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  • Finding opportunities for ITIL automation
    Finding opportunities for ITIL automation Anthony Orr, ITSM Best Practice Director, ITIL 2011 Author, Samange Recorded: Sep 20 2017 44 mins
    Adopting ITIL in many organization does not always work out as planned. There are organizations that try ITIL and say "ITIL is not for them". I say ITIL is for every organization. No organization has to adopt ITIL in it's entirety. Adoption does not mean apply ITIL concepts or technology and keep doing what you have been doing. Change needs to happen and one of the key elements of change is automation applied to the process areas. In this session, Anthony will explain common challenges and how to automate ITIL for service performance enhancement.
  • Digital Transformation: How Europe will turn disruption into differentiation
    Digital Transformation: How Europe will turn disruption into differentiation Nick Patience 451 Research, Matt Leonard CenturyLink Recorded: Sep 20 2017 59 mins
    Join 451 Research and CenturyLink on the 20th September at 3:00pm UK time, 4:00pm CET, to discuss how enterprises are choosing and deploying digital transformation initiatives for business gain. This webinar will focus on the strategies and actions impacting the European market.

    Organisations of all sizes and in every sector are busy redefining their IT priorities for a digital future, identifying the goals of enhanced customer experience, operational efficiency, business agility and improved risk management as four key pillars for their digital transformation strategies.

    Digital transformation can play out differently depending on a company’s maturity, the vertical sector in which it operates, its employees, its infrastructure, and its ability to innovate. Knowing where to start, and how to maintain momentum is critical.

    Join 451 Research and CenturyLink to learn how European enterprises are making assured first steps, and discover the following:

    - Understand how companies with more progressive digital transformation strategies are prioritising their efforts for competitive differentiation, changing the nature of their business with innovative technologies, and making service provider choices to accelerate results.

    - Gain insights and recommendations from a major survey of the IT priorities of enterprises in Europe.

    - Identify the key shifts in business context that will continue to shape digitisation efforts, and how these need to be reflected in a digital transformation roadmap for IT organisations.
  • Top Tips on Improving Your ITSM Tool RFP Process
    Top Tips on Improving Your ITSM Tool RFP Process Eric Dickmann, VP of Marketing at SunView Software, Jaime Spector Product Marketing Manager SunView Software Recorded: Sep 19 2017 36 mins
    Choosing the right IT service management tool can be tough due to the overcrowded IT market. ITSM vendors provide broad responses to RFP’s, and I & O leaders are struggling to identify the best tools that meet their specific need. These leaders know that a full funnel strategy is required, but have limited insight into the most optimized IT operations to drive business value.

    Join us for this presentation to learn more about:
    -Asking the right questions
    -Ensuring the RFP fits the range of use cases that fit your organization
    -Efficiently perform the MoSCoW Analysis
  • ServiceNow Roadmap Check: Make the Last 3 Months Count
    ServiceNow Roadmap Check: Make the Last 3 Months Count Marci Parker, Kaushik Nanavati Recorded: Sep 19 2017 56 mins
    Take the time to check your ServiceNow roadmap. We'll help you identify which projects are worth focusing on for the next 3 months, how to maximize your budget and plan ahead for 2018
  • Thinking of SD-WAN? Critical Factors for a Successful Network Transformation
    Thinking of SD-WAN? Critical Factors for a Successful Network Transformation Jim Duffy 451Research, Karim Eljai NTT Recorded: Sep 19 2017 55 mins
    In a rapidly evolving and digitized economy, the adoption of cloud services is accelerating for companies both small and large who want to remain competitive and relevant to their market and clients. Network transformation becomes critical for enterprises to support these cloud initiatives and in this context the emergence of SD-WAN is very timely. If you are considering SD-WAN to access cloud applications and leverage the Internet for your wide area network, this webinar will provide insight into real life SD-WAN deployment considerations. This knowledge will help you fast track your SD-WAN decision-making process and avoid costly mistakes.

    Join this webinar to learn:
    • How connectivity and security need to be a critical consideration of SD-WAN deployment, both at the data center and small branch office level
    • How SD-WAN network analytics can provide you with detailed visibility into the behavior of your network and can help your IT organization better manage workload and performance
    • Why it’s important to select a partner who is flexible and can offer choices from the design, deployment and management of the transformation
    • And more
  • Automation and AI in the Workplace: Are Bots the Future?
    Automation and AI in the Workplace: Are Bots the Future? Marc Stitt, Roy Atkinson (Moderator) Recorded: Sep 19 2017 60 mins
    Automation and artificial intelligence (AI) are on everyone's minds, but they don't completely understand the potential impact in 2017. What’s it really all about? With constant advances in technology leading to increasing possibilities, are organizations ready for these powerful changes? And how will it impact the way they handle IT service and support?

    Based on recent research by Samanage and HDI, this enlightening webinar will take you beyond the sensationalized headlines and paint a realistic, research-based picture of the impact of automation and AI on service management—now and in the near future.

    What you’ll learn:
    * How confident IT professionals are that AI will play an expanding role
    * How C-suite is thinking about process automation
    * What benefits IT departments see in automation
    * Which departments are adopting automation as a way of providing services
    * What technologies organizations are investing in
    * How is automation impacting jobs
  • Assets vs. Configuration Items
    Assets vs. Configuration Items Ken Laufmann Recorded: Sep 19 2017 28 mins
    What is the difference between an Asset and a Configuration Item?
    There is a lot of confusion as to what the difference is between an Asset and a Configuration Item (CI). When should a new object be an asset and when should it be a CI? In a lot of ways, they are alike, but there are some very important differences between them.


    Presented by ServiceAide a provider of Cloud Service Management, a SaaS ITSM solution focused on Managed Service Providers and IT organizations.
  • Fireside Chat: The Future of Customer Service & AI
    Fireside Chat: The Future of Customer Service & AI Mikhail Naumov, Co-Founder & CSO at DigitalGenius & Shep Hyken, Customer Service & Experience Expert, Shepard Presentations Recorded: Sep 13 2017 39 mins
    Join Shep Hyken, Customer Service & Experience Expert, as he sits down with Mikhail Naumov, Co-Founder of DigitalGenius, to discuss best practices in customer service and how artificial intelligence will change the face of the industry as we know it.

    Tune it to learn about:
    * Core challenges in customer service today
    * Next generation of tools for agent efficiency
    * Chatbots vs Human+AI
    * AI’s contribution to better customer experience

    Host: Mikhail Naumov, Co-Founder & CSO at DigitalGenius

    Mikhail is focused on bringing practical applications of deep learning and artificial intelligence to customer service operations of growing companies and well established enterprises. A frequent speaker on the topics of emerging technology, artificial intelligence & entrepreneurship. He is a leading voice in the Human+AI movement, which focuses on the seamless interaction of human & machine intelligence in business applications and everyday life. Recognized as Forbes’ 30 Under 30 for Enterprise Technology,, Mikhail is passionate about bringing emerging technologies to life, through partnerships with global brands and platforms.

    Guest: Shep Hyken, Customer Service & Experience Expert, Shepard Presentations

    Shep is the chief amazement officer of Shepard Presentations, a The New York Times and The Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. Recognized as one of the leading experts in customer service and experience, Shep works with companies who want to build loyal relations with their customers and employees. He has been published in hundreds of publications and is the author of numerous books including The Amazement Revolution and Amaze Every Customer Every Time.
  • 10 Questions on ServiceNow with Acorio Experts
    10 Questions on ServiceNow with Acorio Experts Jared Romaine, Dale Meyer-Curley, Todd Francisco, Meghan Lockwood Recorded: Sep 7 2017 61 mins
    How Not to Fail at Your ServiceNow Implementation. Get the answers you need to the tough questions about ServiceNow, then actually get started.
  • 4 Step Case Study for Justifying Organizational ITIL Adoption
    4 Step Case Study for Justifying Organizational ITIL Adoption Justin Roux, Product Marketing at SunView, Brion Peck Information Systems Group Director Management Science Associates Recorded: Aug 23 2017 18 mins
    Before attempting to adopt ITIL best practices, you have to get buy-in from your executives. How do you do that? Present ROI projections built on sound research! Watch this detailed case study on how to justify and obtain funding for your ITIL project.

    Why watch this webinar:

    -See a 4 step plan for a successful ITIL implementation project
    -Identify ways to gain internal support and convince executives
    -Discover how this customer built and validated ROI projections
  • Incidents on the Rise: Addressing the Why, What, and How
    Incidents on the Rise: Addressing the Why, What, and How Vincent Geffray, Roy Atkinson (Moderator) Recorded: Aug 15 2017 60 mins
    According to HDI research, the volume of incidents is on the rise in most organizations. While new systems and devices are intended to assist an increasing customer base and create efficiencies, they often have the opposite effect.

    And with the demand for increased business velocity and emphasis on the customer experience, rapidly addressing delays and interruptions is more important than ever.

    In this webinar, HDI’s Roy Atkinson and Everbridge’s Vincent Geffray explore the research, discuss the financial and operational impacts, and share solutions for decreasing time to resolve, and managing on-call coverage.

    What you’ll learn:
    * Reasons for the increase in incidents
    * The costs of interruptions and outages
    * Ways to communicate to incident management teams rapidly
    * Using technologies to target and verify communications
    * Preventing the rise in incidents through problem management

    Who should attend:
    * Support center managers and directors who need to improve incident management
    * IT directors who need to know why incidents continue to be on the rise and how to address the increase
    * Anyone in IT service and support wanting to improve the performance of their support center
  • Going Farther in ServiceNow Jakarta: The Time for NextGen Digital Transformation
    Going Farther in ServiceNow Jakarta: The Time for NextGen Digital Transformation Ross Rexer, Liz Alexander, Meghan Lockwood Recorded: Aug 15 2017 47 mins
    With ServiceNow launching their new Platform upgrade, you might be in the midst of deciding whether or not this upgrade will lure you in (if you don’t have the Portal yet, you might want to think about that!).

    But more than just a binary, “should I or shouldn’t I upgrade” decision, ServiceNow’s major releases are an opportunity for companies to take a strategic look at their ServiceNow strategy.

    This webinar will talk you through:
    - Upgrades and major releases to help you think BIG
    - What you should strategically consider about Jakarta (including the quick wins)
    - Hidden pockets of value in your ServiceNow Roadmap
  • High Scale, High Stakes: Adjusting Focus and Investment at the Network Gateway
    High Scale, High Stakes: Adjusting Focus and Investment at the Network Gateway Dan Cummins, Senior Analyst with 451 Research and Tim Chiu, Senior Director of Product Marketing with Symantec Recorded: Aug 2 2017 50 mins
    As cloud continues to erase the network perimeter, it’s more important than ever to align IT infrastructure to track more closely to the businesses it serves.

    As a result, gateway technology choices and investments need to fit the cloud model and fit in terms of security use case, value, and real-world business requirements.

    Join Dan Cummins, analyst with 451 Research and Tim Chiu, Senior Director of Product Marketing at Symantec, for an informative webinar on August 2 to hear a discussion of network security today.

    Agenda:

    - Discussion on the increased dependence on HTTP and HTTPS

    - The limitations of Firewalls in the web and cloud world

    The increasing critical need for web gateways, both on premise and in the cloud, for achieving:

    - Access governance for users and devices

    - Verifiable protection against advanced attack methods

    - Agile risk management and measurable return on investment.

    Important opportunities are at hand right now to integrate network and cloud-based approaches to achieve coordinated and robust anti-malware, privacy, policy and connectivity capabilities, while continuing on a path to flexible, software-defined infrastructure.

    Register Today
  • Greater Phoenix Rising from the Desert
    Greater Phoenix Rising from the Desert Brad Smidt, Senior Vice President, Greater Phoenix Economic Council Recorded: Aug 1 2017 60 mins
    Over the past two decades, the Greater Phoenix region has become a dynamic hub for contact center operations. Industry titans such as USAA, American Express, State Farm, and Charles Schwab all call the region home and have significant business here. Not only are these operations still growing, others are following and ultimately finding success. From the business-friendly tax and regulatory environment, to a unique and vibrant quality of life for employees, find out how the history of Greater Phoenix has created the perfect environment for customer care operations to thrive.
  • What Even the Best Firms Miss About Customer Service
    What Even the Best Firms Miss About Customer Service Ellen Daley, Vikas Nehru, Nitin Badjatia Recorded: Jul 25 2017 63 mins
    Join Acorio CEO, Ellen Daley, 3CLogic's CTO, Vikas Nehru, and ServiceNow's Senior Director of Business Strategy, Nitin Badjatia, for this panel discussion about Customer Service in the real world & what most companies are getting wrong.

    While we know that customer service is a critical defining characteristic, executing effective Customer Service somehow falls flat in the real world. The challenge is that delighting customers means more than just responding quickly to requests and issues from them – it means ensuring the all functions are involved and present in helping customers. This is a paradigm shift of the last 2 decades of Customer Service which set to prioritize response over resolution.

    Join a panel of executives from ServiceNow, 3C Logic, and Acorio as they explore the challenges facing customers and executives alike, and explore the transformative results customers in the real world have driven using the power of the ServiceNow CSM platform.
  • Workloads, Data Centers & Cloud Strategy: Market & Technology Trends
    Workloads, Data Centers & Cloud Strategy: Market & Technology Trends Carl Lehmann, Principal Analyst with 451 Research, and Don Davis, Technology Director for Iron Mountain’s Data Center busines Recorded: Jul 25 2017 58 mins
    IT planners have far more options as to where to run their workloads than ever before. On-premises data centers, co-location facilities and managed services providers are now joined by hybrid multi-clouds – a combination of Software-, Infrastructure- and Platform-as-a-Service (SaaS, IaaS, and PaaS) execution venues. All have unique operational, performance and economic characteristics that need to be considered when deploying workloads.

    In this Webinar Carl Lehmann, Principal Analyst with 451 Research, and Don Davis, Technology Director for Iron Mountain’s Data Center business will discuss how industry leading enterprises determine the best execution venues for their workloads by addressing:

    •The market and technology trends that influence workload, data center and cloud strategy
    •How to evaluate the characteristics of various workloads and execution venues
    •How to manage workloads across on-premises and off-premises ecosystems
    Attendees will learn how to formulate an IT strategy that can be used to guide the decision criteria needed for placing workloads on their best execution venues, and enable the migration and ongoing management of workloads across a hybrid multi-cloud enterprise architecture.
  • Metrics, Measures, and KPIs
    Metrics, Measures, and KPIs Doug Tedder Recorded: Jul 18 2017 62 mins
    The terms metrics and measures are often used interchangeably, and while they are related, they are actually two different things. And how do you know what metrics, measures, and KPIs you need to capture and monitor—or publish? One thing is for certain – your service management program will not be successful without collecting the right metrics, measures, and KPIs.

    Join this free HDI webinar to learn:
    •Why metrics and measures are not the same thing
    •Why defining metrics is important
    •Why not all metrics are KPIs
    •Which are the right metrics to publish
  • “Game On!”: Using Gamification to Increase Performance and Employee Retention
    “Game On!”: Using Gamification to Increase Performance and Employee Retention Casey Kostecka, Chief Business Development Officer, Convergent Recorded: Jul 13 2017 56 mins
    Gamification has been the hot new topic within the contact center world for the past year or two. Most all contact center leaders understand the appeal of incorporating game mechanics into their operations, and can visualize the excitement and subsequent employee engagement the games will promote. Yet most contact centers still haven't implemented gamification, due to the limited, real world ROI information available. Convergent Outsourcing has been utilizing games tied to key performance metrics for the past two years. During this webinar, Casey Kostecka, Convergent Outsourcing's CBDO, will share Convergent's gamification experience, actual metric improvement results, and ROI data.
  • How to Engage Your Agents Through Empowerment
    How to Engage Your Agents Through Empowerment Jeff Toister, Author of The Service Culture Handbook Recorded: Jul 13 2017 56 mins
    Agent engagement is one of the toughest challenges for contact center leaders. Low engagement contributes to high turnover and poor quality service. Yet year after year, employee engagement levels remain the same.

    A few elite contact centers have learned how to leverage empowerment to improve service, increase efficiency, and engage their agents.

    Join Jeff Toister, author of The Service Culture Handbook and NewVoiceMedia, to explore the essential link between agent engagement and empowerment. This interactive webinar draws examples from leading organizations and provides cutting-edge research to bring you three steps you can implement immediately.
  • Use Your Salesforce Data to Personalise Every Service Call
    Use Your Salesforce Data to Personalise Every Service Call Jason Fowler, RVP Sales Engineering, NewVoiceMedia Recorded: Jul 12 2017 55 mins
    By integrating your phone system with your Salesforce CRM, your service organization can dramatically improve customer care. You will be able to route incoming service calls to the right agent and help your agents resolve problems more quickly by providing them with information about the caller.

    During this webinar you will see a live demonstration of NewVoiceMedia ContactWorld for Service and learn how Salesforce and NewVoiceMedia can help you improve fist contact resolution rates and drive down handle times.

    You will learn how to:

    ◦Provide automatic screen pops with caller information
    ◦Use Salesforce data to dynamically route calls
    ◦Route based on case owner
    ◦Implement post-call surveys
    ◦Use call recording and quality assurance
    ◦Improve service levels with native Salesforce reporting
  • Use Your Salesforce Data to Personalise Every Service Call (APC)
    Use Your Salesforce Data to Personalise Every Service Call (APC) Jason Fowler, RVP Sales Engineering, NewVoiceMedia Recorded: Jul 11 2017 55 mins
    By integrating your phone system with your Salesforce CRM, your service organization can dramatically improve customer care. You will be able to route incoming service calls to the right agent and help your agents resolve problems more quickly by providing them with information about the caller.

    During this webinar you will see a live demonstration of NewVoiceMedia ContactWorld for Service and learn how Salesforce and NewVoiceMedia can help you improve fist contact resolution rates and drive down handle times.

    You will learn how to:

    ◦Provide automatic screen pops with caller information
    ◦Use Salesforce data to dynamically route calls
    ◦Route based on case owner
    ◦Implement post-call surveys
    ◦Use call recording and quality assurance
    ◦Improve service levels with native Salesforce reporting
  • Contact Center Deployment Models - Is Cloud the Right Choice for Everybody?
    Contact Center Deployment Models - Is Cloud the Right Choice for Everybody? Michael Wiesblatt, VP Sales, Altivon Recorded: Jul 10 2017 36 mins
    In today’s market, in almost every buying process, companies are struggling to choose which way to deploy new technologies to support their customer service strategy. Moving applications to the cloud is no longer just a fad or buzzword. Large enterprises are building their entire IT strategy around the cloud. The problem is that there are some significant factors that cannot be ignored when considering deploying a customer facing, mission critical solution like the contact center technology in the cloud. In today’s discussion, we will explore some of the market trends, recommended steps to take to assess what is the right path forward, and key things to consider when deciding on a deployment strategy.
  • ITSM & Analytics Cookbook: Serving Up the Right Data to Perform
    ITSM & Analytics Cookbook: Serving Up the Right Data to Perform Jason Hagen – Process Manager, KAR Auction Services & Heath Ramsey – Director of Customer Success, ServiceNow Recorded: Jun 27 2017 57 mins
    Data is becoming increasingly easy to come by, but how do you harness it to derive value and drive outcomes? How can you ensure that you are delivering meaningful insights when they are needed and where they belong?

    Join this webinar to learn how the IT organization at KAR Auction Services was able to evolve from operating with no visibility or standardized performance metrics to an agile business with real-time insight and the ability to make trusted business decisions. Discover how KAR was able to expand their usage of Performance Analytics and Reporting, leading to marked stability and measurable gains in performance across IT.
  • Stop Sending Bad Surveys
    Stop Sending Bad Surveys Roger Lee, Solutions Marketing Director, OpenText Recorded: Jun 20 2017 51 mins
    When your mother told you to “listen twice as much as you speak” she was right! With survey fatigue at an all-time record high, common sense will prevail to stop asking for feedback in bad surveys and start to listen more to what our customers are saying with the right survey techniques. Join Roger “Dr. WFO” Lee from OpenText Qfiniti and CCNG President David Hadobas as they discuss the alarming upsurge in bad surveys and best practices for collecting feedback that requires more “listening” than “asking”.
  • No More Apologies: Mastering Multilingual Service in the Support Center
    No More Apologies: Mastering Multilingual Service in the Support Center Tom Tseki and Roy Atkinson Recorded: Jun 20 2017 60 mins
    Managing languages is a significant challenge for most service desks.

    To arm leaders with data and insight, join HDI and Lionbridge as they unveil the results of the industry’s most comprehensive research study on the topic, based on feedback from more than 350 support centers.

    Register to learn:
    *The impact of multilingual support on quality metrics
    *How best-in-class organizations provide multilingual support
    *Strategies to meet your organization’s specific language and channel requirements

    Who should attend:
    *Support center managers and directors who are faced with language challenges
    *Hiring managers who need to know about the challenge of finding and retaining multilingual analysts
  • ITIL Best Practices The Authentic Service Lifecycle
    ITIL Best Practices The Authentic Service Lifecycle Beverly Weed-Schertzer, edifyIT, LLC, Executive ITSM Consultant Sep 21 2017 3:00 pm UTC 45 mins
    ITIL is still relevant and more important than ever to manage
    the business pressures to operate lean and be more agile. ITIL
    is the core foundation to ITSM disciplines to manage the
    “chaos” effectively. In this webinar, learn the inner workings
    of The Authentic Service Lifecycle in relation to DevOps
    concept, and what the term Value Visibility means and why its
    so important to know for ITSM success.


    We will also go over the three fundamental building blocks of
    transformation to achieve the right collaborative model for
    your business.
  • CIS Checklist: How to Secure macOS like a Pro
    CIS Checklist: How to Secure macOS like a Pro Nick Thompson, Product Manager, Jamf Sep 21 2017 3:00 pm UTC 30 mins
    The Center for Internet Security (CIS), a well-known independent organization, provides a recommended checklist for best securing macOS. Widely considered the standard in the security industry, organizations that adhere to the CIS checklist reduce the risk of vulnerabilities and maximize the protection of their computers and infrastructure. So how do organizations ensure they are implementing the guidelines correctly?

    In our webinar, CIS Checklist: How to Secure macOS like a Pro, we’ll explain how organizations can leverage and put to use the CIS checklist recommendations — in conjunction with Jamf Pro — to meet industry regulations and keep their Mac environment secure.

    We’ll cover:

    •An overview of the CIS checklist and why it’s important
    •Ways to accomplish specific tasks outlined in the security checklist
    •The impact on users when Macs are properly secured
    •Other security standards in the industry and how to meet them

    About the Presenter:

    Nick Thompson is on the product team at Jamf, an Apple device management solution for IT professionals. Nick is passionate about technology in the enterprise and closely follows the enterprise mobility management industry. He previously worked at Apple helping companies implement Mac and iOS deployments.
  • How Governments Can Adapt - Making Digital Transformation a Reality
    How Governments Can Adapt - Making Digital Transformation a Reality Keith Dawson - Principal Analyst, 451 Research, Michael Mueller- Director - Solutions Management, CenturyLink Sep 27 2017 5:00 pm UTC 60 mins
    Can government institutions use modern tools and technologies to become more flexible and responsive to their constituents? What should they be looking at, and how should they adapt to the challenges of data security, privacy, and reliance on legacy systems? Digital transformation is an ambitious project for any organization; government decision-makers are hoping it will provide a path to broader citizen engagement, empowered employees, and new digital infrastructures that will provide better access to data and services.

    In this webinar we will discuss the results of a survey on the challenges and imperatives of digital transformation, including the perspectives of government managers on their technology and operational challenges and expectations.
  • Change Management 101: Precursor to ITIL
    Change Management 101: Precursor to ITIL Britt Layman Sep 27 2017 6:00 pm UTC 45 mins
    Building a strong foundation is a great way to begin any endeavor - change management is no different. Earlier this year, we covered change management according to ITIL. Now, we take a step back to cover change management from a less technical perspective.

    Join Britt Layman, Customer Success Manager at Samanage, on Wednesday, September 27 at 2pm EST, as he walks you through the process of determining use cases and setting up change management.

    You’ll learn:

    • The basic elements of change management
    • What processes are prime for change management
    • Tactics to effectively involve cross-departmental collaboration for approvals
    • What to do when processes don’t go according to plan
  • How To: Configuration Management for Macs in the Enterprise
    How To: Configuration Management for Macs in the Enterprise Nick Thompson, Product Manager, Jamf Sep 28 2017 3:00 pm UTC 30 mins
    Configuring PCs for employees has been a pillar of enterprise IT for years. But, with Mac growing in popularity due to user demand, IT needs a streamlined method to manage Mac as efficiently as PC.
    In our webinar, How To: Configuration Management for Macs in the Enterprise, we’ll explain how organizations can best prepare Macs for employees while aligning with PC security requirements.

    You’ll learn:

    •New ways to deploy Macs
    •What configurations are available for macOS
    •How to meet security standards for Mac

    Presenter Info:
    Nick Thompson is on the product team at Jamf, an Apple device management solution for IT professionals. Nick is passionate about technology in the enterprise and closely follows the enterprise mobility management industry. He previously worked at Apple helping companies implement Mac and iOS deployments.
  • Tips on Addressing Security Awareness and Ransomware Protection
    Tips on Addressing Security Awareness and Ransomware Protection Dr. Al Hartmann (Chief Scientist, Ziften), Mike Levin (CEO & Founder, Center for Information Security Awareness) Sep 28 2017 7:00 pm UTC 60 mins
    Ransomware has gone from “on the radar” to a Code 5 level threat with the rise of “ransomworms” snaking through global networks in hundreds of countries. Your employees are the front line of defense, and IT and security teams are tasked with protection, detection and response. But nobody knows how the next ransomware strain will take shape and teams are rarely, if ever, properly coordinated.

    In this webinar, you will learn:
    • Tips to help end users recognize and avoid ransomware.
    • Tips to help IT / systems administrators minimize vulnerabilities and risks to protect against ransomware.
    • Tips to help security teams detect and respond to ransomware attacks.

    About our presenters:
    Dr. Al Hartmann is the Chief Scientist at Ziften since 2009, focused on data analysis of user and endpoint behavior to drive critical situational awareness of enterprise cyber activity for security and operations management. Prior to co-founding Ziften, Dr. Hartmann was a senior researcher with Symantec's Research Labs and Technology Scouting Group, performing research in system cybersecurity and application quality of service.

    Michael Levin is the founder and CEO of the Center for Information Security Awareness. Prior to founding CFISA, Levin had a distinguished 30-year career in at the United States Department of Homeland Security. Levin served as the Deputy Director of the National Cyber Security Division, as well as the served as the Branch Chief of the U.S. Secret Service Electronic Crimes Task Force program in Washington DC. He was a member of the Secret Service Electronic Crimes Special Agent program and worked around computer forensics and cybercrime investigations for over 15 years.
  • ServiceNow Innovation in 2017: The Hype vs. The Reality
    ServiceNow Innovation in 2017: The Hype vs. The Reality Ross Rexer, Paul Wydra Oct 3 2017 5:00 pm UTC 60 mins
    Join our ServiceNow Experts for a virtual conference on ITSM transformation.

    In 2017, you shouldn't be dealing with chaotic help desks or excel sheets. It's time to learn what you're missing.

    It's not just hype, your peers are using ServiceNow to modernize their IT services. Learn how a best-in-class, cloud platform can rapidly reduce costs, lower risk, improve business agility, and boost IT innovation.
  • The Future of Self-Service: Empowering and Educating Customers
    The Future of Self-Service: Empowering and Educating Customers Kelly Doherty, Doug Tedder, Al Hopper, Sam Armstrong and Megan Selva (moderator) Oct 4 2017 5:00 pm UTC 60 mins
    Customer service has changed a great deal over the last decade. Currently, one of the major trends has us all moving toward self-service—but organizations can’t simply put up an FAQ page and expect everything to fall into place. Sure, it’s supposed to help alleviate contact volume, but the ramifications of self-service on the support center go way beyond that.

    As part of our Customer Service Week festivities, we’ve assembled a panel of experts to discuss the current and future impact and demands of self-service.

    Join us to find out:

    * How to onboard customers to self-service
    - Walk-through guides, documents, videos, step-by-step rep involvement
    * The support team’s role in self-service
    - When to deflect to self-service vs. just solving the issue
    * The downstream impact of self-service, both positive and negative
    - Does it cause more complex questions or do customers begin to educate themselves?
  • Managing iOS 11 and macOS High Sierra Upgrades
    Managing iOS 11 and macOS High Sierra Upgrades Nick Thompson, Product Manager, Jamf Oct 5 2017 6:00 pm UTC 60 mins
    Are you ready for macOS High Sierra, iOS 11 and tvOS 11? These new operating systems are here and chocked full of exciting productivity features that your users can’t wait to get their hands on. To help you empower the masses and seamlessly upgrade all of your devices, Jamf Pro offers same-day support for each new Apple OS and ensures management continuity throughout the process.

    In our webinar, Managing iOS 11 and macOS High Sierra Upgrades, we’ll walk you through the upgrade process, explain best practices to follow and point out “gotchas” you’ll want to avoid.

    You’ll learn:
    •What’s new for IT management in iOS 11 and macOS High Sierra
    •How to leverage inventory data to prepare for upgrades
    •Strategies for best rolling out your OS deployments

    Presenter Info:
    Nick Thompson, Product Manager, Jamf

    Nick Thompson is on the product team at Jamf, an Apple device management solution for IT professionals. Nick is passionate about technology in the enterprise and closely follows the enterprise mobility management industry. He previously worked at Apple helping companies implement Mac and iOS deployments.
  • 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 Oct 10 2017 7:00 pm UTC 60 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.
  • The Service Desk on the Front Lines of Cyber-Resilience
    The Service Desk on the Front Lines of Cyber-Resilience Bob Rice Oct 11 2017 5:00 pm UTC 120 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.
  • Replace Email, Advance Your Organization
    Replace Email, Advance Your Organization Kyle Shepard Oct 11 2017 6:00 pm UTC 60 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
  • 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 Nov 8 2017 6:00 pm UTC 60 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.
  • The Service Catalog: Not Just For Breakfast Anymore?
    The Service Catalog: Not Just For Breakfast Anymore? George Spalding, Pink Elephant Nov 9 2017 7:00 pm UTC 60 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 i 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 fulfil 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.
  • 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 Nov 14 2017 4:00 pm UTC 45 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.
  • 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 Nov 15 2017 7:00 pm UTC 60 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 AS A SELF-SERVICE
    ITSM AS A SELF-SERVICE William R. Harrison, Managing Director / ITSM SME, WRH ZSERVICES, LLC Nov 16 2017 4:00 pm UTC 60 mins
    IT Service Management

    Utilizing automation toolset features to maximize Self-service commitment --- driven through customer facing process standards that is intended to:

    1- Ensure client / customer engagement, and;
    2- Create ease of management, for the IT business, for those who are consuming the support & services of your organization.
  • Engage End Users in ITSM  Initiatives to Create Raving Fans
    Engage End Users in ITSM Initiatives to Create Raving Fans Pam Erskine, Principal Consultant & IT Transformation Strategist Nov 16 2017 6:00 pm UTC 45 mins
    Every end user in your company plays a part in successfully helping IT adopt new best practices such as ITIL, SIAM, DevOps, etc. They use the new functionality that it delivered. They experience the delay in resolving a problem. They use a workaround when the IT service isn’t available. The end users are the ultimate beneficiaries of your services. Ignore them when you are implementing best practices and you’ll diminish the value of your initiative. Embrace them and you will improve customer satisfaction and your return on investment. In this session, we’ll explore how you can engage your end users to achieve a stronger result and create raving fans!
  • Proactive ITSM: Panacea or Possibility?
    Proactive ITSM: Panacea or Possibility? George Spalding, Pink Elephant 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.