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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
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).
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.
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.
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
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.
* Deployment and provisioning tactics for Apple devices
* Configuration management options and software delivery methods
* Security considerations for Apple and ways to empower end users
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.
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.
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.
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
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.
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 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.
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?
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.
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.
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
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.
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
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
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 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.
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
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
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 “People, People, People: The Importance of Attracting and Retaining the Right People.” 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
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.
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
"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.
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.
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.