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  • How to Avoid Internal Friction When Expanding Service Management
    How to Avoid Internal Friction When Expanding Service Management
    Sean Sebring and Jason Yeary Recorded: Dec 11 2018 54 mins
    Sean Sebring is an IT Process Improvement Manager who used his service management platform as a vehicle to improve business processes throughout the organization. In fact, over 50% of licensed agents in his organization are outside of IT. In this webinar, he'll cover:

    - How to create buy-in from stakeholders
    - How to work "on the schedule of the business"
    - How to drive process improvement in IT and beyond
  • How Assisted Self-Service Will Power Up Support
    How Assisted Self-Service Will Power Up Support
    Chris Savio (Prompt.ai by LogMeIn); Roy Atkinson (HDI Moderator) Recorded: Dec 11 2018 61 mins
    IT and technical support would love for end users and customers to take advantage of self-service resources. End users and customers would love for self-service to be easier. Finding articles, videos, documents and other resources intended to make life easier for users—and for the analysts and technicians who support them—can be difficult and confusing.

    Next-generation tools are here, set to enable users and customers to get accurate answers quickly and easily and solve many common issues for themselves, allowing analysts to concentrate on more complex problem-solving and other tasks. Analysts can benefit as well, having powerful assistance at their command to find knowledge and implement solutions without making users and customer wait.

    What You Will Learn:
    - What “assisted self-service” means
    - Why self-service adoption can be a struggle
    - How next-generation tools can help both end users and support analysts

    Who Should Attend:
    - Knowledge Management professionals seeking ways to improve
    - ITSM professionals tasked with building self-service portals
    - Support organization leaders who wish free analysts up from repetitive tasks
  • The Digital Workplace Requires AI-Driven IT
    The Digital Workplace Requires AI-Driven IT
    Jeff Aaron, VP of Marketing, Mist Systems; Kevin Fenn, Global Head of Networks, ThoughtWorks Recorded: Dec 6 2018 57 mins
    Join this webinar where Kevin Fenn, Global Head of Networks at ThoughtWorks, and Jeff Aaron, Vice President of Marketing at Mist, will discuss the emerging role of Artificial Intelligence (AI) in IT and how you can benefit from this trend. AI is critical to the emerging digital workplace, reshaping the way IT organizations deploy and manage infrastructure and how users consume those services.

    The IT department at ThoughtWorks is on the leading edge of the “AI for IT” movement, bringing unprecedented automation and insight into daily operations with a state of the art AI-driven Wireless LAN from Mist. Their new digital workplace, which enables new initiatives such as open seating and video collaboration, is boosting employee efficiency and experience.

    We will explore:

    · AI technology and the impact it has on wireless networking

    · Best practices for deploying an AI-driven WLAN

    · How to support wireless video conferencing, open seating, and other strategic initiatives

    · Quantifying the benefits of a new AI-driven network infrastructure
  • Master the Art of Zero-Touch Deployments
    Master the Art of Zero-Touch Deployments
    Jim Grandbois, Solutions Architect, Jamf Recorded: Dec 6 2018 24 mins
    With imaging taking a back seat to the new era of zero-touch deployment, IT can now successfully deploy Mac, iPad and iPhone to users directly without ever having to open the box. Apple’s deployment programs enable zero-touch deployment by automating enrollment and configuration from a central location — eliminating the need to ever physically touch the device.

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

    We’ll cover:
    •An overview of Apple’s deployment programs
    •The benefits of zero-touch deployment
    •How to accomplish zero-touch deployment for macOS and iOS
  • Best Practices to Increase Self-Service Success on Your Support Portal
    Best Practices to Increase Self-Service Success on Your Support Portal
    David James, Director, Product Marketing, Coveo Recorded: Dec 6 2018 37 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 the power of AI-powered search to boost customer self-service.
  • DigiDevTransOps - Clearing the Confusion in Digital Transformation & DevOps
    DigiDevTransOps - Clearing the Confusion in Digital Transformation & DevOps
    Mark Smalley, the IT Paradigmologist and DASA Global Ambassador Recorded: Dec 6 2018 48 mins
    The title is a cynical reference to the hype around Digital Transformation and DevOps. There’s a lot of confusion and you may be wondering what the terms actually mean and what the relationship is between the two. If we look closer, we’ll see that DevOps has much to support Digital Transformation, but that it’s only one of the pieces in the Digital Transformation jigsaw puzzle.

    Mark Smalley, Global Ambassador DASA
  • Master the Art of Zero-Touch Deployments
    Master the Art of Zero-Touch Deployments
    Jim Grandbois, Solutions Architect, Jamf Recorded: Dec 6 2018 24 mins
    With imaging taking a back seat to the new era of zero-touch deployment, IT can now successfully deploy Mac, iPad and iPhone to users directly without ever having to open the box. Apple’s deployment programs enable zero-touch deployment by automating enrollment and configuration from a central location — eliminating the need to ever physically touch the device.

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

    •An overview of Apple’s deployment programs
    •The benefits of zero-touch deployment
    •How to accomplish zero-touch deployment for macOS and iOS
  • In WFM Apps We Trust!
    In WFM Apps We Trust!
    Brandon Rowe, Sr Manager - Product Marketing, OpenText Recorded: Dec 5 2018 53 mins
    Attracting and retaining agents can be a cumbersome task for contact centers. In many ways, they (agents) expect a blending of their work and personal lives. A WFM mobile app keeps agents engaged, provides a better work-life balance, and ensures time management and collaboration, while giving supervisors and analysts the ability to quickly identify problems and take action to ensure proper staffing and service levels are met.

    Join us as we discuss how intraday management with a mobile app is helping contact centers to connect and empower their agents.
  • Dartmouth College's Network of the Future is Powered by AI
    Dartmouth College's Network of the Future is Powered by AI
    Mitch Davis, Dartmouth; Rahul Vir, Juniper Networks; Felix Windt, Dartmouth; Jeff Aaron, Mist Systems Recorded: Dec 5 2018 61 mins
    When it came to deploying a new network across campus, Dartmouth College came to an important realization - students learn best when the network is learning, too.

    In this webinar, the Dartmouth IT team is joined by experts from Mist and Juniper to describe how an AI-driven network is being used to deliver new learning experiences on campus.

    Watch now, and learn how to:

    - Gain visibility into the Wi-Fi user experience
    - Quickly troubleshoot network problems with an AI-driven virtual assistant
    - Predict network problems before they arise
    - Implement personalized location services, such as wayfinding and proximity notifications

    Panelists:
    Mitch Davis, CIO, Dartmouth College
    Rahul Vir, Sr. Director, Product Management, Juniper Networks
    Felix Windt, Network Engineer, Dartmouth College
    Jeff Aaron, VP Marketing, Mist Systems
  • Panel: DevOps & Digital Transformation - How to Overcome Challenges
    Panel: DevOps & Digital Transformation - How to Overcome Challenges
    Prakash Vyas (Splunk), James Finister (TCS), Rob Akershoek (Shell), Dimitri van den Broek & Barclay Rae (Essential SM) Recorded: Dec 5 2018 49 mins
    Businesses are being forced to move at a higher speed than ever before, but the challenges are coming thick and fast - namely facing new competition, cost pressures, skills gaps, monitoring and metrics, and understanding and adhering to evolving standards for innovation, quality and reliability. These challenges make Digital Transformation a tricky game to win.

    In this session, our panel of experts will discuss how DevOps can make digital transformation easier and help you;

    * Deliver business value
    * Boost bottom lines
    * Give the best customer experience

    Join the discussion on and level-up your DevOps game!

    Panellists;
    Rob Akershoek, Solution Architect, Shell
    Prakash Vyas, ITOA Specialist EMEA, Splunk
    James Finister, Global ITSM Strategist, Tata Consultancy Services
    Dimitri van den Broek, EVP, Strategic Alliances & Co-Founder, ITpreneurs

    Moderated by Barclay Rae, ITSMf Board Member and Director, Essential SM
  • The Evolving IT Service Organization - From Silos to Business Shared Services
    The Evolving IT Service Organization - From Silos to Business Shared Services
    Troy DuMoulin, VP, Research & Development, Pink Elephant Recorded: Dec 4 2018 62 mins
    Internal technology service providers are facing a period of major change and transition as they look for ways to support growing business demands coming from digital transformation, address technical debt, and find answers to the trend of increased use of shadow IT.

    These driving forces, as well as many others, are putting internal IT functions under intense pressure to rapidly transform their processes, culture, and technology platforms from a silo-based technology operating model to a shared services approach. This approach lowers variability, complexity, and risk to achieve greater scalability and improved cost.

    In this webinar, Troy DuMoulin, Pink Elephant & Matt Klassen, Cherwell will discuss the evolutionary stages that organizations follow as they move from a silo-based culture to a shared services model. Key takeaways from this session will include:
    - How organization establish process coherence in a complex supply model.
    - The role of a Service Management Office when establishing a shared service approach.
    - The transition from an IT shared services to a business shared services model.

    Guest Speaker:
    Troy DuMoulin
    VP, Research & Development, Pink Elephant
    ITIL 4 Lead Architect & Contributing Author

    Troy is considered by many to be one of the world’s foremost ITIL and ITSM experts and is a lead architect of the brand-new ITIL 4 certification scheme. A passionate and experienced executive consultant, Troy is always willing to use his extensive background to share what he knows and is always on the hunt for more knowledge. Troy is a frequent speaker at ITSM events, is an ITIL 4 contributing author, has contributed to several books based on ITSM and Lean IT concepts, and maintains a blog that is one of the industry’s most popular and informative.
  • Driving ROI with Apple Device Management
    Driving ROI with Apple Device Management
    Jen Kaplan, Solutions Architect – Jamf & Cate Rodriguez, Partner – Hobson & Company Recorded: Nov 29 2018 21 mins
    IT admins need the right tools and processes to manage Apple devices at the same comfort level they have with Windows, without compromising on security, IT standards or end-user experience.

    In this webinar, you'll see how Hobson & Company, a leading research firm, explored how a dedicated Apple device management solution delivers a quick and compelling ROI to both large and small enterprises.

    What you'll learn:

    •How to evaluate and build a case for device management
    •A framework and metrics to use when evaluating device management solutions
    •How other businesses have used this model to demonstrate ROI
  • Shifting Controllers to Cloud
    Shifting Controllers to Cloud
    Mist Recorded: Nov 29 2018 47 mins
    The aging architecture of wireless controllers can no longer meet the pace of technology innovation. With the growing number of smart phones and connected devices, your organization needs a network built on an elastic, cloud-based microservices architecture that leverages AI to automate operations and eliminate manual troubleshooting.

    Join this webinar to learn how to set your wireless free from monolithic controllers, saving you time and money as you shift your network operations to the cloud and leverage machine learning. We'll explore:

    - Trends driving the need for change
    - Challenges faced by the 15-year-old controller architecture
    - Benefits of a modern cloud architecture using microservices
    - What to look for when evaluating cloud solutions
  • Make Web Experiences Personal: Use AI to Inject Relevance into Every Interaction
    Make Web Experiences Personal: Use AI to Inject Relevance into Every Interaction
    Simon Langevin, Product Manager, Coveo Recorded: Nov 29 2018 36 mins
    Manually personalizing your digital experience for every website visitor is near impossible. Having your team track, update, and deliver the most relevant content, the moment it’s needed, is just not feasible. This approach can lead to inconsistent and unreliable experiences for customers, places unnecessary burdens on marketing and web teams, and significantly increases cost of operation. Smarter, automated, and more scalable technologies are necessary to both satisfy today’s relevance-seeking customers and stay ahead of competition.

    This webinar reveals best practices on how to inject relevance and personalization into your website experience. We’ll demonstrate how companies are using AI-powered search and recommendations to leverage the intent and information behind every touch point of the web journey to drive contextual and personalized experiences that:

    -Increase conversion rates by providing relevant search results
    -Increase website engagement through proactive recommendations
    -Drive higher customer lifetime value
    -Empower your marketing team with insights on your visitors’ content consumption and trends


    You’ll also get a peek at AI-powered strategies that pacesetter companies are using to deliver relevance at every touchpoint.
  • Future of ITSM: without “IT”, “S” or “TS”?
    Future of ITSM: without “IT”, “S” or “TS”?
    Mark Smalley, the IT Paradigmologist and DASA Global Ambassador Recorded: Nov 29 2018 47 mins
    With all this sexy Digital Transformation, Agile and DevOps stuff going on, good old IT Service Management is in a bit of a rut. Somewhere far from the business in the bureaucratic basement, still waging (un)civil IT wars with their archenemies, the evil developers. The IT Paradigmologist explores three escape routes: enterprise-oriented service management, broader but technology-centric IT management, and user-oriented information management. Or staying put and going digital?
  • Driving ROI with Apple Device Management
    Driving ROI with Apple Device Management
    Jen Kaplan, Solutions Architect – Jamf & Cate Rodriguez, Partner – Hobson & Company Recorded: Nov 29 2018 20 mins
    IT admins need the right tools and processes to manage Apple devices at the same comfort level they have with Windows, without compromising on security, IT standards or end-user experience.
    In this webinar, you'll see how Hobson & Company, a leading research firm, explored how a dedicated Apple device management solution delivers a quick and compelling ROI to both large and small enterprises.

    What you'll learn:

    •How to evaluate and build a case for device management
    •A framework and metrics to use when evaluating device management solutions
    •How other businesses have used this model to demonstrate ROI
     
  • The Great Debate: To ESM or to Just ITSM?
    The Great Debate: To ESM or to Just ITSM?
    George Spalding, PinkElephant and Allen Houpt, CA Technologies Recorded: Nov 28 2018 57 mins
    For the past several years ITSM shops have been finding great business value using ITSM in non-IT use cases. Enterprise Service Management (ESM), whether just handling issues or requests for human resources, facilities, audio visual or other business functions or implemented at the core of mission-critical applications, uses an organization’s existing ITSM technology, processes and people to deliver value in non-IT domains with little or no additional cost. The business gets what it needs and IT gets more value from ITSM and a bigger seat at the corporate table (business alignment). Everyone wins!...Or do they? Some industry experts contend that ESM is a distraction from core ITSM efforts and can impose risk in the form of locking too many applications into an ITSM tool. In contrast, others contend that as long as existing, proven core ITSM processes (incident, problem, change, request, fulfillment…) are the focus, it is not a distraction and even accelerates ITSM maturity and ROI. In this webcast, Pink Elephant EVP George Spalding and CA Technologies (a Broadcom company) present the evidence and share their conclusions to this great debate: “To ESM or to Just ITSM?”
  • 2018 Service Management Executive Vision Report: The State of ServiceNow
    2018 Service Management Executive Vision Report: The State of ServiceNow
    Ellen Daley, Meghan Lockwood Recorded: Nov 28 2018 56 mins
    The first of its kind ServiceNow exclusive insight report includes all new original research providing industry benchmarks on the tactics, challenges, priorities, KPIs, and budgets shared by ServiceNow platform owners and executives across the globe.

    Join Acorio's CEO, Ellen Daley, and VP of Strategic Marketing, Meghan Lockwood to learn about the ServiceNow findings.
  • Managing iOS 12 and macOS Mojave Upgrades
    Managing iOS 12 and macOS Mojave Upgrades
    Jim Grandbois, Solutions Architect – Jamf Recorded: Nov 27 2018 52 mins
    Are you ready for macOS Mojave, iOS 12 and tvOS 12? These new operating systems bring exciting productivity features for users and IT alike. To help you empower the masses and seamlessly upgrade all of your devices, Jamf Pro offers same-day support for each new Apple OS and ensures management continuity throughout the process.

    In our webinar, Managing iOS 12 and macOS Mojave Upgrades, we’ll walk you through every step of the upgrade workflow and explain best practices along the way.
    You'll learn:

    •What's new for IT management in macOS Mojave, iOS 12 and tvOS 12
    •Important information regarding macOS imaging workflows and the recommended replacements
    •Strategies for rolling out your OS deployments
  • Panel Discussion: ITSM and Digital Transformation – Where Are We?
    Panel Discussion: ITSM and Digital Transformation – Where Are We?
    Doug Tedder; Rich Graves; Anne Morello; Daniel Blander; Roy Atkinson Recorded: Nov 27 2018 50 mins
    In this era of increasing digital transformation, ITSM needs to adopt a solid, modernized approach to ensure customer satisfaction, information security and operational excellence. ITSM practitioners must embrace new and innovative capabilities, practices and technologies so as to enable better customer service, flexible deployments and robust data protection. These include artificial intelligence, machine learning and process automation. In this panel, moderated by leading ITSM consultant Doug Tedder, our team of experts from Serviceaide, Cognizant, UBM and Virtual Clarity will discuss the journey ITSM is embarking on to ‘see the bigger picture’ in an increasingly digital world.


    Our panelists include:

    Rich Graves, Director of Product Management, Serviceaide

    Daniel Blander, IT Security Consultant, Virtual Clarity

    Anne Morello, Director of Software Engineering, Cognizant

    Roy Atkinson, Senior Analyst, UBM
  • Managing iOS 12 and macOS Mojave Upgrades
    Managing iOS 12 and macOS Mojave Upgrades
    Jim Grandbois, Solutions Architect – Jamf Recorded: Nov 27 2018 52 mins
    Are you ready for macOS Mojave, iOS 12 and tvOS 12? These new operating systems bring exciting productivity features for users and IT alike. To help you empower the masses and seamlessly upgrade all of your devices, Jamf Pro offers same-day support for each new Apple OS and ensures management continuity throughout the process.

    In our webinar, Managing iOS 12 and macOS Mojave Upgrades, we’ll walk you through every step of the upgrade workflow and explain best practices along the way.
    You'll learn:

    •What's new for IT management in macOS Mojave, iOS 12 and tvOS 12
    •Important information regarding macOS imaging workflows and the recommended replacements
    •Strategies for rolling out your OS deployments
  • SIAM: Taking a leap into the unknown? Take a Structured Approach
    SIAM: Taking a leap into the unknown? Take a Structured Approach
    Ian Groves, SIAM Professional, SYAMIC Recorded: Nov 21 2018 35 mins
    The purpose of this webinar is to explore how customer service organisations and external advisors, where applicable, can adopt a structured approach to the mapping and visual analysis of existing service and sourcing environments. A key step before speculating on the potential benefits of any service transformation journey.

    As organisations increasingly look towards SIAM as a solution to multi-service vendor integration, SYAMIC introduces a method to help organisations understand the complexity of their current state. Armed with a complete Service Landscape and an assessment of existing capabilities, customers are able to move forward with confidence to develop strategies to deliver a successful SIAM implementation.

    It is essential that organisations must, at all costs, resist the temptation to over simplify their understanding of the “as-is” state in the belief that a new SIAM implementation will overcome all of their existing challenges. There are some things which simply cannot be ignored.

    Therefore, within this webinar we will explore a simple three level framework which provides structure, a common language for customers, advisors and suppliers alike and drives true collaboration across the ecosystem.
  • Test Environment Management
    Test Environment Management
    Anurag Sharma, ITSM Author Recorded: Nov 20 2018 36 mins
    The key focus area of every single organisation is to provide best-in-class customer experience, which in 2018 is delivered using technology. To remain competitive in the market, every organisation transforming digitally needs to deliver innovation. It's a fact that the world that consumers and companies operate in is changing in order to make sense of a fast-changing context.

    However, Digital Transformation is also a mindset.

    A faster time to market, the speed of implementation, quality, service availability and lower cost of ownership are the critical elements of Digital Transformation. In an ideal world, Digital Transformation is the thumb rule followed by each company - whether they are small or large, IT or non-IT, start-up, experienced or legacy companies

    Yet, there are industries that are still using their traditional waterfall practices. Old ways of working, system complexity and pressure to survive in this new era create absolute chaos in their world. It's like an IT disease which can be cure by management practices like DevOps and Agile.

    These management practices require some time to mature and not overnight successes. They require a change of culture, technologies and ways of working. In the meantime, there is a need for pain relief so that the transformation journey can start.

    Enter Test Environment Management - the pain relief that alleviates the symptoms.
    This webinar will provide a glimpse into this and how to add value to an organisation’s Digital Transformation journey.
  • Rescue Your Service Desk with Advanced ITSM Superpowers
    Rescue Your Service Desk with Advanced ITSM Superpowers
    George Spalding, Executive Vice President, Pink Elephant Recorded: Nov 15 2018 58 mins
    Are you sensing that your service desk might be in trouble? There are many threatening issues out there that can wipe out your team if you aren’t careful. But, there are also many evolving ITSM strategies you can incorporate into your service arsenal to become a real hero for your team.

    In this webinar, get lessons directly from the spectacled IT crusader George Spalding, executive vice president at Pink Elephant. You will learn about future service desk superpowers you can use to boost performance like:

    •Enhancing vision with intelligent service KPI reporting
    •Increasing strength with iterative process design
    •Running faster with superior service automation processes
    •Increasing agility by incorporating lean practices

    We look forward to seeing you on the webinar!

    Speaker Info:

    George Spalding,
    Executive Vice President, Pink Elephant

    In addition to co-authoring the ITIL® V3’s Continual Service Improvement core volume, George Spalding was honored with the 2012 Ron Muns Lifetime Achievement Award from HDI and is one of the world’s most insightful and engaging IT Service Management and Support experts. In addition to his extensive commitment to moving the industry forward, George spent several years as a consultant to the White House on technical presentations and White House conferences. He also coordinated technical presentations for members of the President's cabinet, the Smithsonian Institute, and the Federal Bureau of Investigation. George is an ITIL Expert, the highest level in the ITIL certification program, is a regular author of IT articles and white papers, and a frequent presenter at global IT conferences and events.
  • How Mature is Your CX? Planning for Success in 2019
    How Mature is Your CX? Planning for Success in 2019
    Nate Brown, Cofounder, CX Accelerator; Chris Bauserman, VP, Product Marketing, NICE inContact; Erica Marois, ICMI (moderator) Dec 12 2018 7:00 pm UTC 60 mins
    Most contact centers operate with the goal of delivering exceptional customer experiences, but how many achieve that objective? Executing on big vision customer experience initiatives is daunting, and if no one "owns" the strategy, it's nearly impossible to attain the desired results. How will your team achieve success in the year ahead? Join us for this can't-miss webinar that will help your organization drive meaningful CX improvements in 2019.

    In this webinar, you will learn:

    * What NICE inContact’s 2018 benchmark survey reveals about 2019 CX priorities
    * What CX maturity means, and why it’s important
    * How to assess your current state of CX maturity
    * How to elevate your level of CX maturity

    Join us for an interactive and informative hour, complete with live audience Q&A.
  • Top 3 IT Automation Use Cases that Bridge People, Process, and Technology
    Top 3 IT Automation Use Cases that Bridge People, Process, and Technology
    Jeff Battaglino Dec 13 2018 4:00 pm UTC 60 mins
    Automation is changing the way we work and live. From self-driving cars to AI-powered virtual assistants, everyone is scrambling for the latest in automated technology.

    The immense pressure for digitized business operations leaves enterprise organizations searching for process automation that improves accuracy and speed, while transforming the customer experience.

    In this webinar you will experience three process automation use cases that will free-up staff to work on more productive projects, reduce human error, and provide faster, more efficient responses to incidents and requests.
  • A new approach to IT Service Management: Selfless Service
    A new approach to IT Service Management: Selfless Service
    Sanjeev NC, Solutions Architect, Freshworks Dec 13 2018 4:00 pm UTC 31 mins
    Service desks are closer to the customers than we can ever imagine. With self-service adoption on the rise and Service desks making it easy for their users to reach them, why do we still hear IT agents complaining users don’t raise tickets? Can we get the Service desk closer to the customers? What if the Service desk lives where the customers are already there?

    This talk explores the possibility of approaching Service management with a selfless mindset focusing primarily on self-service and customers logging tickets with the service desk. A selfless approach takes a lot of effort but not without its benefits.

    About Sanjeev NC;

    Sanjeev is a Solution Architect helping Enterprise customers with their ITSM tool implementation. He’s an ITSM enthusiast with consulting, blogging & speaking experience and enjoys delivering content creatively through memes, comics and puns. He is currently on a mission to ensure every customer support interaction yields the best possible experience.
  • [Panel] Women in ITSM: Opportunities, Lessons, Challenges and Advice
    [Panel] Women in ITSM: Opportunities, Lessons, Challenges and Advice
    Claire Agutter, Simone Jo Moore, Sally Bogg, Elisabeth Thomas, Andrea Kis Dec 18 2018 4:00 pm UTC 61 mins
    Join Claire Agutter, Simone Jo Moore, Sally Bogg, Elisabeth Thomas and Andrea Kisfor an open, honest discussion about the opportunities, lessons and challenges found in a career in ITSM. From entering the industry, to forging a career and making a difference, this one-off panel discussion will explore all facets of being a woman in ITSM in 2018.
  • ServiceNow Predictions for 2019
    ServiceNow Predictions for 2019
    Ellen Daley, Meghan Lockwood, Adam Mason, Dan Lyons, Dale Meyer-Curley, James Hamilton Dec 18 2018 6:00 pm UTC 60 mins
    Our Experts Weigh In: ServiceNow trends should you look for in 2019

    On Tuesday, December 18th, 1:00 PM EST, 10:00 AM PST, join our panel of 6 ServiceNow enthusiasts as they share what they're looking forward to and what trends they see on the rise in 2019 and beyond for ServiceNow.

    - Artificial Intelligence/Virtual Agent Technology
    - Customer Experience
    - ESM Strategies
    - Big Data & Data Analytics
    - Global Business Services... and more!

    Register Today!
  • Verizon Threat Research Advisory Center Monthly Intelligence Briefing
    Verizon Threat Research Advisory Center Monthly Intelligence Briefing
    John Grim, David Kennedy Dec 19 2018 3:00 pm UTC 90 mins
    Join us—the Verizon Threat Research Advisory Center – for our Monthly Intelligence Briefing (MIB) to discuss the current cybersecurity threat landscape.

    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 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 prior to December 14, 2018:

    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!
  • ABCs of AI
    ABCs of AI
    Sudheer Matta, VP of Product, Mist Dec 19 2018 5:00 pm UTC 56 mins
    There's a lot of buzz around Artificial Intelligence and how it can help IT operations. There's also a lot of confusion.

    Watch this on-demand AI:rchitect series webinar where we'll cut through the AI noise. In this interactive session, we'll cover:

    - The need for AI-driven IT
    - The difference between AI, machine learning, deep learning, data science, and other common techniques
    - Ways to implement data science in your Wi-Fi network
    - How to prepare yourself (and your IT team) for the transition to AI-driven IT
  • Apple IT Trends for 2019
    Apple IT Trends for 2019
    Garrett Denney, Product Marketing Manager, Jamf Jan 8 2019 2:00 pm UTC 30 mins
    Never one to rest on its laurels, Apple continues to evolve its capabilities and form strategic partnerships to help more students, teachers and employees enjoy the unmatched capabilities of the Apple ecosystem.

    As you finalize your technology plans for 2019, join us for a brief recap of the major milestones Apple hit in 2018 and take a sneak peek at what you can expect from Apple (and Apple device management) next year.

    We’ll cover:

    Apple IT accomplishments in 2018
    Predictions for Apple IT trends in 2019
    IT initiatives to consider (with use cases) and how to implement
  • Apple IT Trends for 2019
    Apple IT Trends for 2019
    Garrett Denney, Product Marketing Manager, Jamf Jan 8 2019 7:00 pm UTC 30 mins
    Never one to rest on its laurels, Apple continues to evolve its capabilities and form strategic partnerships to help more students, teachers and employees enjoy the unmatched capabilities of the Apple ecosystem.

    As you finalize your technology plans for 2019, join us for a brief recap of the major milestones Apple hit in 2018 and take a sneak peek at what you can expect from Apple (and Apple device management) next year.


    We’ll cover:

    Apple IT accomplishments in 2018
    Predictions for Apple IT trends in 2019
    IT initiatives to consider (with use cases) and how to implement
  • ITSM Series: Kick start your ITSM implementation (1/3)
    ITSM Series: Kick start your ITSM implementation (1/3)
    Bill Hansey, George Rubio Jan 8 2019 7:30 pm UTC 54 mins
    Join us for the first of our three-part webinar series. You’ll learn new ways to consolidate disjointed services and applications, including:

    How built-in best practices can rapidly consolidate your inefficient tools (CMDB, and Incident, Problem, Change) to a single, cloud-based system of action
    How integrated service management with a single CMDB can help your team deliver timely IT services that make employees happy
    How to help your organization be “better, faster, cheaper” and accelerate value delivery
  • How a Mobile App Enhances Your Contact Center Strategy
    How a Mobile App Enhances Your Contact Center Strategy
    Ben Couch, Solutions Architect, OpenText Jan 9 2019 7:00 pm UTC 60 mins
    Intraday management is one of the highest priorities and most demanding tasks for contact center managers. Mobile self-service provides supervisors with the tools needed to quickly adapt to unexpected changes, manage all aspects of schedules, and better communicate with their agents.

    During this webinar we will demonstrate how to use the mobile app from a managerial and agent point of view, and show how agents can view/change schedules, manage preferences, receive push notifications, shift trade, and more.
  • ITSM Series: Deliver amazing IT service while increasing productivity (2 of 3)
    ITSM Series: Deliver amazing IT service while increasing productivity (2 of 3)
    Bill Hansey, George Rubio Jan 15 2019 9:00 pm UTC 58 mins
    Part two will help you deliver an IT service experience everyone loves. Topics include:

    How to deliver a consumer-like employee experience through a self-service portal
    Providing a modern experience with personalized mobile apps, self service portals, and contextual collaboration
    Using machine learning and AI-powered chatbots to automate common requests, making work easier and more efficient
  • ITSM Series: Achieve insights and visibility for continual innovation and improv
    ITSM Series: Achieve insights and visibility for continual innovation and improv
    Bill Hansey, George Rubio Jan 22 2019 7:30 pm UTC 34 mins
    In this final episode, you’ll find out how to make sure your IT services are performing optimally with smart strategies to:

    Get full visibility with built-in dashboards and Performance Analytics providing real-time, actionable information to continually improve services
    Learn how a single data model can eliminate information silos with one data source for your enterprise
    Learn how Continual Improvement Management can align data, people, and business goals in one place and empower strategic planning and execution
  • Introducing the new IT availability metric for the Digital Age...Mean Time Betwe
    Introducing the new IT availability metric for the Digital Age...Mean Time Betwe
    Ian MacDonald - Edenfield IT Consulting Jan 29 2019 1:00 pm UTC 45 mins
    In the new digital world, increasingly when IT stops the business stops.

    Investment in High Availability and Disaster Recovery solutions is now an essential business imperative to avoid outages and provide the ability to recover IT services quickly. Yet, there seems to be an increasing frequency of companies experiencing unplanned protracted IT outages which are typically huge in terms of financial loss, marketplace reputation and poor customer experience. The term ‘fiasco’ being often associated with these high visibility failures by the media and angry frustrated customers.

    In this session we look at the common causes of unplanned IT outages and protracted recovery. From this we conclude that in most cases HA and DR offers no protection and more significantly may actually be a key risk factor behind human error now emerging as one of the top causes of unplanned IT outages being experienced by IT organisations.
  • Automation in Service Management
    Automation in Service Management
    Rob Akershoek, Chair, IT4IT Jan 29 2019 6:00 pm UTC 45 mins
    Explore how automation will revolutionise Service Management with IT4IT's Rob Akershoek.
  • Now on Now: How Performance Analytics is enabling service excellence
    Now on Now: How Performance Analytics is enabling service excellence
    Archana Penukonde, Satish Mallavolu Jan 29 2019 9:30 pm UTC 56 mins
    Curious how using Spotlight and Word Clouds can make work better all the time? Join ServiceNow experts – Satish Mallavolu, Senior Manager, Business Intelligence, and Vivek Ambekar, Senior IT Business Intelligence Analyst – as they discuss how Performance Analytics can transform your IT experience.

    At ServiceNow, we use our own IT Service Management solution, coupled with Performance Analytics. A critical element in our journey is the ability to continually improve operations by setting clear goals and measuring Key Performance Indicators (KPIs) against our goals. Performance Analytics offers unique capabilities and advantages in providing actionable insight and real-time trends of KPI performance. It also enables persona-based views of the information to all stakeholders in our organization – from our operations staff to our CIO.

    In this webinar, you’ll learn:

    How we use Performance Analytics to increase operational visibility
    How we are improving service performance and elevating our own IT service experience
    Best practices and recommendations from ServiceNow experts, based on our own learnings
  • Transform IT to deliver more growth-oriented innovation
    Transform IT to deliver more growth-oriented innovation
    Darren Haway (Tiffany), Bruce Randall Feb 5 2019 7:30 pm UTC 58 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 your business success.

    Join Darren Hamway, Portfolio Manager/IT Project Management Office, Tiffany & Co., and Bruce Randall, Director Product Marketing, ServiceNow to learn how to deliver innovation without negative employee impact, or breaking the bank on infrastructure and resources.

    In this webinar you’ll learn:

    How Tiffany & Co. has successfully merged their processes and procedures with ServiceNow to increase portfolio visibility and data output
    How ITSM and ITBM can be used together to automate gaps in the service lifecycle
    How combining ITSM and ITBM helps to deliver new innovations
    How to transition from successful IT service management to successful IT business management
  • Verizon Threat Research Advisory Center Monthly Intelligence Briefing
    Verizon Threat Research Advisory Center Monthly Intelligence Briefing
    John Grim, David Kennedy Feb 20 2019 3:00 pm UTC 90 mins
    Join us—the Verizon Threat Research Advisory Center – for our Monthly Intelligence Briefing (MIB) to discuss the current cybersecurity threat landscape.

    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 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!
  • Verizon Threat Research Advisory Center Monthly Intelligence Briefing
    Verizon Threat Research Advisory Center Monthly Intelligence Briefing
    John Grim, David Kennedy Mar 20 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.

    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 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!
  • Strategies for Transforming Service Integration
    Strategies for Transforming Service Integration
    Michelle Major-Goldsmith and Simon Dorst, Kinetic IT Apr 11 2019 10:00 am UTC 45 mins
    Uncover strategies for transforming service integration with Michelle Major-Goldsmith and Simon Dorst of Kinetic IT.
  • ITSM and Digital Transformation
    ITSM and Digital Transformation
    Simon Dorst and Michelle Major-Goldsmith - Kinetic IT Jul 16 2019 10:00 am UTC 45 mins
    A look at ITSM and Digital Transformation with Simon Dorst and Michelle Major-Goldsmith.
  • Cloud Credential Council's Look at ITSM and Digital Transformation
    Cloud Credential Council's Look at ITSM and Digital Transformation
    Mark O' Loughlin - Cloud Credential Council Jul 16 2019 3:00 pm UTC 45 mins
    Mark O' Loughling of Cloud Credential Council looks at ITSM and Digital Transformation