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Merging cutting-edge technology with internal processes is the only way to meet the evolving IT needs of students, faculty, and staff in higher ed. Chris Chagnon and Marie DiRuzza will provide an inside look at Worcester Polytechnic Institute's (WPI) use of Cherwell Service Management. From innovative API integrations to research and planning for a future filled with artificial intelligence, Chagnon and DiRuzza are at the technological forefront of education.
Current IT structures and management systems based on task segmentation drive specialization over collaboration and localized effectiveness over innovation. While these models can be effective for getting work done they unfortunately also have a tendency to create a culture of silos, challenges with handoffs, and the creation of bottlenecks.
With the advent of Lean, Agile, and DevOps practices focusing on creating faster velocity and speed to market, organizations have been evaluating their end-to-end value systems and looking for ways to increase speed and identify opportunities for automation. Join Troy as he demonstrates how IT Service Management has moved from a process model to a life-cycle view and now to a Value System perspective and what this means for the future of ITSM.
Step beyond the hype and the myths about Artificial Intelligence (AI) and Machine Learning (ML). Join us on this webinar to learn the real world significance of AI for an enterprise. This webinar will take a practical view of how ML can make a difference in your business, illustrating the role it plays in any meaningful digital transformation effort employing AI. The focus will be on the business value this technology can deliver.
Infosys Nia, a comprehensive AI platform, comes equipped with Advanced Machine Learning that works in concert with its other aspects rendering effective digital transformation solutions for an enterprise. Join us to learn how you can embark on your own digital transformation journey.
- Mike Gualtieri, VP, Principal Analyst Serving Application Development & Delivery Professionals, Forrester
In this webinar, we’ll show you how adoption of your self-service portal can improve both CSAT and service desk efficiency, as well as increase collaboration across the organization. We’ll also introduce you to First Health of the Carolinas, as they share how they creatively pushed portal adoption throughout their large organization, turning thousands of potential help desk phone calls into thousands of quickly-resolved tickets.
Every organization needs to become a modern software factory. You're developing new capabilities to quickly deliver high-quality customer experiences. You've deployed software that enables rapid development. And you're nurturing an agile mind-set with a primary focus on customers. At some point during this journey, people up the food chain will ask about their return on investment. Do you have a process or framework in place to respond to the question with knowledge derived from quantifiable data? In this webcast, ITSM author Darren Arcangel dives into how ITIL® metrics and continuous service improvement can help quantify this business value.
Effective employee onboarding programs increase performance by up to 11 percent, according to BambooHR. What makes an effective onboarding program? Reducing the time it takes for new employees to get the tools they need to do their best work.
In our webinar, Zero to Productive: A Better Employee Onboarding Experience, we show how you to create a smooth and reliable technology onboarding experience that makes it easy, informative, and dare we say, fun for employees to get up and running immediately.
In this webinar, we’ll cover:
* Why onboarding matters
* Advanced zero-touch device deployment tools
* How to leverage progress feedback apps
* End user interaction opportunities
Join Troy DuMoulin, VP of Research and Development with Pink Elephant, as he discusses the future of integrated service management.
In order to support changing business needs and digital transformation, IT organizations must begin working in an end-to-end value system versus isolated pockets of technical specialists. IT Service Management is evolving to provide a systematic view of the full value system.
Hear Troy’s holistic perspective on ITSM’s evolution into an enhanced and expanded proposition that integrates DevOps, ITIL, Agile, and Lean.
With the ServiceNow’s new Kingston release, fans will not only get new functionality for a richer user experience but enjoy important strides in perhaps the most anticipated areas area of the day: machine learning and automation.Every release brings us more expansion across the ServiceNow Platform, and Kingston is no exception, adding new features and functionality including advances in the ServiceNow Platform, CSM, HR Service Delivery, ITOM, ITBM, Performance Analytics, Security Operations, GRC, and, of course, IT Service Management (including Software Asset Management). Taken in context, these new capabilities make a strong case that ServiceNow is setting itself up to act as the technology backbone for modern organizations (so keep an eye out for future platform plays!).
Dashboards, reports, KPIs, and metrics are all part of life in the contact center. The challenge: putting all that data in context to use it effectively. Does your team struggle to measure or improve the customer experience consistently? If so, you’re not alone. According to a 2017 ICMI survey, it’s one of the top ten challenges for contact center leaders.
Join us on February 22 as we help you identify ways to understand the most complex customer feedback in an organized and comprehensive manner. We’ll also show you how to use the power of text analytics to put your metrics in the right context, and how to deliver those valuable insights to key decision makers across your company.
In this webinar, you will learn:
* How to use the data you already have to identify actionable areas for improvement
* How to refine your dashboards and measure what really matters to customers
* How to better analyze, measure, and correlate your customer data
Join us for an interactive and informative hour, complete with live audience Q&A.
We'll cover 'Cryptocurrency Related Attacks' for this month's theme. In doing so, we'll provide insight as seen by our investigators and analysts. For the 'Insight' portion, Adam Harrison will provide a 2018 Data Breach Digest pre-release 'sneak peek' on a Cryptocurrency-Mining Malware scenario. For the 'Today's Risk' portion, we'll feature Roy Porter who'll provide an in-depth look into cryptocurrency-related attacks as seen in our caseload and on the DarkNet and internet.
This will be followed by our regularly scheduled programming:
Everyone knows changes are risky; change management is responsible for managing that change-related risk. In theory, it’s simple; in the real world, it’s a far cry harder. This webinar presents a straightforward approach to identifying and analyzing change-related risk, along with practical risk mitigation strategies that you can put to use in your organization right now.
Attend this session to learn all about:
* Identifying change-related threats
* Assessing vulnerabilities
* Determining risk
* Risk reduction strategies
* Prioritizing risk mitigation efforts
Large multinational organizations need to ensure that they are always compliant with regulatory requirements. Trade names for raw materials change across markets and can pose a challenge for regulatory teams to be on top of. Infosys Nia with advanced machine learning and natural language processing helps you build knowledge models breaking down the composition into trade names which can be tested automatically against defined rules. See how Infosys Nia makes it easier for companies to be compliant and reduce fines and increase employee productivity.
One of our clients operates with multiple entities under multiple contracts that govern how business is conducted. They were dealing with extended lead times manually reviewing contracts and handling exceptions. Infosys Nia ingested all contract agreements to create a knowledge model that captured rules, exceptions and resolutions. The model responded to incoming queries and resolved exceptions based on information captured from the labor contracts. A conversational interface provided natural language query into the knowledge models, helping the client reduce lead times, lower costs and improve efficiency.
Infosys Nia lets you accurately predict the cost of product development by applying machine learning and advanced text analytics on historic cost data. Understand all factors that influence cost of development accurately. Increase profits, reduce costs and shorten your development cycles by improving employee productivity and eliminating iterations between design and operations.
Asset operations and maintenance are critical business processes for many organizations. Watch how Infosys Nia’s machine learning and natural language processing help a Chiller Unit save on costs and improve efficiency. Learn how Nia implementation improved issue resolution times by up to 75% and increased the productivity of maintenance engineers by 50%.
Infosys Nia ingests source code, historical incident tickets, and other documentation to build a knowledge model of the source code with mapping across modules. Natural language processing, text analytics and machine learning techniques are applied to perform bug localization, root-cause and impact analysis, and test plan generation.
• Amplified staff capabilities
• Improved staff productivity and utilization
• Lowered Average Handle Time
• Lowered Mean Time To Resolve
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
This is a webinar about using knowledge management methodology and intelligent technology to bring company ethos and knowledge all the way out to your customers.
The webinar focuses on how to source knowledge in the modern enterprise and make sure that it generates full value all the way to supporting customers in all channels. The benefits are huge and gives your organisation reduce costs, increase revenue, improve workforce productivity and customer satisfaction.
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.
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.
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.
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.
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 veterans Alton Harewood, Contact Center Consultant, and Kara Allen, Global Workforce Management and Optimization, 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 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.
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.
•Apple IT accomplishments in 2017
•Predictions for Apple IT trends in 2018
•IT initiatives to consider and provide examples of organizations already implementing them
How can IT help the entire business remain productive without breaking the bank?
Automating process workflows and providing a high-quality service experience is a common theme across all business departments. Extending IT service management solutions and principles beyond IT can improve productivity, enhance collaboration, and cut costs.
Please join us as we discuss how Cherwell Service Management’s flexibility helps diverse lines of business:
- Manage and automate HR, facilities, and security processes.
- Build custom applications without writing code.
- Create inviting customer experiences.
- Collaborate to achieve business goals.
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.
In our March Lunch and Learn 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.
Because more of our world depends on technology, complexity, criticality, and risk are all increasing, and so is the cost of failures. As Charles Betz of Forrester recently wrote, “Complex systems continue to fail, and there’s no sign that this will change.”
When systems fail, the response needs to be swift, and services must be restored rapidly and accurately. This requires coordinated efforts across multiple functions, making planning, preparation, and communication mission-critical and business-critical. Recently, incident management has shown increased interest in learning from first responders, and in applying some of the methods they use for response coordination and communication.
In this webinar, we will discuss:
* How and why complexity is increasing
* What types of risk result from increased complexity
* How incident management can learn and improve by looking outside IT
Fellow Cybersecurity Practitioner:
Join us—the Verizon Threat Research Advisory Center – for our Monthly Intelligence Briefing to discuss the current cybersecurity threat landscape.
This month's theme: Protected Health Information
How can ServiceNow transform your HR Service Delivery? Start simplifying HR processes, reducing time spent on routine tasks, and modernizing the employee service experience.
- The Big Picture: Why are we all investing in HR?
- Real World Examples: What's possible in HRSD
- Build your Business Case: Alignment, Impact, and your 4 steps to a killer pitch
- Questions to expect: New demands and changes we see with Acorio clients as ServiceNow HRSD expands
Government agencies require precise planning and support when it comes to software implementation. Carefully navigating the intricacies of regulations and mandates, organization structure, lobby groups, and complex contracts is essential for success.
Join Tracy Barnes, of STRITCO, as he discusses his experience implementing Cherwell service management within the public sector. Tracy will share the specific challenges experienced during public sector ITSM implementation and provide practical, actionable solutions that have proven to improve performance within IT, HR, Purchasing, and Finance departments.
About Tracy: Tracy was the project manager for the successful ISO/IEC 20000-1:2005 certification at the Florida Department of Revenue. The first state government agency to be certified in the United States. Tracy has achieved the following certifications: ITIL Expert, PMP, Executive Consultant/Manager in ITSM according to ISO/IEC 20000, Six Sigma Green Belt, Internal Audit Certificate in ITSM according to ISO/IEC 20000-1:2011, and is a Certified Public Manager.
Artificial intelligence, once confined to the big screen, is readily available to consumers, in basic form, with Alexa, siri, and self-driving Tesla cars. But, what does this mean for business? We may not have Ex Machina-like robots just yet, but dedicated ‘Futurists’ are joining the C-suite in many organizations to future-proof decision making and prepare for future technology innovations.
AI tools rely on database driven, predictive technology that will enhance the cognitive performance of humans. Join us to learn how you can create a solid foundation for AI initiatives with good knowledge management practices.
Digital transformation, the Internet of Things, the application economy, the modern software factory, and so on… are all major Business trends impacting the IT service desk and service level management (SLM). Some would contend the service desk is focusing on service operations – not only IT - and SLM is becoming a real business discipline/function. In this webcast, SLM expert fusionPOINT and service desk vendor CA Technologies will look at the impacts of these trends on each and where it is all headed. Learn about the important part proactive and predictive SLM play to enable Digital Transformation and the service desk becoming more predictive, proactive, and business outcome focused.
Macs are no longer foreign to the enterprise world. Marketing requests them, executives demand them and, of course, sales reps don’t want to be left out. How’s an IT admin to securely manage the growing number of Apple devices that will soon be joining the network?
In our webinar, One to Eleven: How to "Turn Up" macOS Security, we’ll show you how to tap into native Mac security controls so you can securely rock your Mac deployment.
•macOS security features
•How to manage macOS security controls with device management
•Common security frameworks and how to apply them
It takes an average of 11.5 weeks to onboard just one agent - and one in three agents will leave your organization within the year. The time to reimagine your approach to onboarding has never been more critical.
With a new way of thinking about onboarding agents, you can speed up time-to-competency, mitigate early turnover, and continuously build capability on-the-job, which will ultimately drive better business performance. We’ll give you 3 key principles that call center leaders, including BT Consumer, the UK’s largest provider of broadband services, are applying to their business to improve results.
IT has been changing, and continues to do so, in reaction to technology advances and digital transformation. Terms like “application economy” and “modern software factory” have become commonplace in IT strategy discussions. At a more practitioner level, IT has added practices or methodologies like Lean, Agile and DevOps to its arsenal, adding to the constructs set in place with ITIL® to make organizations more effective. Watch this webcast to learn about guiding principles of change, agile sprints, creating an end-to-end operating environment, continuous delivery software pipeline, push-button deployment and KPIs, and how they are impacting ITIL’s evolution in conjunction with these Lean, Agile and DevOps practices.
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