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  • Creating a Consumer-Like Experience for Your Customers Creating a Consumer-Like Experience for Your Customers George Spalding, EVP of Pink Elephant, Jarod Greene and Daniel Cooper with Cherwell Recorded: Nov 18 2016 40 mins
    User Interface and User Experience are important in IT, especially in IT Service Management tools. Intuitive and easy-to-use tools will ensure that both your users and your staff are making the most of your investment and getting the best results. A generation of users expect consumer-like experiences at work and meeting their needs will promote higher self-sufficiency. In this webinar, George Spalding of Pink Elephant and Cherwell ITSM experts discuss how to choose the right ITSM tool to increase customer satisfaction and improve results.
  • An emergent approach to Continual Service Improvement An emergent approach to Continual Service Improvement Mark Smalley, The IT Paradigmologist, ASL BiSL Foundation Recorded: Nov 18 2016 40 mins
    Continual Service Improvement is usually based on the plan–do–check–act (PDCA) cycle. PDCA emerged in the manufacturing era with much emphasis on statistical control. But what if the nature of the environment is more emergent than deterministic? Can the PDCA cycle still be applied and if so, how?

    This presentation explores the diverse nature of (organisational) systems, focusing on the relationship between cause and effect. It is based on Dave Snowden’s sense-making Cynefin framework. Snowden distinguishes between 4 system domains. In the Obvious and Complicated domains, systems are predictable; whereas in the Complex and Chaotic domains, they are not.

    The main takeaway from this presentation is a better understanding of the nature of systems, and knowing how best to act within the PDCA cycle.

    BIO

    Mark Smalley, also known as The IT Paradigmologist, is specialized in Application Management and Business Information Management. Mark is an IT Management Consultant at Smalley.IT and Ambassador at the ASL BiSL Foundation. He is also affiliated with AllThingsITSM, APMG International, BrightTALK, BRM Institute, GamingWorks, IT4IT Forum, ITPreneurs, Pink Elephant, Taking Service Forward, Topconf, and Van Haren Publishing. Mark has reached out to thousands of IT professionals at more than 100 events in more than 20 countries. Connect with him @marksmalley & www.linkedin.com/in/marksmalley.
  • How MSPs and IT Organizations can Empower High Growth w/ ITSM How MSPs and IT Organizations can Empower High Growth w/ ITSM William Guinn, Chief Technology Officer for ServiceAide and Anne Morello, Director of Software Engineering at TriZetto Recorded: Nov 17 2016 37 mins
    Join ServiceAide and our MSP partner: The TriZetto Group, a Cognizant Company
    Trizetto leads in the Healthcare industry with a grow of 12% CAGR through 2020.

    TriZetto delivers world-class, healthcare IT solutions that enable healthcare organizations to work more efficiently and collaboratively to deliver better health.
    TriZetto solutions reach 260,000 care providers, streamline processes for more than 350 payers and touch over half the U.S. insured population

    We will discuss how TriZetto manages to deliver high value ITSM services while reducing their costs and growing their business
  • LTE Network Technology: Bringing Seamless Connectivity to the Enterprise LTE Network Technology: Bringing Seamless Connectivity to the Enterprise Ken Rehbehn -451 Research, Mike Carper -Nokia, Amit Jain- SpiderCloud Recorded: Nov 17 2016 52 mins
    During this webinar, the MulteFire Alliance will provide an overview of MulteFire technology and detail how it provides a new wireless connectivity option for enterprises. MulteFire is an LTE-based technology that operates in unlicensed and shared spectrum, enabling an enterprise to deploy its own high-performance wireless network. 451 Research analyst Ken Rehbehn and Alliance members will discuss MulteFire in enterprise IT applications and share why IT decision makers should start planning to incorporate MulteFire into their networks.

    Attendees will learn how MulteFire:
    •Improves indoor and outdoor capacity
    •Delivers a neutral host to serve any user
    •Offers opportunity to cover more area and devices with fewer nodes than Wi-Fi
    •Leverages LTE’s strong security, authentication, and more
    •Supports features such as VoLTE, LTE broadcast, interface management, advanced radio resource management and more
    •Plans for the continued evolutionary path established for LTE
  • Sneak Peek: 2016 Desktop Support Practices & Salary Data Sneak Peek: 2016 Desktop Support Practices & Salary Data Roy Atkinson and Peter Zeinoun Recorded: Nov 15 2016 61 mins
    In this webinar, HDI’s senior writer/analyst, Roy Atkinson, will showcase new data from the 2016 Desktop Support Practices & Salary Survey. This data, previously unpublished, will take a look at the technologies and trends in desktop support, with a spotlight on the importance of remote control and assistance.

    Some of the data featured include:
    * Frameworks and methodologies desktop support teams align with include ITIL, the HDI Support Center Standard, Lean, COBIT, and this year, DevOps
    * On average, customer satisfaction with desktop support exceeds customer satisfaction with the support center overall
    * The top five must-have technologies for desktop support include alerts and monitoring tools, and remote control
    * Remote control is used almost equally by the support center (81% of organizations) and by desktop support (80.6% of organizations)
    * 51% of organizations track desktop support tickets separately from other tickets
    * Nearly one-third of desktop support organizations are resolving 51-75% of tickets through remote support
  • Enterprise Mobility as a Service for the SMB Market Enterprise Mobility as a Service for the SMB Market Chris Marsh, RD of Enterprise Mobility from 451; Craig Riegelhaupt, Director of Product Marketing at Tangoe Recorded: Nov 15 2016 45 mins
    The door is open for the savvy business to get more bang for their buck due to the increased choice from mobile carriers. But increased choice can be paralyzing for the SMB market when it is still coming to grips with some of the basics of enterprise mobility.

    In this webinar, 451 Research will discuss the market trends in enterprise mobility for the SMB market, and how organizations can support remote and mobile workers when carriers are pushing for a return to corporate-liable arrangements. To help focus on this underserved market, Tangoe will provide examples of simple services that can help overcome common hurdles to value creation through Mobility as a Service
  • Where’s the value in CSI if your customers don’t recognise it? Where’s the value in CSI if your customers don’t recognise it? Ian MacDonald FBCS CITP FISM Recorded: Nov 15 2016 50 mins
    In this session we explore the concepts of ‘value’ and the challenges facing IT service providers in conveying the value being provided from their IT services and the capabilities of their people. Where customers are unsure of the value provided, then this brings into sharp focus cost and value for money.

    A CSI strategy based on a ‘Marginal Gains’ approach recognises that with existing IT services there are always opportunities to add value to the customer from low or no cost enhancements. However, there is no value in CSI if your customers don’t recognise it.

    The benefits of CSI need to be communicated and explained in business and customer terms to all relevant stakeholders. This requires the IT service provider to recognise the strategic importance of managing customer perception and developing a communications strategy that provides timely, targeted and relevant information to customers on the value being provided.
  • Value of Call Recording in the Cloud Value of Call Recording in the Cloud Mike Berlin, Senior VP Global Sales & Business Development, TelStrat Recorded: Nov 10 2016 24 mins
    This webinar introduces Engage WFO SaaS™ (Software-as-a-Service), a managed service from TelStrat providing advanced call recording, quality management, analytics, and workforce management. We will describe the benefits of moving to a cloud-based subscription model, explore deployment options and multiple use cases. Learn how you can lighten the workload for your IT department while always having access to the most current software features. If you need to do more with less, increase productivity and customer satisfaction, and provide a clear view of performance, don’t miss this webinar.
  • Get self-service of passwords with HPE Service Anywhere – FREE Version! Get self-service of passwords with HPE Service Anywhere – FREE Version! Finn Jensen, FastPassCorp Recorded: Nov 10 2016 46 mins
    Service Desk Institute has just published a new report on corporate self-service of passwords. The report reveals significant difficulties for a majority of large companies when introducing self-service of passwords for end-users. At least 5 major problems cause users to reject self-service.
    This Webinar will highlight the results, and present the successful best practices from FastPassCorp, which enables customers to reach 75-90% adoption.
    The FastPassCloud solution can be delivered together with HPE Service Anywhere and Service Manager.
  • Preparing ITSM for Digital Business Preparing ITSM for Digital Business Matt Hooper Recorded: Nov 10 2016 56 mins
    All facets of the business demand innovation from IT, but preparing for it requires scope, timing, vision, understanding the competitive landscape, and innovative business processes. This will require new roles, new approaches to funding special projects, value-based metrics, and controls to ensure that the shifts aren't seismic. In this session we'll look at examples of businesses that used big data and analytics, mobile, social media, IoT, or other disruptive technologies to revolutionize their business model, and we'll provide steps that can assist your journey.
  • Top 10 Best Practices for WFO Top 10 Best Practices for WFO Brad Snedeker, Director of Innovation, Calabrio Recorded: Nov 9 2016 48 mins
    Best Practices means many different things to many different people, but there are some common themes across all contact centers where best practices can be applied. In this webinar we will discuss the Top 10 industry-proven Best Practices for Workforce Optimization and techniques for applying them to your contact center.
  • Projects end, but Services Live On. IT Better Focus on Delivering Services! Projects end, but Services Live On. IT Better Focus on Delivering Services! George Spalding, Pink Elephant and Allen Houpt, CA Technologies Recorded: Nov 4 2016 51 mins
    IT has grown up over the last 50 years as a conglomeration of hundreds of projects. And, for better or worse, IT is still in project mode. Someone (usually the business) has an idea to make things better, sells the idea to the executives, gets funding, writes a charter, and the merry-go-round begins. In most enterprises, the big picture doesn’t get propagated to the operational level. In delivering services to the business, even the PMO functions more like a traffic cop than a strategic advisor. Projects, by definition, have a beginning, a middle, and an end. Yet the business’s need for services and value from IT knows no end. The time has come to change the way IT approaches delivering services. IT needs to focus on providing agile, high-quality, ongoing services that the business needs and wants. IT must provide ongoing value to the business; all day, every day. Projects end, but well-designed services live on and on.
  • How to Reduce Risk and Time in your IT Audit How to Reduce Risk and Time in your IT Audit Jeff Kelsey, Director of ITAM Product Management, Cherwell Software Recorded: Nov 2 2016 32 mins
    Software Compliance--Are You Audit Ready? Software vendor audits are expensive, time consuming, and for most organizations, inevitable. You know it's coming - what can you do to make it less painful? In this webcast, we will cover how asset management simplifies proactive compliance, enabling you to discover software inventory and usage, and reduce time spent responding to an audit by up to 75%. Hear IT Asset Management expert Jeff Kelsey discuss how to reduce licensing risks and better respond to software requests as part of your overall ITAM strategy.
  • Mobile Strategy: The Benefits of Using an Integrated Solution Mobile Strategy: The Benefits of Using an Integrated Solution Chris Marsh, Research Director at 451; Emil Stoychev Progress, Product Manager at Progress Digital Factory for Mobile Recorded: Oct 27 2016 54 mins
    Companies have struggled to find their feet when it comes to combining technology, people and workflow in their mobile application development strategies. All too often fragmented technologies have impeded progress. As technologies mature however and mobile (as distinct from pure web development) becomes better understood, there is light at the end of the tunnel. In particular integration across the lifecycle is delivering significant productivity gains for developers and business stakeholders that makes moving from handfuls of apps to a scaled mobile app strategy more of a reality.
  • Boost sales productivity with 8x8 and Salesforce Boost sales productivity with 8x8 and Salesforce Alon Waks, VP Product Marketing, 8x8 Recorded: Oct 27 2016 50 mins
    Sales managers have a dilemma. They want representatives on the phone tracking down leads, qualifying prospects, and closing business. But they also need activity reports and forecasts to manage sales operations and forecast performance. How do you get one without sacrificing the other?

    Join 8x8 VP Alon Waks in an important webinar to learn how integrating 8x8 cloud communications with Salesforce keeps representatives focused on customers rather than administration. Alon will show a real-life example of how a streamlined, automated process can:
    -Free sales reps from tedious opportunity logging and recording.
    -Provide greater visibility into the sales funnel and day-to-day activities.
    -Optimize your sales organization and operations for greater productivity.
  • Modernisieren Sie Ihr Change Management & minimieren gleichzeitig das Risiko Modernisieren Sie Ihr Change Management & minimieren gleichzeitig das Risiko Silke Radde (Sr Solution Engineer) and Jens Kindgen (Sr Solution Engineer) Recorded: Oct 27 2016 39 mins
    Durch neue Technologien ändert sich die Welt um uns herum immer schneller, was auch größere Auswirkungen als jemals zuvor mit sich bringt. Zum Beispiel stellt das Konsumieren von Unternehmens-IT die gängige Arbeitspraxis vor neuen Herausforderungen. Auch die enormer Ausbreitung von Geräten und Endpunkten führt dazu, dass sich Unternehmen mit Internet of Things Strategien beschäftigen müssen. Zudem werden durch Virtualisierung und Cloud Technologien neue, revolutionäre Wege eingeleitet, wie wir heutzutage Services konsumieren. Aber, das Handhaben von komplexen Infrastrukturen ist schwierig, ein erfolgreiches Managen von Änderungen (Changes) über diese vielschichtige Infrastruktur hinweg kann ein “Alles oder Nichts” für ein Unternehmen bedeuten.

    Hier nun die richtige Balance zwischen Agilität und Kontrolle zu finden, ist extrem kritisch für eine IT Organisation, die sowohl das Ziel hat, Risiko zu minimieren aber dennoch Business zu ermöglichen.

    Dieses Webinar stellt die entscheidenden Grundlagen für einen neuen, modernen Ansatz im Change Management dar (der ebenfalls die Bereiche Configuration und Release Management tangiert), um es IT Abteilungen zu ermöglichen, Changes effektiver durchzuführen:
    - Sinnvolle Automation: Eliminieren des Risikos und dies lieber früher als später durchführen
    - Von Daten zu Einblicken gelangen: bessere Entscheidungsfindung mit kontextabhängigen Daten
    - Gelegenheitsnutzer besser unterstützen: Einfache und intuitive Benutzererfahrung unterstützen
  • Selecting the Right ITSM Vendor in the Digital Management Age Selecting the Right ITSM Vendor in the Digital Management Age Eveline Oehrlich, Principal Consultant, Forrester Research and Elinor Klavens, Researcher, Forrester Recorded: Oct 26 2016 40 mins
    If you are planning on replacing your IT Service Management tool, it's critical to understand how the ITSM landscape is evolving and the important role Digital Service Management plays within the modern enterprise. In this webinar, Forrester Research showcases how to identify the key capabilities you should consider when evaluating solutions and selecting the right vendors for your short list of ITSM tools. Forrester Research Analyst Eveline Oehrlich leads the discussion about Digital Service Management and how it directly impacts ITSM.
  • Data Center Colocation: Is it the Right Approach for the Enterprise? Data Center Colocation: Is it the Right Approach for the Enterprise? Kelly Morgan - 451 Research, Jim Leach- RagingWire, Bill VanCuren- NCR Recorded: Oct 21 2016 36 mins
    Is Data Center Colocation the Right Approach for the Enterprise? A 451 Conversation with the CIO of NCR.

    Large enterprises have traditionally owned and operated their own data centers. But the capital and personnel requirements of owning and operating your own data centers as well as the strategic distraction, are causing many enterprises to consider replacing their data centers with a mix of colocation and cloud computing.

    In this webinar, Kelly Morgan, Vice President at 451 Research and one of the leading authorities on the economics and finances of the data center and hosting industries, will present the key considerations for enterprises as they evaluate colocation. Then, William VanCuren, Chief Information Officer at NCR, will join Kelly for a discussion on NCR’s hybrid cloud strategy, including their convergence of public cloud and colocation to support the enterprise
  • Gen 4 Attacks: Web Behavior Analytics to Protect Websites Gen 4 Attacks: Web Behavior Analytics to Protect Websites Eric Ogren, Senior Analyst at 451 Research, & Omri Iluz, CEO of PerimeterX Recorded: Oct 20 2016 58 mins
    Join Eric Ogren, Senior Security Analyst at 451 Research, and Omri Iluz, CEO of PerimeterX, as they discuss how your best defense against automated website attacks rests with an approach founded on analyzing the behavior of humans and bots. 451 Research has talked with organizations that have saved millions in fraudulent transactions after embracing a behavioral analysis approach to security.

    Sophisticated attackers are commercially motivated, using automated attacks to inflict damage. By abusing encoded business logic, they utilize real browsers to take over accounts, perform fraudulent purchases and scrape intellectual property, without triggering traditional security mechanisms. Through advanced techniques of cloaking from the world of malware, they disguise their nefarious intentions. Signature-based bot detection and WAFs are blind to these new threats, leaving your organization’s website defenseless.

    In this webinar you will learn:

    •How bots have evolved from simple scripts to sophisticated Man-in-the-Browser attacks
    •How to protect against advanced modern attacks utilizing real-user browsers
    •How to detect malicious behavior with Web Behavior Analytics (WBA) technologies
    •Real-world attacks and how organizations use behavioral analysis to prevent them
    •How to future-proof your business and your infrastructure
  • Transforming Support Across the ServiceNow Enterprise Transforming Support Across the ServiceNow Enterprise Bill Pollie, EVP Global Sales and Business Development, RightAnswers Recorded: Oct 20 2016 32 mins
    Good news for ServiceNow users: You can now extend the power of ServiceNow across the enterprise!

    ServiceNow now handles not just support tickets but also cases for all departments, such as Customer Service, Finance, HR and so on.

    But to be effective, the knowledge each department is creating has to be easy to use and easy to find. As more people create knowledge, it becomes even more important to build it the right way.

    Join this 30-minute webinar where we will show how to:

    • Create and manage knowledge for maximum efficiency and usability
    • Ensure that high-quality knowledge is being created
    • Bring best practices in knowledge creation and maintenance
    • Increase collaboration and sharing across the enterprise
  • The DevOps Approach The DevOps Approach Anthony Orr, ITIL Author & Examiner Recorded: Oct 19 2016 6 mins
    ITIL, also known as the Information Technology Infrastructure Library, is the global standard for IT best practices. In this short webcast, ITIL Author and Examiner Anthony Orr reviews the do's and don'ts for implementing a DevOps approach. He discusses the synergies between ITIL and IT Service Management and how to adopt the technology to best meet your needs. Learn best practices from ITIL v3 Master Anthony Orr.
  • ChangeGear Service Smart Technology Overview Video ChangeGear Service Smart Technology Overview Video SunView Software Recorded: Oct 18 2016 4 mins
    ChangeGear Service Smart Technology takes advantage of big data and machine learning to deliver intelligent features that power a new era of ITSM. Intelligent features that augment user interactions and provides predictive analytics and recommendations in real-time based on your organization's historical data, knowledge base, and user interactions. The result is shorter staff training time, faster resolution times, and happier end users.
  • How to Implement Strong IT Problem Management Processes How to Implement Strong IT Problem Management Processes Anthony Orr, ITIL Author & Examiner Recorded: Oct 12 2016 6 mins
    ITIL, also known as the Information Technology Infrastructure Library, is the global standard for IT best practices. In this short webcast, ITIL Author and Examiner Anthony Orr discusses best practices and common mistakes relating to implementing IT Problem Management processes within the enterprise. He also covers integrating your problem management processes with technology. Learn best practices from ITIL v3 Master Anthony Orr.
  • Database as a Service: What should you consider before migrating to the cloud? Database as a Service: What should you consider before migrating to the cloud? Matt Aslett - 451 Research Director, Data Platforms and Analytics Recorded: Oct 11 2016 48 mins
    Database-as-a-service offers multiple potential benefits, including lower database licensing and infrastructure costs, faster time to application development, and reduced administration overheads. These benefits are most likely to be experienced by database administrators and architects, although senior decision-makers and business users also stand to gain from having on-demand access to database services, rather than waiting for databases to be configured and deployed on dedicated physical or virtual server infrastructure.

    While 451 Research anticipates growing adoption of database-as-a-service (DBaaS), adoption is currently nascent compared with other cloud services, as enterprises look to make the most of their investments in on-premises database deployments, and also to identify the most appropriate workloads for transition or migration to DBaaS. This webinar explores the factors shaping those adoption trends, including the potential benefits and challenges to DBaaS adoption, the economics of the cloud as they relate to database workloads, and adoption lifecycles.

    Based on research involving enterprises currently deploying database workloads in the cloud, the webinar will:

    • Highlight the trends driving enterprises to move database workloads to the cloud
    • Identify the challenges causing enterprises to be hesitant about migrating database workloads to the cloud
    • Identify the use-cases that are prime candidates for migrating database workloads to the cloud
    • Highlight the critical success factors for database migration to the cloud
  • Two Speed Transition: Tradition & Innovation – starring Release, Service Catalog Two Speed Transition: Tradition & Innovation – starring Release, Service Catalog Jon Morley, Vawns Murphy and Matt Hoey Recorded: Oct 11 2016 55 mins
    In this fast moving and interactive session - featured at the ITSMF UK 2015 and ICS/ITSMF Ireland 2016 conferences - the itSMF UK Service Transition Specialist Interest Group take on the concept of applying “bi-modal IT” or “two speed ITIL”. Agile, DevOps, the culture of ‘doing more with less and quicker’ are all common examples of expectations on IT service providers in a world where the framework are geared more towards traditional approaches to service management.

    By pitting traditional against ‘new thinking’ approaches across several Service Transition topics (Release Management, Service Catalogue and Early Life Support), the group share their experience on applying the different approaches.

    You’ll get the chance to put your view across through a series of votes and open discussion slots throughout the session…time boxed of course!

    Speakers:
    Jon Morley – Service Transition Manager at University of Nottingham & Vice-Chair of itSMF UK Transition SIG
    Vawns Murphy - Problem & Change Manager at Micro Focus
    Matt Hoey - IS Change and Service Quality Manager at Grant Thornton UK LLP & Chair of itSMF UK Transition SIG
  • Service catalog in the app store era Service catalog in the app store era Narain Muralidharan, Freshservice Dec 7 2016 2:00 pm UTC 45 mins
    The way we purchase has come a long way since the good old days. What used to be a cash based transaction was soon replaced by newer payment methods like wire transfers, plastic money, Bitcoin, Square, Apple Pay, etc. But enterprise service request management has remained the same even as consumer technology has evolved drastically.

    The App Store model has redefined the way we consume services. All it takes to purchase a new service is a tap of the thumb – the preferred method to purchase within the confines of your home.

    So what can we, as IT leaders, learn from the App Store to make the service request catalog experience better?
  • Use your data to Reduce Service Request Resolution Time Use your data to Reduce Service Request Resolution Time Dean Williams, President Block64 Dec 7 2016 4:00 pm UTC 45 mins
    Case study examples of using better asset data to improve service, reduce cost & mitigate risk.

    Smash the silo: make your key asset data available across the organization, at all times. In this section, we’ll talk a bit about how organizations often silo their support/ticketing systems off from other systems containing key asset data, and why this would matter and introduce potential waste and headaches for an organization.

    The hidden costs of a long refresh cycle: Here I discuss the relationship between aged assets and the spike this can cause in support traffic. A look at gaps that can be exposed by having things like asset age, supportability, and current maintenance coverage can help with a refresh strategy.

    Proper maintenance coverage: a shortcut to eased support overhead.
    Here I’ll talk through a handful of real-world examples where a lack of asset oversight led to actual outages or over-payment by customers we’ve worked with.

    Pitfalls of popular maintenance platforms: Discussing some of the ways in which gaps that cause support headaches are systemically introduced by popular maintenance programs such as SmartNET.

    Using data to reduce Service Request Resolution Time: Lastly, talk about how to gauge and meter the soft and hard benefits of introducing better data during the support process
  • Who You Gonna Call? Arm the Service Desk to Ghost-Bust Issues Before They Occur Who You Gonna Call? Arm the Service Desk to Ghost-Bust Issues Before They Occur Chris Marsh, 451 Research; Chris Dunn, Easy Vista; & Bruce Aboudara, Scalable Software Dec 13 2016 6:00 pm UTC 60 mins
    The Service Desk is at the frontlines of a changing landscape in IT. IT is now, more than ever, required to provide 100% uptime of their services, and provide them to users anytime and anywhere – thanks in large part to the growth in new consumer apps and services accessed through mobile devices.

    To support this demand the service desk must be aware of and prepared for several key trends:

    •Mobile. More and more, users are accessing their services through their mobile devices. Powerful trends are shaping the mobile world that will impact the Service Desk. We in the service desk must adapt, but what does that mean?

    •Service Availability. Users expect their services to always be up – just like they experience with their other mobile apps and should there be an issue, they expect it to be resolved immediately. What can the Service Desk to make this dream a reality?

    •New Technologies. Prompted by this need for always-on, mobile-available services, infrastructure teams are looking toward newer technologies such as public clouds, software defined networking (SDN), and hyperconverged architectures. How does this impact the Service Desk?

    Join, Chris Marsh, lead mobility analyst at 451 research, Chris Dunn, Global Director of Product marketing for EasyVista, and Bruce Aboudara SVP at Scalable Software as they discuss the key trends the service desk need to know about as well as actions the service desk can take to capitalize on those trends.
  • How Make-A-Wish America Delivers Seamless Remote Support in a Connected World How Make-A-Wish America Delivers Seamless Remote Support in a Connected World Renee Dodson, Peter Zeinoun, Roy Atkinson (moderator) Dec 13 2016 6:00 pm UTC 60 mins
    Make-A-Wish® grants the wishes of children with life-threatening medical conditions to enrich them with hope, strength and joy. In this session, Renee Dodson, Technical Support Specialist from Make-A-Wish America, and Peter Zeinoun from LogMeIn Rescue will present key trends impacting internal IT today and discuss real-world best practices to addressing top challenges through remote support, including:

    * How remote support helps enable Make-A-Wish® to fulfill its mission
    * Key trends of the mobile workforce
    * How to create seamless support experiences across channels and devices
    * Empowering tech support to deliver fast, efficient, and frictionless service
  • Six Ways to Modernize the Contact Center in 2017 Six Ways to Modernize the Contact Center in 2017 Brad Snedeker, Director of Innovation, Calabrio & Nancy Jamison, Principal Analyst - Digital Transformation, Frost & Sullivan Dec 15 2016 6:00 pm UTC 60 mins
    Millennials have been flooding the workplace for a number of years, and with them they have brought change. In particular, this emerging workforce has had a big impact on customer contact with different requirements, attitudes, and technology. Is your contact center ready to handle the changing needs of the new workforce?
  • Do’s and Don’ts for Implementing ITIL in Your Organization Do’s and Don’ts for Implementing ITIL in Your Organization Anthony Orr, ITIL Author & Examiner Dec 15 2016 8:00 pm UTC 30 mins
    ITIL, also known as the Information Technology Infrastructure Library, is the global standard for IT best practices. ITIL v3 Master Anthony Orr covers four areas of ITIL processes: Incident Management, Problem Management, Change Management, and DevOps. Be sure to download the ‘How to Apply ITIL Processes’ guide in Attachments, which contains detailed lists of ITIL Do’s and Don’ts covered in this webinar, along with additional ITIL resources. This session is a compilation of the four short ITIL webinars on our BrightTALK channel.