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  • How GoDaddy Uses AIOps to Automate Incident Response
    How GoDaddy Uses AIOps to Automate Incident Response Tom Duran, Site Reliability Manager, GoDaddy Recorded: Nov 21 2017 17 mins
    Throughout rapid expansion, globalization and going public, GoDaddy was challenged to scale operational and incident response framework in new ways.

    In this detailed talk, join Tom Duran, Site Reliability Manager at GoDaddy, as he takes you through the transformation from a largely manual incident process to a fully automated lights-out incident response model.
  • The Emerging ITSM Technologies Behind Intelligent Self-Service
    The Emerging ITSM Technologies Behind Intelligent Self-Service Dr. Lawrence Hall, Professor of Computer Science and Engineering, University of South Florida Recorded: Nov 16 2017 46 mins
    This webinar will take a deep dive behind some of the most prevalent emerging technology behind self-service. Items like machine learning, deep learning, natural language processing, chatbots, data mining, predictive analytics, etc. will be explored by the distinguished Dr. Lawrence Hall of the Computer Science and Engineering Department at the University of South Florida. We will also take a close look at some of these technologies as they apply to IT Service Management through real-world use cases.

    Presenters:
    -Dr. Lawrence Hall, Professor of Computer Science and Engineering, University of South Florida
    -Jaime Spector, Product Marketing Manager, SunView Software
  • Learn how AI will help you Conquer the Top 5 IT Service Hurdles
    Learn how AI will help you Conquer the Top 5 IT Service Hurdles William Guinn & Forrester Research  Recorded: Nov 16 2017 62 mins
    Learn how to overcome the 5 most common frustrations and efficiency impediments. ServiceAide’s CTO William Guinn will describe how artificial intelligence and a virtual support agent integrated into our Cloud Service Management™ products will aid you to overcome them, as well as how you can lower your ticket volume, resolution time, ticket processing costs, and increase customer satisfaction and IT/support job satisfaction.
  • CSO Lessons Learned:Cybersecurity Risk on the Road to Digital Transformation
    CSO Lessons Learned:Cybersecurity Risk on the Road to Digital Transformation Aaron Sherrill Senior Analyst 451 Research, Dave Mahon CSO CenturyLink Recorded: Nov 15 2017 48 mins
    Organizations on the journey to digital transformation are encountering new challenges with managing risk. Not only are complex digital transformation initiatives making it difficult for organizations to fully grasp their entire risk profile but digital transformation is also resulting in new types of risk for the company. Organizations with strong risk aversion are in danger of preventing or stifling innovation and change. How can organizations manage risk and create a strategy that empowers digital transformation? What have organizations learned on the road to digital transformation that can help others early on in the journey?
  • ITSM Expert Roundtable - Adapt or Perish: The Future of ITSM
    ITSM Expert Roundtable - Adapt or Perish: The Future of ITSM Roy Atkinson, Senior Analyst, HDI; Dennis Drogseth, VP, EMA; John Custy, ITSM Consultant, JPC Group; Jarod Greene, Cherwell Recorded: Nov 15 2017 63 mins
    What's next in the world of IT service management? With a constantly evolving technology landscape and emerging business needs, there's much for ITSM practitioners to consider as they plan for the future. Join this panel of ITSM experts, and learn how the rise of artificial intelligence, along with a rapidly changing workforce demographic, will change IT service delivery as we know it. You’ll come away with a solid understanding of how the service desk needs to evolve, the opportunities and challenges AI presents, and practical steps for your IT team to take NOW in order to lay the groundwork for future success.
  • Understanding AIOps & Probable Root Cause Analysis
    Understanding AIOps & Probable Root Cause Analysis Robert Harper, Chief Scientist, Moogsoft & Richard Whitehead, Chief Evangelist, Moogsoft Recorded: Nov 15 2017 64 mins
    Despite decades of R&D dedicated to Root Cause Analysis — and counter to the claims of numerous technology vendors who claim to offer it — the traditional approach to RCA and concepts behind it have been flawed.

    Leading analysts like Gartner agree that Root Cause Analysis is still a people-dependent process. Furthermore, they recommend that ITOps leaders leverage machine learning technology to provide contextualized information across the production stack, understand similarity in events from the past, and accommodate human interaction so that the algorithms can learn from human behavior over time.

    Moogsoft’s unique Probable Root Cause is the first technique that can understand causality in unpredictable IT environments with a significant degree of certainty, and without reliance on a model.

    In this webinar recording, Moogsoft executives Richard Whitehead and Robert Harper discuss this innovative approach to Root Cause Analysis, and how it can change the way your operations teams address IT incidents.
  • Tech Tank – Enhancing Customer Engagement with Omni-Channel Self Service
    Tech Tank – Enhancing Customer Engagement with Omni-Channel Self Service John Forrester, CMO, Inbenta Recorded: Nov 15 2017 62 mins
    A recent 451 Group survey shows that 55% respondents prefer self-service tools to avoid calling a customer service agent. Therefore, many businesses today have invested in conversational tools that can help improve the way they interact with customers and nurture relationships across the customer journey.

    This roundtable explores the most effective methods of providing customers with expanded capability to resolve issues on their own first, then seamlessly move to other channels.


    See how to:
    -Integrate different channels, both voice and digital, into a self-service interaction

    -Actively propose self-service to your customers, even before there’s an actual issue to resolve

    -Identify what is crucial when self-service does not answer all the questions

    -Modernize your IVR with a combination of personalization and supplemental features through digital channels

    -Proactively reach out to customers and move from notifications to conversations

    -Deploy enterprise-class chatbots and generate customer and business success
  • Customer Service Management Lunch & Learn | Acorio
    Customer Service Management Lunch & Learn | Acorio Adam Mason, Marc Scott, Meghan Lockwood, Jordan Pepper, Victoria Carroll Recorded: Nov 14 2017 52 mins
    Join us for our November Lunch and Learn. Today, modern, Customer Support teams use thoughtful, intuitive technology to solve customer issues at light speed. In some cases, they have even transformed from a cost center to a juiced up revenue producer.
    Our Customer Service experts will show how to do just that, with real-world examples from companies winning Customer Service right now, and a live demo.
  • 2017 AIOps Symposium Fireside Chat
    2017 AIOps Symposium Fireside Chat Kaylan Kumar, Chris Hindy, Mark Campbell, Eric Repec, Jason Kalich, Charles O'Keefe Recorded: Nov 14 2017 48 mins
    Six IT leaders from HCL, GoDaddy & others discuss enterprise cloud migration, the future of operations centers & much more. Moderated by Moogsoft Chief Evangelist Richard Whitehead,
    the closing session of Moogsoft’s 2017 AIOps Symposium brought together some of the sharpest minds in the IT Operations space for an intimate discussion about the issues facing enterprise ITOps and DevOps.

    This superstar panel covers the future of ITOA with regard to…

    •The Gartner-predicted shift from a “cloud-first” to a “cloud-only” strategy within 6 years, what that means to business customers and end users, and what needs to happen to make that reality;
    •What the enterprise operations center will look like in 2020;
    •The average number of management tools in any given operations organization’s portfolio, and how that will vary in the coming years;
    •And the evolution of the ITIL Service Desk over the next five years, especially given today’s world of continuous-integration and DevOps.

    Panelists:

    •Kalyan Kumar, CTO, HCL Technologies
    •Chris Hindy, Empowered Networks
    •Mark Campbell, VP of Research & Innovation, Trace3
    •Eric Repec, Practice Manager, Technologent
    •Jason Kalich, CIO, GoDaddy
    •Charles O’Keefe, Finance Industry IT Veteran
  • Taking the Service Desk to the Next Level: An Opportunity for IT Pros!
    Taking the Service Desk to the Next Level: An Opportunity for IT Pros! Vincent Geffray, Roy Atkinson (moderator) Recorded: Nov 14 2017 61 mins
    As our industry transforms and matures, last century standards for cross-team communication become less and less efficient. And in today’s digital world, the tiniest technical glitch can have huge consequences—requiring swift and flawless communication. Whether it’s a datacenter outage, a cyber-attack, an application failure, or a manmade issue, they’re all critical events which support centers need to identify, categorize, and help coordinate cross-functional teams for timely restoration.

    Today, there’s an area where the role of the service desk continues to become more and more strategic when it comes to communication: Critical event management. So when IT hits the fan, will you be prepared to manage critical events? Are you using the right tools? Are you meeting your SLAs and complying with regulations?

    In this conversational webinar, HDI’s Roy Atkinson and Everbridge’s Vincent Geffray explore the challenges faced by modern team structures when it comes to interrupted or complex coordination during unexpected IT downtime events.

    What you’ll learn:
    * The challenges around communication, collaboration, and coordination
    * Why not all incidents are equally important
    * Why the “one size fits all” support model no longer works
    * Solutions, ideas, and takeaways for critical event management

    Who should attend:
    * Support center managers and directors responsible for communications
    * Telecom administrators looking for solutions for rapid communications
    * Service management professionals responsible for business continuity and/or disaster recovery
    * Incident managers
    * Any organization contemplating the adoption of a #DevOps culture
    * IT executives concerned about quality of IT services, response team performance, MTTR
    * Performance managers and auditors
  • Engaging Asset and Configuration Management for the Internet of Things (IoT)
    Engaging Asset and Configuration Management for the Internet of Things (IoT) Anthony Orr, ITSM Best Practice Director, ITIL 2011 Author, Samange Recorded: Nov 14 2017 31 mins
    Every service needs support. A key aspect of ITSM/ITIL is service support. IoT, Things need support and can help deliver better services for you organization. The key is understanding the architecture and the platform that is needed in order to take advantage of the synergies between IoT and ITSM/ITIL. In this session, Anthony will explain the next stage of ITSM/ITIL evolution that embraces the Internet of Things.
  • The Service Catalog: Not Just For Breakfast Anymore?
    The Service Catalog: Not Just For Breakfast Anymore? George Spalding, Pink Elephant and Allen Houpt, Advisor, Product, CA Technologies Recorded: Nov 9 2017 51 mins
    The answer is Yes and No. The service catalog, once the means for IT to deliver services and assets to business consumers, has become somewhat invisible to those consumers as self-service has become the means to get what they need all in one place. But is IT? IT needs the service catalog more than ever as the number, variety and sources of services and assets has expanded, to a great extent into the virtual. IT must provide services and assets to users faster, cheaper and better than ever. So, while the catalog may be hidden behind a self-service portal, it is still the means for IT to control what services and at what costs services are available and delivered. The “faster” part means that catalog needs to be embraced along with automation to fulfill requests more quickly. Integrations are more critical than ever to ensure user needs are satisfied and SLAs are met by external providers. This webcast will discuss the intertwined relationship between service catalog, process automation and tool integrations that produces increased business value in the new world of better, faster, cheaper IT.
  • Service Desk Consolidation: Lessons from the Trenches
    Service Desk Consolidation: Lessons from the Trenches Jamie Houlihan, Director of IT & Customer Care, Jenny Craig/Curves International; & Jarod Greene, Cherwell Recorded: Nov 9 2017 36 mins
    According to a recent EMA study, fifty percent of organizations rely on multiple service desk solutions for IT service delivery and support. Disparate service desks can create a myriad of issues including poor governance and control, licensing and staffing inefficiencies, and an inconsistent and confusing customer experience.

    Join Cherwell and Jamie Houlihan of Jenny Craig/Curves International for a close look at service desk consolidation. Jamie will discuss the consolidation initiative she led when Jenny Craig and Curves International merged, and how her IT team was able to transform its approach to service delivery and elevate the end user experience as a result.

    In addition, you’ll learn:
    * The “why,” the “when,” and the “how” of a successful consolidation project
    * The types of challenges you’re likely to encounter along the way
    * Practical guidance for ensuring a successful outcome
  • Three Ways Mid-Market IT Organizations Can Save Time, Money and Resources
    Three Ways Mid-Market IT Organizations Can Save Time, Money and Resources Jarod Greene, VP of Product Marketing, Cherwell Recorded: Nov 8 2017 46 mins
    How can mid-market IT organizations operate more efficiently and keep pace with increasing demands? While technological proficiency and agility are among mid-market companies’ most valuable weapons against bigger competitors, the ability to meet the demands of the business requires an optimal balance of people, process, and technology.

    Save time by implementing out-of-the-box best practices
    Save money by establishing IT self service and automate request fulfillment
    Save resources with a low-maintenance, low-overhead design platform
  • Exploring the CX Dichotomy: Improve the Customer Experience While Reducing Costs
    Exploring the CX Dichotomy: Improve the Customer Experience While Reducing Costs Chris du Toit, Chief Marketing Officer, Jacada Recorded: Nov 8 2017 57 mins
    Delivering an outstanding Customer Experience while maintaining or reducing costs is a dichotomy – On the one hand you’re under pressure to improve both self-service and contact center efficiency, and on the other hand you have a mandate to improve the customer experience across a number of metrics such as NPS and more. These goals are seemingly at odds and makes your role as a CX practitioner all the more difficult.

    Join this webinar to explore the CX challenges organizations are facing today and how to most effectively accelerate your CX initiatives. The discussion will cover three primary topic areas that are hot in the industry: (1) How to improve self-service utilizing Visual IVR, Natural Language and chatbots, (2) Techniques for improving contact center efficiency while removing the digital to voice disconnect, and (3) How to optimize your back office processes with Robotic Process Automation.

    This is an interactive session and participants are encouraged to submit questions.
  • Rethinking Data Security in a Zero Perimeter World
    Rethinking Data Security in a Zero Perimeter World Eric Ogren 451 Research and Bharath Vasudevan Forcepoint Recorded: Nov 8 2017 58 mins
    IT’s desire to become more nimble and agile has resulted in the rapid adoption of cloud delivered applications. This is not limited to the heavy hitters like salesforce.com for CRM or Office 365 for productivity. There are also applications servicing tasks and functions organizations might choose to outsource. The result is critical data spread across a vast array of resources, both on and off premise. Many organizations may use built-in cloud security functionality on top of their individual legacy deployments. However, this leads to silos of capability, mismatched policies, and noise in the form of alerts needing to be addressed.

    Join Forcepoint and 451 Research as we address how taking a human-centric, risk adaptive approach can transform data security programs.
  • Getting the Most from Big Data: The Benefits of Partnering with a DBaaS Provider
    Getting the Most from Big Data: The Benefits of Partnering with a DBaaS Provider Jim Curtis 451 Research, Steve Croce, Product Manager for ElasticSearch and DBaaS Object Rocket Recorded: Oct 31 2017 54 mins
    Clearly, the onslaught of data, particularly big data, continues to cause many organizations to look for new ways in which to store, analyze, and manage that data. Cloud computing from public cloud vendors is often one place in which enterprises turn. Traditionally deployed and managed on-premises, databases are the lifeline of many enterprises. And while the cloud is appealing for a number of reasons, there are still questions on the minds of many organizations in choosing the right cloud partner to manage their database in the cloud.
  • First Impressions are Everything with the Employee Experience
    First Impressions are Everything with the Employee Experience Adam Mason, Tom Sweeney, Meghan Lockwood Recorded: Oct 24 2017 39 mins
    Dealing with Employee Onboarding, Tracking, and Provisioning in the Digital Revolution - or Something Better...

    What if you could consumerize the Employee Service experience?

    Making onbaording a breeze for new employees, perhaps even increasing your employee satisfaction score? It's a no brainer right?

    There are a lot of platforms who promise they have the "right recipe" when it comes to HR delivery. Finding out the truth behind a platform can be just as scary as implementing one!

    That's why on Tuesday, October 24th, you should join Adam Mason, VP of Solutions and Innovation, and Tom Sweeney, Bussiness Process Consultant, of Acorio for our October webinar. They'll cover ServiceNow's new product, HR Service Delivery, and help you understand the platform's onboarding experience and what success it can bring to your company's future (and current) employees.

    Find out if your onboarding experience is working.
  • CX Transformation: Six Essential Competencies
    CX Transformation: Six Essential Competencies Jamie Coutts, VP Client Relationships; and Noel Roberts, CTO, Aria Solutions Recorded: Oct 24 2017 59 mins
    Forrester research shows that CX-driven organizations grow revenue much faster than direct competitors with lower quality CX. What this means is that fixing broken experiences and making some transactional improvements is not enough. Join Noel Roberts (CTO) and Jamie Coutts (VP, Client Relationships) from Aria Solutions as they lead this interactive webinar discussing the six essential competencies businesses must establish and optimize to deliver the right CX time after time.
  • Making technology projects succeed
    Making technology projects succeed Micah Garside-White & Ken Laufmann Recorded: Oct 24 2017 26 mins
    25% of technology projects fail outright, 20-25% don’t show any ROI, and as much as 50% need massive reworking by the time they are finished.
    Join our open forum, and ask questions as we walk you through what it takes to have a successful a Ticketing Solution. Hear tips, tricks and horror stories from the best.
  • Stop Wasting Their Time! 5 Ways to Ease Customer Frustration
    Stop Wasting Their Time! 5 Ways to Ease Customer Frustration Art Schoeller, Brendan Dykes, Megan Selva (moderator) Recorded: Oct 19 2017 54 mins
    2017 Forrester research revealed that 73% of online consumers cite valuing their time as the most important thing a company can do to provide excellent service. And according to ICMI’s Brad Cleveland, prompt service is one of the top ten customer expectations. The problem? Outdated, disjointed processes and systems still prevent most contact centers from delivering a truly seamless experience, and the result is often low efficiency and high frustration.

    Are you looking for ways to reduce customer frustration? Join us for this complimentary webinar as we share five practical steps you can take to simplify the customer experience and drive ROI for the business.

    In this webinar you will learn:
    * How to train and empower agents to ease the customer experience
    * Why omnichannel service impacts the whole business, not just the contact center
    * How to enable better collaboration between the contact center and other departments
    * How the right technology can enable a better omnichannel experience for both agents and customers

    Join us for an interactive and informative hour, complete with audience Q&A.
  • Agiloft Internal Help Desk - Short Demo
    Agiloft Internal Help Desk - Short Demo Agiloft Recorded: Oct 13 2017 5 mins
    Winner of "Best Overall Value" three years in a row, Agiloft Help Desk is top rated by users and analysts alike. Streamline your operations to close tickets faster, improve consistency, and gain actionable insights. With a customizable end user portal, full workflow engine, dashboard performance metrics, and more. Automate assignments and improve efficiency across your entire organization. Trusted by 3+ million users. Start today and see how Agiloft can work for you.
  • The Service Desk on the Front Lines of Cyber-Resilience
    The Service Desk on the Front Lines of Cyber-Resilience Bob Rice Recorded: Oct 11 2017 61 mins
    Don’t be the next news headline!

    Recent theft of business critical information occurred because a Service Desk provided information to a cyber-crook that allowed access to internal business critical servers. The information stolen could impact national security interests.  Why did that happen?  How could it happen? Expensive technology did not stop this breach. How could the Service Desk have been better prepared?

    Security breaches and the theft of intellectual property and personal and financial information are too common. The service desk is KEY to ensuring the early detection of security events and providing the first-line response. So what role should the service desk play in early identification of security events, and how can the service desk best be prepared to respond?

    Are there best practices to provide guidance to develop robust cyber-protection? This session explores cyber-resilience best practices and the impact the service desk plays in response and cyber-resilience.
  • How to Shift Left with IT Service Management
    How to Shift Left with IT Service Management Jarod Greene, Vice President of Product Marketing - Cherwell Software Recorded: Oct 10 2017 43 mins
    What if a single shift to your ITSM approach could reduce costs, increase user satisfaction, and improve service delivery?

    “Shift left” is that strategy. Join us to hear how this powerful technique for resolving issues as close to the end user as possible enables you to:
    •Start with self-service – then add automation, knowledge mgmt., and even AI
    •Increase productivity by using resources in the best possible way
    •Boost operational efficiency for time and cost savings
    •Measure and analyze your shift-left initiative
    •Improve ROI for both people and technology

    Accelerate ITSM transformation with a new approach.
  • Conversational Technologies - The New Breed of Customer Service Experience
    Conversational Technologies - The New Breed of Customer Service Experience Sheryl Kingstone, Research Director of Business Applications for Inbenta Recorded: Oct 9 2017 4 mins
    We are witnessing a dramatic shift in the balance of power between organizations and their customers. Price and products are no longer enough, customers value experiences. Delivering a differentiated experience is necessity for survival. One of 451 Research’s To 10 customer experience trends is Conversational Experiences. We contend that chatbots hold great potential for transforming how organizations interact with customers and employees, but only if enabling a human-like interaction. Our data shows that 55% of survey respondents prefer self-service tools to avoid calling a customer service agent. This can equate to lower wait times and faster customer service

    This research video details the conversational tools that businesses are using to improve the way they interact with customers and nurture relationships across the customer journey.
  • How Artificial Intelligence Will Transform ITSM Forever
    How Artificial Intelligence Will Transform ITSM Forever Jarod Greene, VP of Product Marketing, Cherwell Nov 28 2017 6:00 pm UTC 60 mins
    Artificial Intelligence is the hottest topic in IT, which means by default, it must enter the realm of IT Service Management.

    The promise of Artificial Intelligence (AI) in Service Management is no longer the stuff of science fiction. Natural Language Processing will change the way IT organizations handle incidents, changes and requests. Machine Learning will take knowledge management to a new level. Virtual Support Agents will support you and your end users. But none of these realities come to fruition without the foundation you can build today.

    Join us to hear about

    * The promise of AI for the service desk and the workforce
    * Prerequisites for successfully embracing AI
    * Practical steps you can take now to lay a strong foundation

    Fast Forward to the Future of AI-Enabled ITSM.
  • Understanding Digital Transformation
    Understanding Digital Transformation Tim Gogal, Director US East Digital Engagement, Avaya Nov 29 2017 6:00 pm UTC 60 mins
    As customer service professionals, we sit in the midst of the most important paradigm shift within the industry today – the Digital Transformation. This shift has brought more focus on and relevance of the business potential of contact centers than ever before. In this session, we’ll take a look at why Digital Transformation matters, what it means, and how organizations are successfully redefining their contact centers for extended reach and impact. No longer can we hide behind old technological limitations that may have prevented responsive, personal interactions. Today customers are demanding great experiences and are driving change. Either we give them the TLC they are looking for…. or our competitors do it for us.
  • 5 Questions your CIO must Face: The New “Normal” in Modern Enterprise Operations
    5 Questions your CIO must Face: The New “Normal” in Modern Enterprise Operations Marty Jackson, Director, Product Evangelist, xMatters & Sahil Khanna, Sr. Product Marketing Manager, Moogsoft Nov 30 2017 4:00 pm UTC 60 mins
    IT Ops and DevOps for the modern enterprise offers many benefits — increased agility and productivity, leaner operations, and hybridized hosting options — but digital transformation isn’t easy, especially if you’re not asking the right questions, addressing the right issues.

    Creating a culture that embraces modern operations is still a challenge, especially when maintaining reliability and security is a paramount requirement for decentralized business IT models. Not to mention justifying the costs of transformation to your CIO.

    Dive into the “new normal” for enterprise Modern Ops with this informative Moogsoft / xMatters webinar event, and find out the 5 questions that every CIO needs to ask in 2018.
  • Transforming the Student Experience: A One-Stop Solution for Digital Natives
    Transforming the Student Experience: A One-Stop Solution for Digital Natives Adam Mason, Sheila Pickett, Meghan Lockwood Nov 30 2017 6:00 pm UTC 60 mins
    The mandate to drive digital transformation has finally hit the realm of Higher Education, specifically targeting the “Ed Tech” universe. From the application process up until graduation, colleges and universities are dealing with a student body who have needs and demands that are very different from those of students who graduated even a decade ago. Think about it: the freshmen walking onto campus today have all grown up as consumers within an online community. They don’t just appreciate an intuitive, well-organized web experience, they expect one.

    ServiceNow aids schools in two ways: the platform makes it cheaper, faster, and easier for students to navigate their student portals, and for universities to integrate and consolidate all of their disparate systems. With its intuitive interface, ServiceNow helps higher ed institutions to step away from the dark ages of spreadsheets and un-trackable requests, and instead provide their students and alums with an organized and pleasant web experience.
  • Ultimate Guide for Apple Management
    Ultimate Guide for Apple Management Nick Thompson, Product Manager, Jamf Nov 30 2017 8:30 pm UTC 60 mins
    Mac and iOS devices are popping up everywhere, including your organization. Why? Executives and creative groups are demanding to use Mac at work. Interns are asking how to get email on their iPhones. What’s an IT admin to do?

    In our webinar, Ultimate Guide for Apple Management, we’ll put your mind at ease and show you how to develop and apply a simple, yet successful strategy for managing Mac, iPhone, iPad, and even Apple TV devices in your organization.

    You’ll learn:

    * Deployment and provisioning tactics for Apple devices
    * Configuration management options and software delivery methods
    * Security considerations for Apple and ways to empower end users
  • ITSM 2020: How to Develop Your 3-Year Roadmap
    ITSM 2020: How to Develop Your 3-Year Roadmap Jarod Greene, VP of Service Management Strategy Dec 6 2017 6:00 pm UTC 60 mins
    It sounds far away, but 2020 is just around the corner. Is your IT organization prepared with a roadmap that positions you and your team for success? Join Jarod Greene, former Gartner ITSM analyst and Vice President of Service Management Strategy at Cherwell Software, for a compelling look at the single most influential trend shaping the future of ITSM—artificial intelligence (AI)—and what the most successful IT teams are doing right now to prepare.

    In this webinar, we’ll get past the hype and get down to business, showing you how to build a 3-year ITSM roadmap that positions you and your team for future success with AI. You’ll learn:

    * Types of AI-driven technologies and services that will proliferate the workplace over the next 3-5 years

    * Primary ways the service desk must evolve in order to embrace these next-gen technologies

    * Five prerequisites for a solid AI foundation, and the order in which they should be implemented

    * Capabilities your ITSM platform must support in order to take advantage of AI
  • Transforming the Digital Customer Experience
    Transforming the Digital Customer Experience Danny Johnson Director of Strategic Enterprise Networks, Verizon Enterprise Solutions Product Marketing Dec 7 2017 2:00 pm UTC 60 mins
    Digital transformation. It’s disrupting every industry and impacting how you deliver a great customer experience. Companies that ignore it risk their very survival; but those that embrace it can dramatically improve customer satisfaction and drive greater value. The truth is, keeping up with bandwidth demands and continuing innovation, while transitioning from manual processes to end-to-end digital processes, is extremely difficult on their own. Plus your customers have an expectation of your brand to be available 24x7 and deliver at any time of the day or night that they desire.

    Join our live webinar and learn:
    · Why digital transformation will only be successful if you begin with the customer in mind.
    · What digital technologies are being used by top companies to maximize customer satisfaction and drive revenues.
    · How to define the best approach to transforming the customer experience for your industry/organization.

    HOST
    Danny Johnson
    Director of Strategic Enterprise Networks, Verizon Enterprise Solutions Product Marketing

    PANEL
    Tim Stevens
    Global Lead for Vertical Marketing

    Forrest Carr
    Director of Business Innovation & Digital Experience
  • Building Your Digital Contact Center Strategy in the Age of the Customer
    Building Your Digital Contact Center Strategy in the Age of the Customer Wil Patterson, Justin Robbins (Moderator) Dec 7 2017 6:00 pm UTC 60 mins
    In this webinar, Justin Robbins will share recent research on the state of technology in contact centers, review key principles for migrating from the analog to digital contact center environment, and provide tips and advice on preparing your agents to thrive in this new environment. You’ll also hear from contact centers that have successfully made the transition—they’ll share how they did it, and they’ll share the lessons they learned along the way.

    Who should attend:
    * Contact/call center directors, managers, and supervisors

    What you will learn:
    * How to communicate the digital contact center’s value to your agents – including their role in customer service excellence
    * How to prepare agents to interact across multiple customer contact channels
    * How to make your transition a success, based on real examples and best practices from leading contact centers


    By submitting this form, you agree to have your contact information, including email, passed on to the limited sponsors of this event/asset for the purpose of following up on your interests.
  • Driving Contact Center Change: Chatbots, OmniChannel, Cloud
    Driving Contact Center Change: Chatbots, OmniChannel, Cloud Frank Tersigni, Chief Customer Officer, Altivon Dec 12 2017 6:00 pm UTC 60 mins
    Join us for a deep dive into 3 top trends in the contact center. Each trend will be explored on its own and then brought together at the end in a picture of what is actually happening in contact centers today.

    Chatbots seem synonymous with artificial intelligence and are certainly sparking the imagination. We will explore the reach of AI in the contact center, both obvious and subtle.

    OmniChannel success is in the eye of the beholder. From a customer experience perspective, it requires more than channel choices. Learn about the implications for your center.

    Cloud is the favorite child today, but does it make sense for your organization? Learn some of the questions you need to ask to determine your best deployment strategy (cloud, premise, hybrid).
  • 12 Predictions for ServiceNow in 2018 - The Experts Weigh In
    12 Predictions for ServiceNow in 2018 - The Experts Weigh In Ellen Daley, Ian Clayton, Ross Rexer, Adam Mason, Brian Murphy, Jeremy Mandle, Richard Norton, Nick Nash, Meghan Lockwood Dec 12 2017 6:00 pm UTC 60 mins
    Our Experts Weigh In: What ServiceNow trends should you look for in 2018?

    On Tuesday, December 12th, 1:00 PM EST, 10:00 AM PST, join our panel of ServiceNow enthusiasts for a virtual roundtable as they share their predictions for where ServiceNow is going in 2018.

    - How is Artificial Intelligence going to increase your productivity?
    What does ServieNow's aquisition of Qlue and SkyGiraffe mean for its customers?
    - Submit your own questions and network with peers online and get key insights of what other companies are planning for (and prioritizing) in 2018.
  • Replace Email, Advance Your Organization
    Replace Email, Advance Your Organization Kyle Shepard Dec 12 2017 7:00 pm UTC 45 mins
    Using email and spreadsheets to manage your help desk is a recipe for mistakes and inefficiency. Can you prioritize CEO requests? Do you know how many password reset requests you receive per month? What is the average time each ticket it open?

    If you’re using email, or even have an outdated on-prem solution, we doubt you can answer yes to all of those questions.

    Join Kyle Shepard, Manager of Customer Success at Samanage, on Wednesday, October 11, at 2p.m. EST, as he discusses:

    • The downfalls of using email
    • How to quickly create workflows to manage requests
    • Reporting available with a modern solution
    • How centralized ticketing moves the organization forward
  • Why Enterprise Service Management Will Soon Become IT's Biggest Mandate
    Why Enterprise Service Management Will Soon Become IT's Biggest Mandate Jarod Greene, VP of Service Management Strategy Dec 14 2017 7:00 pm UTC 60 mins
    As enterprise-wide business processes become increasingly digitized, IT has an opportunity to play a critical role in enabling line-of-business functions outside IT. At the same time, workforce demands for instantaneous and seamless self-service—as well as a single platform for request fulfillment—turn this opportunity into a mandate. Enter “Enterprise Service Management,” an approach that extends service management technology and practices across the enterprise, offering a single record of engagement for users, whether they require services from IT, Human Resources, Legal, Facilities, or any other business function.

    Particularly with artificial intelligence (AI) technologies on the horizon, IT teams are racing to offer a unified approach to service delivery and management across the enterprise.

    In this webinar you’ll learn:
    * Why “enterprise service management” has emerged as a top IT imperative
    * Examples of top companies extending their service management practices across the organization
    * Practical steps for getting started with enterprise service management
    * How AI-enabled service management will reshape the organization forever
  • Proactive ITSM: Panacea or Possibility?
    Proactive ITSM: Panacea or Possibility? George Spalding, Pink Elephant and Allen Houpt, Advisor, Product, CA Technologies Jan 10 2018 7:00 pm UTC 60 mins
    Seems like there’s a lot of talk and no action when it comes to organizations implementing “proactive ITSM”. With “agile this” and “agile that” pervading IT organizations, one would think “proactive” would be embraced as by definition it provides what’s needed before it’s needed. Well, proactive ITSM isn’t as farfetched as you might think. This webcast explores how infrastructure monitoring, process automation and technology integrations can play a huge role in enabling ITSM to become truly proactive. The result is more time for IT to focus on things that really matter to the business other than just keeping the lights on or resolving problems.