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DT is altering the food chain! Is your ecosystem adapting fast enough?
Listen to real-world examples of how some companies are evolving and transforming at an incredible rate fueled by technologies that didn’t even exist a short while ago.
No sector or industry is immune or future proofed from what’s about to follow. Traditional big business and institutions are at risk of being displaced, becoming obsolete or made irrelevant.
The pace of change is accelerating exponentially; are you adapting fast enough?
What if - there was a new service management model that could help you tap into and leverage your current investments, methods and human capital to adapt more quickly.
What if - this new service management model was self-organizing, just-in-time, low entry cost, flexible and elastic?
What if - this new service management model inspired innovation, creativity and outside the box thinking?
Would it be worth the hearing about it?
This session is about how to optimize and transform IT Service Management in the digital age.
In 45 minutes we’ll cover:
*How digital transformation is shaking things up
*How ITSM is evolving to manage services in the digital age.
*What’s VeriSM all about
*What’s the new Business/IT ecosystem
*What’s the new management mesh
*How does governance enable innovation
*How to pick up the pace
*How to learn more
What is digital transformation, how are companies going about accomplishing it and what does that mean for ITSM?
In this session ITSM Product Ambassador, Akshay Anand, discusses the role of ITIL in digital transformation initiatives. Akshay will reveal how you can leverage the ITIL 9 Guiding Principles to achieve success in your digital transformation.
Join this session to gain actionable insights and learn how you can get involved with upcoming ITIL content which will improve success for digital transformation at your business today.
Whether your organization wants to improve customer satisfaction, boost productivity, or increase revenue, the customer journey is at the heart of it all. And with today’s customer expectations on the rise, getting customers to the right agent, at the right time is critical. The problem? Most businesses think they’re doing a better job of meeting customer expectations than they really are. In fact, Genesys research indicates that only 19% of businesses have a dedicated customer experience team to manage the experience.
Ready to differentiate yourself from the competition? Find out how predictive routing is becoming a fundamental part of delivering the genuinely omnichannel experience that customers now expect.
In this webinar, you will learn:
*How to match the right agent with the right customer
*How to bring sales, service, and marketing together to enhance the customer experience
*How leading contact centers are leveraging the latest predictive routing technology
Join us for an interactive and informative hour, complete with live audience Q&A.
Artificial Intelligence has finally come to IT Service Management in the form of a Virtual Agent that can act as a Level-0 analyst. This webinar will explain how Luma, a virtual agent can perform the duties of a Level-0 technician, freeing organizations from the high cost of manning a help desk and providing round-the-clock support. You will see Luma in action, automating self-service, guiding users to create actionable tickets, performing knowledge lookups, and automating tasks such as reset password. Users stay informed of ticket status and can provide feedback whenever and wherever they are through the channel of your choice. Since a Level-0 tech should also unburden senior techs, you’ll see how Luma helps level-2 technicians improve their productivity by managing and assigning tickets, automatically following up with users, and enabling users to access and update ticket information without a human technician in the loop. Finally, see the no-coding tools available to create unique capabilities for your organization if the 200+ out of the box skills need to be extended.
So much is being written (myself included!) about how ITSM helps an organization prepare and support digital transformation. But ITSM itself is going through digital transformation.
How will the way we approach and deliver ITSM change as a result?
Join me as I discuss “The Digital Transformation of ITSM”.
About Doug Tedder:
Doug Tedder is the principal of Tedder Consulting LLC, a Service Management and process improvement consultancy. Doug is a recognized thought leader who is equally adept in interactions from senior leadership to day-to-day practitioners. His attention to detail, industry knowledge, emotional intelligence, and the ability to “see the big picture” and make it actionable has resulted in a track record of success in transforming IT organizations into valued business partners.
Prior to starting his business, Doug spent over 25 years working in corporate IT organizations in a variety of local, regional, and global roles.
Doug holds numerous industry certifications in disciplines ranging from ITIL®, COBIT®, Lean IT, DevOps, KCS™, VeriSM™, and Organizational Change Management.
Doug is an author, blogger, and frequent speaker and contributor at local industry user group meetings, webinars, and national conventions. Doug is a member and former president of itSMF USA, a member of HDI, a contributing author to VeriSM™, and co-author of the VeriSM™ Pocket Guide. Follow Doug on Twitter (@dougtedder) or visit his website (dougtedder.com).
Service desks are closer to the customers than we can ever imagine. With self-service adoption on the rise and Service desks making it easy for their users to reach them, why do we still hear IT agents complaining users don’t raise tickets? Can we get the Service desk closer to the customers? What if the Service desk lives where the customers are already there?
This talk explores the possibility of approaching Service management with a selfless mindset focusing primarily on self-service and customers logging tickets with the service desk. A selfless approach takes a lot of effort but not without its benefits.
About Sanjeev NC;
Sanjeev is a Solution Architect helping Enterprise customers with their ITSM tool implementation. He’s an ITSM enthusiast with consulting, blogging & speaking experience and enjoys delivering content creatively through memes, comics and puns. He is currently on a mission to ensure every customer support interaction yields the best possible experience.
Leverage Threat Intelligence where it matters most.
Join us—the Verizon Threat Research Advisory Center – for our Monthly Intelligence Briefing (MIB) to discuss the current cybersecurity threat landscape.
This month's theme: Insider and Privilege Misuse
Our Verizon Threat Research Advisory Center presenters will be:
• John Rudolph, Principal Consultant, Identity and Access Management
• Steve Atnip, Senior Analyst, Threat Intelligence
• David Kennedy, Managing Principal, Open Source Intelligence
• Laurance Dine, Managing Principal, Investigative Response – EMEA
For this month's theme of 'Insider and Privilege Misuse' we'll feature John Rudolph, Principal Consultant, Identity and Access Management who'll discuss insider threat motivations, common denominators, and countermeasures, to include the Zero Trust approach. We'll then touch base on the IR Pulse and trends in our caseload, followed by:
I remember when virtual or cloud became the scary marketing words for any Operations or Infrastructure or ITSM person. My role is going, my skills won’t be needed. Our processes will break. We can’t go that fast!!!
Now years later – we have seen that what we do underpins what the organisations gets when they adopt and adapt to cloud based services. Let’s see why this happened and discuss how we can continue to be the innovation side of technology just like we have been all along.
Join me, Daniel Breston, to discuss how ITSM is relevant in the world of cloud or fast technology services delivered by multiple suppliers or technologies.
About Daniel Breston;
Daniel is a Principal Consultant for Virtual Clarity leading the operating model practices incorporating DevOps, ITSM, Agile Ops and leanIT Leadership. Daniel is a frequent speaker for BrightTalk, the British Computer Society, SITS, HDI or other conferences. Daniel is also a contributor to the VeriSM and SIAM Body of Knowledge acts as a mentor or coach for leaders interested in getting the best from technology services.
In today’s organization, every department is a service provider. Modern service management strategy has drastically improved IT services, but employees need more than that. Accreditation Commission for Health Care (ACHC), actually introduced a service catalog and ticketing strategy through its marketing department. It was such a success that multiple departments followed suit. Learn how they strategized, implemented, and measured results throughout their organization!
DevOps! Curse or Cure for DT’s insatiable need for speed?
Many predict mass extinction of traditional jobs as we know them today as a result of digital transformation and disruption.
No sector or industry is immune or future proofed from what’s about to follow. Traditional businesses and institutions are at risk of being displaced, becoming obsolete or made irrelevant.
Listen to real-world examples of how some companies are evolving and transforming at an incredible rate fueled by management practices and technologies that didn’t even exist a short while ago.
The pace of change is accelerating exponentially; are you adapting fast enough?
What if – you could deploy software 46 times faster?
What if – you could recover 96 times faster from system downtime?
What if – you could deploy changes with 80% less failures?
Would it be worth the hearing about it?
This session is about how smart companies are deploying new business functionality in the digital age.
In 45 minutes we’ll cover:
* How digital transformation is shaking things up
* What’s DevOps all about
* How’s DevOps evolving in the digital age
* What are the key lessons learned so far
* What’s the new management practice TRIAD
* What are the killer automation Apps
* How to pick up the pace
* How to learn more
Does your organization move at the speed your business needs it to? Keeping up with the pace is a game of do or die and those that recognize the impact of DevOps on digital transformation, will be the ones left standing. Bringing together insights from practice experts, industry roundtable discussions and research on the state of DevOps, Splunk shares the secret to winning the DevOps game.
Join this session to:
- Find out how DevOps can make your IT team and overall business (work) harder, better, faster, stronger
- Discover what you need to benefit from DevOps (spoiler alert – you already have the key to its success!)
- Learn all about ditching meh-trics in favour of measurement that matters
- Hear how others are already experiencing the value of data-driven DevOps on their digital transformation journey
DevOps, Cloud, Digital, Digital transformation; all great marketing phrases. Overwhelmed yet? I remember before the internet. Yes, there was computing going on before then. Yes, we were dependent on IT and Yes we did market our IT capabilities even as a bank.
But the internet came and wow – life exploded. Call it digital or whatever term you want, the age of making technology a service and a servant is truly upon us and will probably never ever go away.
So is DevOps, the way of collaborating on the use of technology and introducing new services, the best thing ever? Well, it certainly has started a decade worth of conversation.
Let’s use this session to see why DevOps is the framework practice for the age of making use of the worldwide collaboration and communication network (internet) and how it will transform the way you lead and act technology services.
Businesses are being forced to move at a higher speed than ever before, but the challenges are coming thick and fast - namely facing new competition, cost pressures, skills gaps, monitoring and metrics, and understanding and adhering to evolving standards for innovation, quality and reliability. These challenges make Digital Transformation a tricky game to win.
In this session, our panel of experts will discuss how DevOps can make digital transformation easier and help you;
* Deliver business value
* Boost bottom lines
* Give the best customer experience
Join the discussion on and level-up your DevOps game!
Rob Akershoek, Solution Architect, Shell
Prakash Vyas, ITOA Specialist EMEA, Splunk
James Finister, Global ITSM Strategist, Tata Consultancy Services
Dimitri van den Broek, EVP, Strategic Alliances & Co-Founder, ITpreneurs
Moderated by Barclay Rae, ITSMf Board Member and Director, Essential SM
The title is a cynical reference to the hype around Digital Transformation and DevOps. There’s a lot of confusion and you may be wondering what the terms actually mean and what the relationship is between the two. If we look closer, we’ll see that DevOps has much to support Digital Transformation, but that it’s only one of the pieces in the Digital Transformation jigsaw puzzle.
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.
Cybersecurity professionals do a great job when it comes to understanding, and mitigating, technical and functional risk.
But CEOs and board members tend to think in terms of business risk. This webinar shows cybersecurity professionals how to articulate requirements in business terms. With that knowledge, they can build the case for cybersecurity tools, staffing, and initiatives in a way that business professionals will understand--and fund.
We invite you to participate in our member feedback regarding omnichannel support and emerging channels. Listen to this 2 minute video and take a moment to answer 3 questions. Then register and join us for the live discussion on July 25th.
The IT infrastructure management landscape is rapidly changing. Much of what IT used to support, build and deliver on premises is moving up into the Cloud. IT services are moving up and out of the data center and access to these services is moving beyond the four walls of the business. New technologies and devices are spreading and stretching when and where IT services can be used (e.g. Internet of Things). While the shift towards more agile and flexible delivery channels for IT services is creating new business opportunities, it is also creating new business challenges for securing the IT infrastructure and delivering those services safely. How are IT organizations meeting this challenge? What strategies are organizations employing? What technologies, processes and organization changes are taking place to keep the business safe? Learn some answers to these questions and leave with ideas and a roadmap to secure your own IT Infrastructure.
What do Uber, Starbucks, United Airlines, Wells Fargo, and Southwest Airlines have in common? They are all working on repairing their brand and customer experience reputations.
We are halfway through 2018 and it's time to reflect and adjust course. There have been so many daily events that impact our corporate and personal brand that it is important to pause, reflect, and determine what we want to do and be as human beings.
Roger Lee, aka Dr. WFO, Founder and Principal Evangelist for Contact Center Advocates, will share how some of these world events have and will impact people, process, technology, and strategy as we continue to provide customer service and customer experience moving forward.
Keeping up with rapidly changing technology is a challenge IT service management leaders across all types of organizations face. And, setbacks caused by outdated, legacy ITSM solutions do not make modernization efforts easy. Whether your goals include artificial intelligence, incorporating DevOps, or automating key IT processes, all ITSM teams must embrace change, and innovate.
Join our upcoming webinar with representatives from higher-education, healthcare, and government as they share successes, blunders, and challenges from the IT trenches.
Tammy Jo (TJ) Martinez, University of New Mexico
Diane Burton, Seattle Cancer Care Alliance
Nick Kouloungis, Louisville Metro Government
Get the rundown of different audiences for the CMDB and how to achieve each of their objectives through out-of-the-box products.
Plus, Find out...
- Why CMDB should be your ServiceNow foundation
- What's the roadmap to success
- Conventional and specialized uses, including services and dashboards
- Real-world examples of companies transforming today
More than one-third of organizations identify "managing an increased workload with existing staff" as their primary challenge, according to a recent survey of support organizations conducted by HDI. Compounding this challenge is the growing complexity of the modern workforce: traditional workspaces are giving way to a remote workforce and the gig economy. These workers bring with them their own devices for use at work and are conditioned to expect business apps to be as lightweight and frictionless as the apps used in their consumer lives.
In this webinar, HDI Senior Analyst and Peter Zeinoun will provide essential information for support leaders who must reimagine how to deliver an "awesome" support experience for employees, improving both the productivity of the modern workforce and those who support them.
In this webinar, we will discuss:
*How the employee support dynamic is shifting
*How to create a frictionless employee experience
*How to use training and professional development to increase productivity, retention, and morale
This panel discussion will feature leading experts from various departments inside Acorio, bringing tactical experience and strategic vision to help you guide your ServiceNow journey today. Learn from Acorio’s hundreds and hundreds of successful go-live’s – and pick the experts’ brains about their experiences in the ServiceNow trenches.
Organizations are looking to access services in a completely different way. In the past, technology leaders have had to deal with multiple softwares or solutions for individual lines of business, now they have the opportunity to take all of the services within an organization and measure them through one service platform. In this panel discussion, we’ll go through the tenants of customer service and how those are now applied through IT service management best practices to make this the era of employee services.
Gartner says that by 2022 contact centers will be handling 12 customer channels on average. Some are emerging and some are shrinking…Which channels you adopt will depend on your specific situation. Join Noel Roberts, CTO at Aria Solutions, to learn about industry trends and understand what your peers are doing to support omnichannel.
The ”Digital Transformation” era is upon us. But, in many ways, this feels tactical in nature.
The strategic goal of Digital Transformation should be “Value Transformation”, working in partnership with IT business partners. To do this and stay relevant, ITSM must integrate the key principles of Lean, Agile, and DevOps into a vastly improved delivery system that focuses on a single goal - business value. Namely, better services delivered faster and for less cost. Join George Spalding, Executive Vice President, Pink Elephant and Chuck Darst, Senior Product Marketing Manager, Cherwell Software as they discuss the next frontier of ITSM.
George is one of North America’s most insightful and engaging ITSM and support leaders, George is an ITIL® expert with more than 30 years’ experience in the IT industry. He is co-author of the ITIL V3 Continual Service Improvement core volume.
George spent several years as a consultant to the White House on technical presentations and conferences. He also coordinated technical presentations for members of the President’s cabinet, the Smithsonian Institute and the Federal Bureau of Investigation. A regular author of IT articles and white papers and a sought-after presenter at global ITSM conferences and webinars, George’s winning personality captivates audiences, be it in print, over the airwaves or in person.
Configuration Management Database (CMDB) conjures thoughts of Excel (manual entry—blah); it’s so cumbersome. But what if you could make it easier—automated, cloud based—and proactively eliminate service outages?
Join our 15-minute webinar with ServiceNow Advisory Solutions Consultant Mike Bledsoe as he discusses common-use cases that prove the value in effective CMDB with ServiceNow’s Discovery solution. We’ve already started seeing how this is changing IT departments’ lives—there’s a reason why ServiceNow is Forbes’ #1 most innovative organization in the nation.
Join Troy DuMoulin, VP of Research and Development at 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.
This webinar will dive into the exclusive Executive Connections program available at FUSION 2018. Learn more about how this opportunity can enhance your educational experience through exclusive exposure to industry leaders and experts. The Executive Connection sessions will include stories from Executives; attendees will hear from two Keynote Speakers and share leadership concepts. It will also facilitate networking between you, your peers, and the many invited industry experts, and ensure you are getting the most from your time at the conference.
There is a considerable hype about Artificial Intelligence (AI) and its potential impact on humanity. For some, it is the best thing since sliced bread, bringing eternal leisure and world peace; for others, it is doomsday accelerated, where humanity will either become extinct and machines take over the world or it becomes slaves to the robots.
In this presentation, we will cover an overview of what AI’s capabilities are today, where it may lead us, and what we need to take into consideration in service management of AI. Furthermore, we will present a service management model that shows realistic perspectives on what AI’s capabilities can and cannot be. This leads to conclusions about whether AI is a threat to humanity or not.
Goya Foods is a global organization serving thousands of customers all over the world. How does an organization that large deliver a better employee experience? Join Bryan Greer, Senior System Engineer at Goya Foods, as he shares the top three ways they've used IT service management best practices to improve internal customer satisfaction:
- Build a user-friendly service portal
- Measure success with tangible data
- Continuous improvement and expansion of best practices
Problem management is the hidden treasure of Service Management. It is key to ensuring reducing the cost of IT services, improving the value of IT services, and improving customer satisfaction. But how do you justify investing in problem management?
Too frequently problem management is understood as something that must be done when things really get bad, or when a customer is screaming because of a failure somewhere else, or as a “last resort” when no one knows what else to do.
In reality, problem management is key to improving the performance of IT and improving the customer’s view of IT’s true capabilities, whether related to technology, applications developed in-house, software, cloud services, etc. You name it, problem management has a role.
This session will cover:
•Investigating the hidden treasure – What does it take to get problem management “off the ground”; the who, what, where, when and why of problem management
•Searching for the hidden treasure – Gather your team and start mapping metrics for problem management
•Digging up the hidden treasure – How to start - the approach to implementing problem management
•Protecting the hidden treasure – Retain the value - keeping the momentum with problem management
Introducing Luma the Virtual Agent with Artificial Intelligence. Learn how organizations using ITSM software from CA Technologies can rapidly leverage this powerful capability without altering their current implementations. •You will see Luma in action, automating self-service, guiding users to create actionable tickets, performing knowledge lookups, and automating tasks such as reset password.
Consumers are not as likely to fill out surveys as they once were. Survey programs across all industries are struggling to obtain both the quantity and quality of data required to make intelligent decisions. Does this mean that customers are providing less feedback to organizations? Hardly! Feedback is happening all around in new and exciting ways. It’s time that we evolve our ability to listen. Learn the best ways to capture unstructured feedback and take your Voice of the Customer program to the next level!