service transition and service operation. This approach has been successfully used to transform organizations and provide a framework to plan, engage and improve the people, products, partners and products necessary to achieve organizational objectives. ITIL 4 maintains the importance of Continual Improvement to the overall Service Management System (SVS) with some updates to modern thinking. Applying a multi-dimensional view, along with an integrated system for value co-creation, enablement and delivery, ITIL 4 re-introduces Continual Improvement as both a model for improvement and a general management practice. This session will discuss hot ITIL 4 guiding principles continue to be used as part of the Service Value Chain to deliver value to customers and consumers.
  • Flow Designer: Accelerate outcomes by automating business processes
    Flow Designer: Accelerate outcomes by automating business processes
    Todd Zambrovitz, Director of Product Marketing, ServiceNow; Jake Burman, Sr. Staff Product Management Manager, ServiceNow Jun 21 2019 4:00 pm UTC 57 mins
    Want to strategically transform your business? Start by reimagining your business processes as digital workflows to deliver faster, smarter experiences. Quickly extend your ServiceNow solutions or build new workflow apps using a fast, intuitive, and extensible platform. Consolidate multiple automation capabilities into a single environment so process owners and developers can build and visualize business processes from a single interface. Empower anyone from process analysts to IT generalists to author end‑to‑end workflows that automate your business processes and accelerate your business outcomes.

    Join Todd Zambrovitz, Director of Product Marketing, Platform and Jake Burman, Sr. Staff Product Management Manager, both from ServiceNow, to hear how ServiceNow Flow Designer modernizes task automation with a codeless, natural language environment. This accelerates innovation by enabling anyone to build flows to deliver business solutions faster.

    Attendees will learn:

    - How process owners can automate processes without code or scripts
    - Ways to automate approvals, tasks, notifications, and record operations
    - How easy it is to connect people, data and systems with triggers, conditions, and actions
  • Learn to Build Apps in the Cloud Fast
    Learn to Build Apps in the Cloud Fast
    Deepak Anand, Senior Advisory Platform Architect, ServiceNow Jun 24 2019 5:00 pm UTC 57 mins
    Wish you had an app for that new use case? Learn how business and IT can partner to build apps fast on the NOW Platform.

    Whether you are an experienced developer, a System Admin ready to start building apps, an Enterprise Architect, or a business focused person, this is for you.

    Join this webinar with our team of Platform Innovation experts to:

    • Learn about the Now Platform architecture and capabilities
    • Understand what apps are best to build on the Now Platform
    • Experience the cloud application development process from start to finish with a live demo
    • Discover how to significantly reduce app development time and delivery
  • Unlocking the Value in Conversational Data
    Unlocking the Value in Conversational Data
    Tim Bartz and Yelena Kasianova Jun 25 2019 3:30 pm UTC 45 mins
    Data is widely recognized as one of the most valuable assets a company owns. Conversational data is, without doubt, the most valuable. The challenge is to understand what this data means and what effective actions to take as a result. Recognizing new or unexpected trends while staying in tune with customer behavior and sentiment is a competitive advantage, and key in building successful customer relationships, maintaining loyalty and increasing repeat business.

    Join Tim Bartz, EMEA Presales Consultant at Artificial Solutions as he demos Teneo's data capabilities.

    -

    Introducing Teneo Developers, a new comprehensive resource to allow enterprise developers and partners fast access to experience the power of Teneo. Visit www.teneo.ai to get started for free.
  • 10 Questions on ServiceNow with Acorio's Experts
    10 Questions on ServiceNow with Acorio's Experts
    John Huckle, John Beasley, Josh Scott, Dale Meyer-Curley, Scott Lindsay, John McCormick, and Meghan Lockwood Jun 25 2019 5:00 pm UTC 60 mins
    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.
  • 3 Must-Haves on the Path to a Better Customer Journey
    3 Must-Haves on the Path to a Better Customer Journey
    Alton Harewood, Solutions Consultant and Kara Allen, Global Workforce Management/Optimization, 8x8 Jun 25 2019 6:00 pm UTC 60 mins
    Join this re-released conversation with Alton Harewood, Contact Center Consultant, and Kara Allen, Global Workforce Management and Optimization for 8x8, to hear how the fundamental building blocks of CX strategy are being used today, as well as which technology enablers provide the insight and oversight needed to adjust and administer the modern customer engagement team.

    As customer loyalty is tested by limitless options, the need to understand and manage the customer journey has become essential to competitive differentiation. And far from being the domain of only large corporations – organizations of all sizes must now seek to gain insight into how customer experience is executed and ways to improve.
  • VPN vs Remote Access Software: How to Keep Your Network Secure
    VPN vs Remote Access Software: How to Keep Your Network Secure
    Sam Heiney, Product Solutions Director, Netop Tech Jun 26 2019 2:00 pm UTC 27 mins
    Whether it’s used to let employees work remotely or for site-to-site connections between offices, most companies use a virtual private network (VPN). But does a VPN provide the security you need?

    Lately, VPNs have become prime targets for hackers. Even if your company has excellent security, a single flaw can allow an attacker to bypass the defenses and wreak havoc.

    In this webinar we'll help you determine whether a VPN is the best solution for remote connections. We'll discuss some common concerns around VPN vulnerabilities:

    - It’s complicated to administer, protect, and set policies for your VPN architecture.
    - You need to access devices that are isolated or kept off the network.
    - Your IT team needs to support remote workers on shared or open networks.
    - Sometimes you want to limit vendor access to a specific application or device.
  • Automation: The Foundation for a Mature Service Desk
    Automation: The Foundation for a Mature Service Desk
    Sarah Nielsen, Implementation Manager, SolarWinds ITSM Jun 26 2019 6:00 pm UTC 30 mins
    Firefighting in ITSM is a necessary chore. Devices break and systems fail spontaneously. But that reactive element is only part of the ITSM picture. It's time for IT departments to graduate from the firefighting help desk to a more powerful service desk driven by automation. What does that mean?

    It means that your service desk should have automated workflows in place to drive regular processes forward. It should be strategically built, with a customized experience, tailored to the organization’s needs. Employees should have an intuitive experience with IT (and other service providers) so they don’t need to go hunting for solutions to unfamiliar problems.

    In this webinar, you’ll learn some different ways to set up your service desk solution, and how to find opportunities for efficiency, including:

    - Automating multi-step workflows and ticket routing
    - Creating a single platform for employees through the service portal
    - Using artificial intelligence to connect employees with faster solutions
    - Creating a customized environment driven by user provisioning and accurate data collection
  • [Panel] ITIL 4, Four Months On: What Now?
    [Panel] ITIL 4, Four Months On: What Now?
    Panel of experts Jun 27 2019 3:00 pm UTC 60 mins
    The launch of ITIL 4 in March 2019 set out to reimagine IT Service Management as we head into 2020.

    With some reviews wishing it had been more revolutionary, and some saying the updated framework has paced itself well with the progression in the industry, there has been much debate about its reception and impact.

    Join this BrightTALK panel as Service Management experts discuss and debate the key updates and implementations you need to be aware of.
  • Academy Mortgage Turns Business Processes Into Digital Workflows
    Academy Mortgage Turns Business Processes Into Digital Workflows
    Todd Zambrovitz, Director of Product Marketing, Platform, ServiceNow; Joey Day, Senior Software Engineer, Academy Mortgage Jun 27 2019 4:30 pm UTC 59 mins
    Academy Mortgage is one of the largest independent mortgage lenders in the US, expediting loans quickly and efficiently across its 260 branch offices. With an ongoing goal of automating core financial processes, it has developed more than 40 custom applications and elevated the work experiences of departments across its enterprise—all on the Now Platform®. Join Todd Zambrovitz of ServiceNow and Joey Day of Academy Mortgage for this live webinar. Discover how Academy Mortgage:

    - Streamlined their loan lifecycle processes with automation
    - Delivered more effective and efficient auditing
    - Achieved more business value with less development effort
  • How to Deliver Value in the Face of a Critical Event
    How to Deliver Value in the Face of a Critical Event
    Prashant Darisi, VP Product Management, IT Alerting, Everbridge Jul 2 2019 3:00 pm UTC 39 mins
    The role of the CIO & CISO is becoming more challenging as critical IT events are happening at a growing pace across Service Management, IT Operations, Security Operations and Development Operations. Cloud solutions with a platform approach to response automation, communications and collaboration are essential to meet these challenges and enable CIOs & CISOs to deliver business value during critical events.

    CIOs have shared across various forums that increased business costs of outages and increased risks of breaches in the face of shrinking budgets, along with the imperative to driving efficiency, increases their odds of striking out.

    What you will learn on this webinar:
    * Best practices on how to better manage IT risks/threats and minimize the impact on your business
    * How leading enterprise customers are delivering business value today during critical IT events
    * Key insights on inefficiencies, costs and savings to help drive smart investments and ROI
  • Using a Continuous Cycle of Improvement to Drive Engagement
    Using a Continuous Cycle of Improvement to Drive Engagement
    Dan Hale, Managing Director Customer Care, Best Western Jul 2 2019 6:00 pm UTC 55 mins
    Join this re-released conversation as we discuss how Best Western Hotels and Resorts' contact center used a continuous cycle of improvement to drive employee engagement 20% higher. You’ll hear Best Western’s step by step process and be given specific examples of how it worked in their center.
  • Scripting 101 for Apple Admins
    Scripting 101 for Apple Admins
    Bill Smith, Senior Professional Services Engineer – Jamf Jul 9 2019 2:00 pm UTC 60 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!
  • Data Privacy Beyond GDPR and CCPA: Best Practices for Remote Access Software
    Data Privacy Beyond GDPR and CCPA: Best Practices for Remote Access Software
    Sam Heiney, Product Solutions Director, Netop Tech Jul 10 2019 2:00 pm UTC 45 mins
    Last year European companies felt the effects of the General Data Privacy Regulation (GDPR), which has already led to 281,000 cases and $62.4 million in fines. Next year, California's Consumer Privacy Act (CCPA) will go into effect on January 1. Whether your company is already compliant or planning to be, one thing is clear: inaction is not an option. At least 11 U.S. states will soon pass data privacy laws, with more states and countries sure to follow.

    Companies need to implement data privacy best practices. Instead of scrambling to follow the next wave of compliance rules, these best practices will safeguard your consumer data, build trust, help comply with existing legislation, and be prepared for all of the local, federal and international laws that are on the way. This webinar covers the data privacy best practices for remote access software.
  • What is the Value of IT?
    What is the Value of IT?
    George Spalding, EVP of Pink Elephant and Vincent Geffray, Senior Director, Product Marketing of Everbridge Jul 10 2019 3:00 pm UTC 60 mins
    Every IT consultant and social media pundit talks a great deal about the importance of IT delivering more value to the Business. But what exactly is IT value?

    A number of current frameworks are focusing on three key elements in the quest to more clearly define IT's value to the Business: Quality, Speed and Cost. Straight cost-cutting measures (i.e. 10% across the board) have often proven counter-productive to both Speed and Quality and, subsequently, actually reduced the value realized the Business. Quality and the pursuit of perfection makes sense to everyone but often forces a significant trade-off with Speed (Business needs it to be complete and perfect by this Thursday)! Many IT shops are beginning to zero in on Speed and Time-to-Market as the primary areas of improvement.

    Join George Spalding, EVP of Pink Elephant and Vincent Geffray, Senior Director, Product Marketing of Everbridge as they discuss real-world IT time-to-market strategies.
  • ITSM and Digital Transformation – the Business Benefits
    ITSM and Digital Transformation – the Business Benefits
    Mark Smalley, the IT Paradigmologist Jul 16 2019 8:00 am UTC 45 mins
    If we didn’t have IT service management, we’d be in a right mess. But how do you identify and articulate the benefits of ITSM in terms that business people understand?

    Starting with familiar ITSM notions such as utility and warranty, this talk explores how these relate to tangible business benefits such as more sales, higher prices, and lower costs and risks. Is ITSM just about keeping the lights on, and is it just as difficult to relate ITSM effort to business benefits as it is to say how much the cleaner’s broom contributed to last month‘s sales? This talk lets you decide for yourself.
  • The Future of IT Service Management
    The Future of IT Service Management
    Simon Dorst and Michelle Major-Goldsmith - Kinetic IT Jul 16 2019 10:00 am UTC 45 mins
    Our industry is experiencing massive change in the shape of the 4th Industrial Revolution. With it come the challenges of new business and engagement models, the exploitation of technology for competitive gain and the ongoing pressure of speed to market. The question is, are service management practices sufficient to support digital enabled businesses?

    In this session,Simon and Michelle will explore the role of some of the latest best and enabling practices particularly ITIL 4, DevOps, Agile, SIAM and VeriSM. They will consider the future of service management, and the promises made by the emerging practices within our industry and consider their ability to support this digitised and frenetic environment.
  • Cloud Credential Council's Look at ITSM and Digital Transformation
    Cloud Credential Council's Look at ITSM and Digital Transformation
    Mark O'Loughlin, Managing Director, Cloud Credential Council Jul 16 2019 3:00 pm UTC 45 mins
    Mark O'Loughlin of Cloud Credential Council looks at the latest trends between ITSM and Digital Transformation.


    Mark is the Managing Director of the Cloud Credential Council (CCC). Mark is internationally recognized as a global thought leader and author in digital IT, cloud computing, DevOps, cloud service management and IT Service Management.

    Owner and Managing Director of consulting firm Red Circle Strategies, Mark works as a senior executive, managing director, consultant and strategist helping organizations to improve their business development, sales, marketing, service delivery, customer services, and digital transformations. Mark has provided consulting services to global organizations including Microsoft, IBM, hp and Dell. Mark is a former director at itSMF Ireland, is an ITIL® Master and is a Fellow of the Irish Computer Society.

    Mark is also a certified CCC Master Trainer & Lead Author.
  • How to Align Your Service Desk With Digital Transformation
    How to Align Your Service Desk With Digital Transformation
    Liz Beckner, Senior Solutions Engineer, SolarWinds ITSM Jul 16 2019 6:00 pm UTC 45 mins
    We all agree that digital transformation is a necessity in today’s technology-driven environment.
    But it can be expensive, and it can be difficult to adjust to track tools and data throughout an
    organization. That’s why IT service management (ITSM) best practices play a vital role.

    The service desk connects data, technology, and processes. It ensures employees have access
    to the resources they need, and it helps IT quickly resolve issues that arise. Modern service
    desk platforms can track every asset within a technology environment, and use that data to
    resolve problems, roll out changes, and make informed spending decisions.

    In this presentation, you’ll learn:

    ● Why a combined ITAM and ITSM solution can drive your digital transformation
    ● What types of advanced technology are already available to the service desk
    ● How to ensure your ITSM strategy centers on the employee experience with technology
  • Verizon Threat Research Advisory Center Monthly Intelligence Briefing (MIB)
    Verizon Threat Research Advisory Center Monthly Intelligence Briefing (MIB)
    John Grim, Senior Manager, Investigative Response - Americas Jul 17 2019 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 month's theme: VIPR (VTRAC) Incident Preparedness Report

    Our Verizon Threat Research Advisory Center presenters will be:

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

    This webinar will also 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!