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  • Manual Incident Response Costs Organizations A Fortune & Ruins People’s Lives!
    Manual Incident Response Costs Organizations A Fortune & Ruins People’s Lives! Vincent Geffray, Everbridge Recorded: Jan 18 2018 57 mins
    In the digital world we all live in, a majority of IT operations and support center organizations still rely on spreadsheets and spray-and-pray emails to entire teams to communicate major IT events due to application failures, network outages, cyberattacks, datacenter outages… During this session, Vincent Geffray will share the eye-opening results from various surveys on state of incident management and best performing companies practices and will explain how the lack of response automation hurts business and negatively impacts IT employees’ work-life balance.

    During this session you will:

    * Understand why quickly engaging the right team of IT experts is such a hard thing to do
    * Understand the mechanisms which lead to a call storm and learn how to prevent it
    * Learn how you can improve your incident response process and streamline the communication between the Service Desk, your IT teams and the impacted business users

    Presenter Info:
    Vincent Geffray is Senior Director of Product Marketing with focus on IT Incident Response Automation, IT Service Alerting, team Collaboration and Process Orchestration at Everbridge. He has over seventeen years of experience in Digital Operations and Service Management with expertise in Critical Communications, Application Performance Management, IT Process, Runbook and Workload Automation. Vincent has an international experience and he worked in Europe and in North America.
  • How to Hire for Culture Fit
    How to Hire for Culture Fit Jeff Toister, Erica Strother (Moderator) Recorded: Jan 18 2018 57 mins
    Hiring, training, and retaining the agents we need to succeed is a classic contact center challenge. Many contact center leaders intuitively understand that hiring for culture fit is the first step in the process. The tough part is defining exactly what culture fit means and then scaling the concept so different hiring managers are making consistent hiring decisions. In this webinar, customer service expert Jeff Toister will share a practical guide for hiring agents who fit with your contact center culture. He will also reveal how to better integrate training and recruitment so you can retain your best agents.
  • Verizon Threat Research Advisory Center - Monthly Intel Briefing
    Verizon Threat Research Advisory Center - Monthly Intel Briefing John Grim and David Kennedy, Verizon Enterprise Solutions Recorded: Jan 17 2018 71 mins
    Join us—the Verizon Threat Research Advisory Center —for our Monthly Intelligence Briefing to discuss the current cybersecurity threat landscape. Threats like MeltDown, Spectre and other hot topics will be shared by experts across Verizon and our partners.

    Each month, we will have a specific theme to help promote awareness and best practices.
  • In Case You Missed It in 2017: The Velocity of Change
    In Case You Missed It in 2017: The Velocity of Change Roy Atkinson Recorded: Jan 16 2018 60 mins
    "Change has never happened this fast before, and it will never be this slow again." –Graeme Wood

    Both the scope and velocity of change in the business world are at unprecedented levels. Technology is emerging and evolving faster than ever, and the ways business is getting done are changing almost daily. As technology changes, so do the goals, objectives, and capabilities of business units, including IT and technical support.

    In 2017, we saw the rise of bots and the promise of AI take center stage, causing disruption in how service management and support move forward. New and/or revised frameworks for accomplishing the work arose. The skills needed for the future are not the same skills that have served the industry well in the past. Metrics and measures are changing. Customer expectations are changing.

    As we begin the new year, decisions are being made about where to spend or withhold spending, about what technologies are necessary, and about how to be prepared and properly skilled to take on the continual state of change that is now the norm. In this webinar, we will explore some of the changes that surfaced during the past year and will impact the industry in the near term.
  • Onboarding, Cross-Training, Hiring and More!
    Onboarding, Cross-Training, Hiring and More! Zack Jalbert, Senior Manager - Customer Care, Total Wine Recorded: Jan 9 2018 60 mins
    Are you building a contact center culture that the right people want to be a part of? We are under constant pressure, as leaders, to engage our employees, drive productivity, and meet business goals. If you have the right people, you can easily achieve it all.

    Join us for “Onboarding, Cross-Training, Hiring and More!.” During this webinar, we will discuss how you can think differently about your people programs, how to increase retention, and how to drive better engagement. Hear the challenges your peers are facing and how they address with key solutions.

    Join us to discuss:

    • Making better use of your current resources without depleting them
    • New techniques to ensure your people are happy and committed
    • How your peers are dealing with this same issue and how it's making an impact on their business
  • 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 Recorded: Dec 14 2017 27 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
  • Shift Left: How testing early and often is best for the business and customer
    Shift Left: How testing early and often is best for the business and customer Nancy Gohring 451 Research and Steve Feloney CA Technologies Recorded: Dec 12 2017 50 mins
    Organizations in most any industry are feeling increasing pressure to move fast. But at what cost? Some have learned the hard way that skipping crucial processes, like testing, damages performance and impacts customer sentiments on your brand. In this case, the fast time to market becomes meaningless.

    Smart businesses are adapting to a shift left strategy. These teams are learning how to incorporate testing early and often in the release cycle, supporting business requirements to move fast while ensuring high-performing products and quality. But getting there isn’t easy. In this webinar, we’ll cover:

    •Testing tools: tool choice is important. Not all tools have been designed to support this new paradigm.
    •Integrations: to be effective, testing tools must integrate easily with the tools and processes modern teams use, including CI/CD and APM products. Further, these tools must be very easy to use, specifically for developers.
    •Organizational models: shifting left requires changes to traditional organizations and culture. We’ll share insight into the successful models we’ve seen.
  • Predictions for ServiceNow in 2018 - The Experts Weigh In
    Predictions for ServiceNow in 2018 - The Experts Weigh In Ellen Daley, Ian Clayton, Ross Rexer, Adam Mason, Brian Murphy, Richard Norton, Nick Nash, Meghan Lockwood Recorded: Dec 12 2017 61 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.
  • Contact Center Journey - From Here to Where?
    Contact Center Journey - From Here to Where? Frank Tersigni, Chief Customer Officer, Altivon Recorded: Dec 12 2017 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).
  • 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, Nicole Sult, Justin Robbins (Moderator) Recorded: Dec 7 2017 61 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.
  • 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 Recorded: Dec 6 2017 49 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
  • Ultimate Guide for Apple Management
    Ultimate Guide for Apple Management Nick Thompson, Product Manager, Jamf Recorded: Nov 30 2017 27 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
  • 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 Recorded: Nov 30 2017 40 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 smarter, 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.
  • 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 Recorded: Nov 30 2017 31 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.
  • Understanding Digital Transformation
    Understanding Digital Transformation Tim Gogal, Director US East Digital Engagement, Avaya Recorded: Nov 29 2017 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.
  • How Artificial Intelligence Will Transform ITSM Forever
    How Artificial Intelligence Will Transform ITSM Forever Jarod Greene, VP of Product Marketing, Cherwell Recorded: Nov 28 2017 31 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.
  • 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.

    -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.


    •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
  • Apple IT Trends for 2018
    Apple IT Trends for 2018 Nick Thompson, Product Manager, Jamf Jan 23 2018 7:00 pm UTC 60 mins
    It’s been a busy year for Apple. From unveiling new products and operating systems to forming new enterprise relationships, Apple continues to evolve its capabilities and best practices for managing Mac, iPad, iPhone and Apple TV devices. Before you finalize your IT plans for next year, join us for a look back at major Apple milestones and enjoy a glimpse at where Apple may be headed in the future. 

    In our webinar, Apple IT Trends for 2018, we’ll examine the strategic moves made by Apple and explain what they mean for you in the new year.
    We'll cover:
    •Apple IT accomplishments in 2017
    •Predictions for Apple IT trends in 2018
    •IT initiatives to consider and provide examples of organizations already implementing them
  • Making the ESM Business Case: Strategies for Proving ServiceNow ROI
    Making the ESM Business Case: Strategies for Proving ServiceNow ROI Ellen Daley, Adam Mason, Meghan Lockwood Jan 30 2018 6:00 pm UTC 60 mins
    How Real-World Firms Transformed with Enterprise Service Management using ServiceNow.

    On Tuesday, January 30th, Join CEO, Ellen Daley, VP of Solutions and Innovation, Adam Mason, and Strategic Director of Marketing, Meghan Lockwood, to find out how to get the executive buy-in and prove your business case for Enterprise Service Management with ServiceNow.

    Learn what Forrester Research has to say about the Total Economic Impact of ServiceNow, find out how Acorio customers are reaping the benefits, and get you own exclusive pitch deck to help you win your business case.
  • The 3 Must-Haves on the Path to a Better Customer Journey
    The 3 Must-Haves on the Path to a Better Customer Journey Alton Harewood, Solutions Consultant, 8x8 Jan 30 2018 7:00 pm UTC 60 mins
    As customer loyalty is tested by limitless options, the need to understand and manage the customer journey has become essential to competitive differentiation. And far from being the domain of only large corporations – organizations of all sizes must now seek to gain insight into how customer experience is executed and ways to improve.

    Join contact center veteran Alton Harewood along with an 8x8 customer to hear how the fundamental building blocks of CX strategy are being used today, as well as which technology enablers provide the insight and oversight needed to adjust and administer the modern customer engagement team.
  • How Modern Enterprises Are Tackling the Migration from On-Premises to Cloud
    How Modern Enterprises Are Tackling the Migration from On-Premises to Cloud Dan Taylor, Senior Program Manager, Microsoft Jan 31 2018 4:00 pm UTC 60 mins
    The modern Cloud delivers faster time to market, lower IT costs, and greater overall value to the enterprise by allowing companies to focus more on the core business problems rather than the infrastructure used to solve them. But the path to the cloud can be challenging for anyone with an established presence on-premises, or in a private data center.

    Dan Taylor from Microsoft’s Cloud & Enterprise division shares with you how large enterprises are tackling this problem and gaining immediate value by leveraging the cloud. You’ll hear how enterprises are managing their migration to the cloud by embracing hybrid patterns, containerizing and migrating applications, using single-pane-of-glass monitoring solutions, and leveraging Azure to tackle data privacy.
  • ITSM, DevOps and Agile Play Well Together in the Modern Software Factory
    ITSM, DevOps and Agile Play Well Together in the Modern Software Factory Darren Arcangel, Sr. Principal Services Architect, CA Technologies and Allen Houpt, Advisor, CA Technologies Feb 6 2018 4:00 pm UTC 60 mins
    In what CA calls the Modern Software Factory, developers employ Agile methodologies and automate application deployment into Operations via DevOps. Automation tools speed up the delivery of applications into Operations. So how does IT Service Management (ITSM) play in this changed world? How does Operations know that a change to an app has impacted the CMDB? And how do we transform this new information into knowledge for the Service Desk? Please join co-author of the book, "ITIL® and the Information Lifecycle - Integrating Agile, DevOps and ITSM" to learn more about how these pieces all fit together to enable the Modern Software Factory.
  • A Roadmap for the Transformation of a Service Delivery Organization
    A Roadmap for the Transformation of a Service Delivery Organization Mike McGibbney, SVP Service Delivery & Operations, SAP/SuccessFactors Feb 6 2018 4:00 pm UTC 60 mins
    Join Mike McGibbney from SuccessFactors as he describes the transformation of a service delivery operations organization struggling with the demands of rapid growth into a world class, next-generation services organization capable of supporting the enterprise cloud experience.

    Centering his strategy around four key promises — Availability, Speed, Transparency and Maturity — Mike will highlight SDO’s priority to ensure a highly reliable and available cloud environment to create a better experience for customers. He’ll talk about SDO’s plan to significantly elevate the organization’s ability to deliver a better cloud experience, and how Moogsoft became a partner in helping SAP SuccessFactors build a better cloud for better business.
  • 2018 Trends in Application Software
    2018 Trends in Application Software Nick Patience, Sheryl Kingstone, Chris Marsh, Matt Aslett, Carl Lehmann Feb 7 2018 3:00 pm UTC 60 mins
    Software is driving the digital economy. Combining insight across key areas of the software market, we look ahead at what we think will transform in 2018, using predictions from four of our Research Channels: Customer Experience & Commerce, Data Platforms & Analytics, Development, DevOps & ITOps and Workforce Productivity & Compliance.

    Join 451 Research’s leading software analysts, Nick Patience, Sheryl Kingstone, Chris Marsh, Matt Aslett, and Carl Lehmann on February 7 for a live webinar as they review and discuss the trends expected to shape the software landscape and the level of impact those changes will have. Please come armed with questions, as there will be a live Q&A session at the end of the webinar.
  • WFM Techniques for Controlling Costs & Improving Productivity
    WFM Techniques for Controlling Costs & Improving Productivity Paul Chance, Sr. Product Marketing Manager, NICE; Justin Robbins, Advisor, ICMI; Erica Marois, ICMI Community (Moderator) Feb 8 2018 6:00 pm UTC 60 mins
    Workforce management is one of the core pillars to a successful contact center operation. But, for as much planning that’s done in advance, the intraday management of the frontline staff is where WFM really hits the pavement. For many organizations, however, intraday works is highly manual and consumes valuable time and resources. As a result, it’s not uncommon for contact centers to lose significant productivity, and ultimately profitability, because of the manual work that’s happening.

    In this ICMI webinar, you’ll hear the latest research from ICMI and NICE on how much damage manual intraday work is doing to the contact center and, more importantly, what can be done to reverse the trends. Gain valuable insight on how to get better results from your intraday processes, while positively contributing to employee engagement and buy-in. If you’re looking to maximize your resources to their fullest, this is one presentation that you don’t want to miss.

    Attend this webinar to learn:

    * Findings from ICMI’s latest research on intraday WFM
    * Best practices for reforecasting and schedule planning
    * Tips for handling PTO requests, schedule changes, and unforeseen events
    * How to combat lost productivity and high forecast variances
  • Replace Email, Advance Your Organization
    Replace Email, Advance Your Organization Kyle Shepard Oct 10 2018 6:00 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