Get powerful help desk and support insights from influential experts. Connect with thought leaders and colleagues to get the most up-to-date knowledge on the help desk and support strategies that effect business value and growth.
This webinar will focus on the importance of self-service adoption for IT Service Management and why improving engagement will save money for the business and improve the efficiency of operations long-term.
Speakers: Ramya Kannan, VP Delivery and Venkata Sankaran, Director Finance; Moderator: Sajesh Gopinath, GM UST SmartOpsRecorded: Feb 20 202059 mins
Are you in procurement or financial operations? Do you manage a huge number of vendors, the account and payment of invoices, and cash reconciliation? You probably recognize that financial operations are typically highly manual, repetitive tasks that are critical for cash flow and managing operations.
Now you can re-imagine your finance operations with automation from extracting key data to keeping accurate accounting records, automating workflows and paying vendors on time - not too early, not late.
Learn more to see how we at UST Global and our customers have approached modernizing financial operations with automation.
Troy DuMoulin, VP of Research & Development at Pink Elephant, and Bruce Randall, Director Product Marketing ITSM, ServiceNowRecorded: Feb 19 202059 mins
Siloed organizations aren’t just a challenge at the enterprise level. Even within IT, different specializations with their own tools can inadvertently wall themselves off, making it hard to collaborate, slow to innovate, and damaging quality of service.
Join Troy DuMoulin, VP of R&D at Pink Elephant, and Bruce Randall, Director of Product Marketing at ServiceNow, for a discussion of the latest strategies and technologies aimed at helping IT work in a more integrated, automated, and collaborative way. You'll learn:
- How IT silos restrict the ability to move innovation through the IT value chain.
- How to adopt an end-to-end view on process automation that spans functions and departments.
- How ServiceNow can create a single system of record to orchestrate and streamline processes across IT silos.
Simona Lewis, Advisory Solutions Architect, ServiceNow and Kevin Wong, Sr. Technical Trainer, ServiceNowRecorded: Feb 19 202013 mins
ITOM Series - Part 1
Configuration management database (CMDB) is not a new concept, yet even today leaders in IT Service Management within large organisations struggle with CMDB accuracy and reliability.
In the first part of this series, we will speak with Kevin Wong, Senior Technical Trainer. Prior to becoming a Trainer, Kevin spent many years implementing ServiceNow across multiple organisations and he brings a great perspective on topics such as:
- Roadblocks encountered in CMDB deployments
- Avoiding common issues
- Real life implementations
Scott Sachs (SJS Solutions); Brian Spraetz (Five9); Roy Atkinson (Moderator)Recorded: Feb 18 202061 mins
There is no doubt that your organization should provide a consistent customer experience across all communication channels. Fielding customer inquiries and providing information in multiple, disconnected channels can contribute to errors, miscommunication, and a disrupted customer journey that forces customers to repeat information. As a result, this can contribute to an increase in customer churn. Omnichannel, however, can create connected customer journeys and exceptional customer experiences.
In this webinar, you will learn about some omnichannel pitfalls you can avoid, including:
• The wrong technology (added on top of legacy systems)
• Agents not cross-trained, leaving channels unstaffed or unavailable
• Inaccurate metrics and KPIs
• Insufficient or disorganized customer information
Join us to gain valuable knowledge so that you don’t have to learn your lessons the hard way.
Bruce Roton: CISSP, CISA, CISM, CIPP/US, C|EH, C|CISO, CRISC, ISO-27001, CGEIT, CSSGB(IT), ITIL, CSMCPRecorded: Feb 18 202051 mins
In the last decade, it has been a common axiom of cyber security that it is not a question of if an organization’s defenses will be breached, but only of when. And while cyber-attacks and data breaches are always business disrupting, they can also be very costly. Therefore, Time to Detection and Time to Effective Respond have become critical measurements for the success of any organization’s cyber security program.
This is the second webinar in a 2-part series where we'll delve deeper into the issues and processes of intruder detection, from first response through intruder eviction and remediation.
Frank Burnett-Alleyne, Director Banking & Financial Services, and Morgana Caldarini, Country Manager ItalyRecorded: Feb 12 202049 mins
AI is transforming almost every aspect of the Financial Services industry and possibly the highest profile of all is the way Conversational AI is being used to deliver services to both customers and employees.
Think chatbots, intelligent Virtual Assistants and Digital Employees! They deliver significant cost savings and engage with your customers in a highly engaging way, they provide 24/7 personalized services to customers and employees alike and drive tangible market differentiation through initiatives such as ‘the world’s first virtual reality bank’.
In this highly engaging webinar, Frank Burnett-Alleyne and Morgana Caldarini, two of Artificial Solutions’ leading AI Specialists in finance, will explore case studies from the industry on how Conversational AI is already benefiting BFSI organizations. They will discuss the results, so you have a better idea of what ROI you can expect, and will share practical advice on how best to implement Conversational AI within the financial services sector.
This webinar will arm you with all the information you need to understand the ‘Why’, ‘How’ and ‘What’ you need to do to successfully implement Conversational AI in your organization.
Joe Corpion, Director IT Operations Governance at ServiceNow, and Ritesh Arora, Director Applications Development, ServiceNowRecorded: Feb 11 202053 mins
Most enterprises know that their industry is being disrupted by digital trends, but few are prepared for it. IT Operations – which is at the heart of the transformation – is under the most pressure to modernize. With the drive to cloud-first initiatives, IT Ops often tries to build flexible digital experiences on top of outdated technology stacks, breaking traditional processes and increasing the likelihood of service degradation with complex business services.
Learn how ServiceNow leverages IT Operations Management to:
- Speed time-to-deployment by automating time-consuming operational tasks.
- Accelerate problem identification and resolution with AIOps.
- Make the shift from an infrastructure-centric to a business-centric IT organization.
Gabe Larsen (VP of Growth, Kustomer)Recorded: Feb 11 202037 mins
Sixty-six percent of younger consumers believe that the customer is always right. This generation expects more from the brands they choose to engage with, wanting seamless, personalized service on every platform, instantaneously.
Join Kustomer VP of Growth, Gabe Larsen, to discuss highlights from our newly released buyer’s guide, and understand how technology can enable you to deliver on customers’ growing expectations.
In this webinar you will learn:
-What makes a modern day customer service solution
-What to look for in a customer-centric CS platform
-How to measure the success of your solution
-Why it is important to choose the right technology
Peter Beasley, President Netwatch SolutionsRecorded: Feb 11 202059 mins
Many enterprises still enjoy success with legacy service desk solutions such as Footprints, Track-IT, and Remedy. Many DevOps and software driven enterprises use Jira effectively to manage their service desks. But these solutions, often perpetually licensed, may be customized to meet many internal business needs – but do not have the latest configuration management capabilities like predictive analytics, dependency mapping, gamification, auto-discovery and robust change management workflows. Many lack a CMDB (configuration management database).
So … wouldn’t it be great to have a CMDB without the hassle of changing your entire service desk functions?
Plus, most CMDB’s today require migrating from a fully amortized, perpetually licensed solution to a recurring, SAAS solution.
•Lists reasons to keep your legacy service desk
•Identifies key intersection points on how a traditional service desk can be complemented with a modern CMDB
•Points-out what deficiencies may hurt the most
•Emphasizes the plusses often out-weigh the negatives.
Keeping your legacy service desk may make sense for many enterprises when you find options to extend their capabilities. Learn how.
Josh Streets (Scoreboard Group); Bryan Hood (BeyondTrust); Roy Atkinson (moderator)Recorded: Feb 11 202057 mins
The modern organization needs to provide a reliable, secure way for customers, vendors, and remote employees to both access the resources they need to do their work, and to receive support where they are, when they need it. HDI’s annual research shows that Remote Control is the number 3 “must-have” for the support center. The research also shows that 39% of support tickets come from external customers and end-users.
In this webinar, you will learn why it is important to:
• Provide a mobile workforce with access and support
• Grant external third parties such as vendors and auditors access to the specific resources they need—and only those resources
• Provide full support to end users on multiple types of devices
• Ensure the security of your organization’s data
• Minimize risk from unnecessary privileged accounts
Beverly Weed Schertzer, ITSM Business Strategist, edifyIT LLCRecorded: Feb 7 202049 mins
ITSM is dependent on people in the organization to understand it and most people don’t get it. ITSM isn’t a choice it’s a requirement and businesses are losing sight of the core concept of what ITSM practices deliver.
Understanding Change, Release and Configuration is about providing clarity to help deepen one’s understanding of a major area in ITSM; Change, Release & Configuration Coordination. ITSM is a fundamental aspect in business and its requirements to develop a program that works, and it's sometimes it's more than the common ITSM frameworks can achieve.
ITSM isn’t a framework to implement, it’s a business function to effectively and efficiently deliver high-value service to customers. Technology is the vehicle to deliver this value, and people are the driving force to ensure the vehicle is controlled, managed, and maintained. Change, Release, and Configuration (CRC) are continuous tasks involved with service delivery.
In this webinar, Beverly talks about the effects of framework thinking and presents on the importance of understanding CRC in ITSM to produce a high performing service delivery organization.
Gerald Beaulieu, Director Product Marketing, ServiceNow, and George Rubio, Senior Technical Product Marketing Manager, ServRecorded: Feb 6 202057 mins
The goal of any digital transformation is to reduce complexity and automate manual processes so employees can be at their best. But the typical mix of legacy systems and point solutions can get in the way, creating the silos that prevent teams from working together efficiently.
Join us for a look at how a unified cloud platform across all of IT can transform service delivery and give employees a better overall experience — with the access and insight they need to translate inspiration into innovation. You will:
- Learn how a unified IT platform can transform processes into competitive advantage.
- Discover how to better align IT service delivery with changing business priorities.
- See how AI-powered user experiences can unleash employee creativity and open the door to market-leading innovation.
Roy Atkinson, Group Principal Analyst, Informa Tech | HDI and ICMIRecorded: Feb 6 202056 mins
This webinar will cover the what and the why of measuring and monitoring in the technical support center. In addition to discussing some of the differences between a Service Desk and a Help Desk, we will cover:
- The Why of Metrics
- Industry Top Metrics – A Closer Look
- Myths of Measuring
- Back to Basics
- Consequences of Automation and Artificial Intelligence
- Monitoring: What and Why
Measuring and monitoring help us understand and improve our performance for the organization, but it’s important to be aware of some of the unintended effects of and overemphasis on metrics, and talk about why metrics should not be considered goals, but rather should be mileposts.
Who should attend: Directors and managers with responsibility for Service Desk or Help Desk operations
About the speaker
HDI's 2019 Lifetime Achievement Award honoree Roy Atkinson is one of the top influencers in the service and support industry. His blogs, presentations, research reports, white papers, keynotes, and webinars have gained him an international reputation. In his role as Group Principal Analyst, he acts as in-house subject matter expert for HDI and ICMI, bringing his years of experience to the community. He holds a master’s certificate in advanced management strategy from Tulane University’s Freeman School of Business, and he is a certified HDI Support Center Manager. Follow him on Twitter @RoyAtkinson.
Simon Dorst and Michelle Major-Goldsmith - Kinetic ITRecorded: Feb 6 202047 mins
Our industry is experiencing massive change in the shape of the 4th Industrial Revolution. With it come the challenges of new business and engagement models, the exploitation of technology for competitive gain and the ongoing pressure of speed to market. The question is, are service management practices sufficient to support digital enabled businesses?
In this session,Simon and Michelle will explore the role of some of the latest best and enabling practices particularly ITIL 4, DevOps, Agile, SIAM and VeriSM. They will consider the future of service management, and the promises made by the emerging practices within our industry and consider their ability to support this digitised and frenetic environment.
Taylor Lowe (Product Manager, Kustomer) & Gary McGrath (Success Operations Manager, Paddle)Recorded: Feb 5 202028 mins
It’s predicted that the use of AI in customer service will increase by 143% by late 2020. This means that AI is something that can’t be ignored, both on the business and consumer side.
Taylor Lowe from Kustomer and Gary McGrath from Paddle dive into how AI and automation are changing customer service and what the future of customer service looks like. After watching this webinar, you will learn:
- The rise and fear of artificial intelligence in the customer service space.
- How AI and automation are currently being used for customer service.
- How AI can support building relationships with your customers.
- How AI is shaping the future of not only customer service but the role of the customer service agent of the future.
Melody Scheidler, Senior Solutions Engineer, SolarWinds ITSMRecorded: Feb 5 202034 mins
Employees have pop-up technology needs, and they depend on IT for help. The way IT responds is the way they practice incident management—a primary responsibility for any IT department. Given the amount of time most teams spend on incidents, it’s a valuable ITIL practice to master.
Join Melody Scheidler, ITIL® 4 certified Senior Solutions Engineer at SolarWinds ITSM, to learn tangible ways to manage and resolve incidents more efficiently, including:
- Configuring incident categories and subcategories to drive automation
- Differentiating between incidents and service requests
- Creating service level agreements (SLAs) to drive accountability
- Leveraging an AI-powered knowledge base to promote self-service
Muddu Sudhakar, CEO & Investor, AiseraRecorded: Feb 5 202037 mins
Have you ever thought about an AI-driven service desk solution that can provide conversational workflow automation to deliver self-service and exceptional experience through an IT Cloud? Wait no more.
In this webinar, Muddu Sudhakar will showcase how cloud-native Conversational RPA is driving end-to-end automation for ITSM and operations within the enterprise to improve the service experience for all users while cutting costs up to 90%. Sudhakar tells all, as he shares the anatomy of conversational intelligence and Experience as a Service (XaaS). He’ll share how these transformational AI solutions are changing the way enterprises deliver improved collaborative employee and customer experiences while achieving business growth.
Mark Smalley, the IT ParadigmologistRecorded: Feb 5 202041 mins
How does ITIL 4 contribute to the digital enterprise?
What is a digital enterprise, for that matter, and which digital capabilities are required?
How does the digital operating model contribute to transforming the enterprise?
What’s the importance of planned and emergent continual improvement in keeping up with dynamic digital demand?
How is the role of management changing?
Which resources and practices do ITSM practitioners have at their disposal to co-create value from digital investments?
Sanjeev NC, Product Evangelist, Freshworks IncRecorded: Feb 4 202038 mins
It is no secret that organizations struggle with self-service adoption. Most ITSM software implementations revolve around workflows and processes and self-service is usually limited to a well designed (rarely) portal. There is minimal guidance on how to approach self-service implementation.
In this talk, Sanjeev will talk about a framework he built that will help ITSM practitioners succeed with their self-service implementation. This talk will only focus on the practical steps involved in implementing self-service across four phases (Research, Design, Launch & Iterate)
3 key take-aways:
1) How to improve self-service adoption for your organisation
2) Practical tips on implementing self-service
3) Actionable tips to improve your employee experience
Stephen Mann, ITSM.tools | Matt Klassen, Cherwell | Muddu Sudhakar, AiseraRecorded: Feb 4 202049 mins
Where does ITSM fit in the Digital Transformation landscape? And does it need to evolve to ensure businesses can deliver what their customers expect in 2020?
Join this panel of ITSM experts as they debate and discuss:
- How ITSM can help meet and implement the back-office improvement needs of digital transformation
- How ITSM can fuel Digital Transformation by educating enterprises on the ‘people’ aspect of strategies
- What tools are paramount to delivering best-in-class, future-proof DX strategies
- How to ensure your service management strategy keeps pace as technologies advance
Stephen Mann, Principal Analyst and Content Director, ITSM.tools
Matt Klassen, Vice President, Product Marketing, Cherwell
Muddu Sudhakar, CEO, Aisera
Pierre Andre AeschlimannFeb 25 202010:00 amUTC46 mins
This webinar will look at how to leverage the latest in ITSM and make sure that you and your organisation are prepared for what’s coming. We’ll be discussing:
•The current challenges and trends that are already shaping the future of ITSM.
•The latest ITSM capabilities that will help you be more efficient, achieve higher user satisfaction, faster time to market and a lower total cost of ownership.
•Tomorrow’s ITSM, what does it look like and what are the benefits for your organisation, including the future of self-service, next generation knowledge management, codeless automation and seamless operations.
Ellen Daley, John Huckle, Meghan Lockwood, Sarah CarleyFeb 25 20206:00 pmUTC60 mins
Acorio’s ServiceNow Insight and Vision Report, a full-scale analysis of ServiceNow with data directly from its users, is back for the second year in a row. This webinar will dive into all the themes we see from our annual survey including: top trends, views from the top (executive data), enterprise companies, and a new focus on industry solutions.
Jillian Zatta (VP of Customer Success, Reply.ai), Taylor Lowe (Product Manager, Kustomer)Feb 25 20206:00 pmUTC45 mins
The modern day customer has changed drastically over the past decade. They demand seamless and instantaneous communication across any channel, at any time. In fact, according to a recent Kustomer survey, 77% of customers expect their problem to be solved immediately upon contacting customer service.
Just as it has become easier for customers to get in touch with companies across an array of channels, it is also becoming more difficult for companies to understand and speak directly to the specific needs of their customers, at scale. Join Jillian Zatta, Head Of Business Development & Customer Success at Reply.ai and Taylor Lowe, Product Manager at Kustomer Product team along with Chad Horenfeldt, Director of Customer Success as we explore how artificial intelligence (AI) can help companies meet customer demands and deliver superior service, without overwhelming agents. After viewing this webinar you will:
- Learn how AI can be used to scale customer service
- Identify the right channel-specific strategies for automation
- Understand the requirements for a successful AI-powered use case
- Learn about the metrics most affected by automation
- Gain clarity on how to develop AI program that supports your agents and delights your customers
Senior IT leaders like you are increasingly challenged to develop digital strategies for your organization. This can be one of the most significant challenges you face, as there are no comprehensive frameworks to compare against your peers or to assess your ability to drive positive change.
An organization’s digital maturity must be assessed across all key dimensions:
•Strategy: Is the organization aligned around a vision?
•Culture: Is the organization fostering the mindsets and behaviors critical to capturing digital opportunities?
•Customer Journeys: Is the organization able to provide the desired customer experience over end-to-end journeys?
•Capabilities: Does the organization have the systems, tools, digital skills, and technology to achieve its digital goals?
This presentation will provide a blueprint that helps organizations take stock of their digital maturity and compare it with their peers in the industry. By leveraging the capabilities-based framework described in the blueprint, organizations can identify initiatives to achieve the desired digital maturity.
Liz Beavers, Senior Solutions Engineer, and Sarah Nielsen, Implementation Manager, SolarWinds ITSMFeb 26 20204:00 pmUTC30 mins
For ITSM professionals, it’s easy to get stuck in the day-to-day. There are incidents to resolve, fires to put out, and technology issues that might grind productivity to a halt. Sometimes it’s important to step back to look at the foundation in place to make service delivery easier and more effective overall.
Join Liz Beavers, ITIL® 4 certified solutions engineer, and Sarah Nielsen, implementation manager for SolarWinds ITSM, as they discuss key factors in evaluating your service management strategy. This interactive presentation will cover:
- How to set goals for service delivery
- Implementation and configuration necessities
- Putting user data, asset data, and ticket data to work in your service desk
- Automating service delivery where it makes sense
Experts from BT - Dr Nicola Millard, Kate Denison, and Andrew SmallFeb 26 20204:00 pmUTC30 mins
"The phone is dead”. “Millennials never use the phone”. “The future is automation”. Is this fact or fiction?
As new contact channels emerge and the capabilities of AI continue to grow, businesses need to decide where to take their contact centre. But which channels and technologies are worth investing in? How do customers really want to communicate with you?
We have been tracking consumer contact preferences for ten years now, and our experts are ready to share their insight. Watch the webinar to find out what the trends mean for your business as we explore five key questions:
- Is it the end of the road for person-to-person voice calls?
- Is messaging mania here to stay?
- Do video and social media for contact have a future?
- How can businesses build trust and security around identification, verification and payments?
- What AI-powered technologies are customers ready to accept?
Dr Nicola Millard, Head of customer insight and futures, BT
Kate Denison, Head of portfolio marketing and partners, BT
Andrew Small, Digital Solutions Director, BT
Simona Lewis, Advisory Solutions Architect, ServiceNow and Andrew Herbert, ITOM Practice, ServiceNowFeb 27 20202:30 amUTC25 mins
ITOM Series - Part 2
It’s no secret that a successful ServiceNow implementation takes a great deal of planning and effort from all parties involved. Communication, knowledge transfer, and reliability are some of the key things needed to achieve a successful outcome.
For the second part of this series, Andrew Herbert, Manager, ITOM Practice joins us where he will be sharing with you the key things to know before starting an implementation, as well as best practices to ensure a successful deployment. Such as:
- Key steps to take before embarking on your ServiceNow implementation
- What to expect during your implementation journey
- Lessons learned from his experiences implementing ServiceNow
Jon Rossman & Mark FloisandFeb 27 20206:00 pmUTC55 mins
Your customers don’t have time to browse all over your site. They want to search for – and find – what they need quickly and easily through personalized experiences. And with site search users being up to 5 times more likely to convert, the stakes for relevant results and recommendations are higher than ever before.
In this webinar, you will learn how Motorola Solutions is adapting its digital strategy to the changing expectations of their customers. Jon Rossman, Solutions Digital Experience Manager at Motorola will share his experience and lessons learned from creating a more relevant, unified and personalized website experience. You’ll hear practical tips to increase website traffic and conversion, and strengthen the relationships with your brand. Additionally, you will learn:
· Motorola’s strategy and roadmap to create relevant experiences at scale
· Simple site design and functionality changes that can have a big impact on search
· How artificial intelligence can help you deliver the most relevant search results
· How to leverage analytics from the search experience to evolve your web strategy
Sean McCormick, Sr. TEI Consultant, Forrester Consulting, and Doug Page, Sr. Advisory Solution Consultant ITBM, ServiceNowFeb 27 20206:00 pmUTC57 mins
ServiceNow commissioned Forrester to conduct a Total Economic Impact™ (TEI) study, examining the potential Return on Investment (ROI) enterprises might realize by implementing ServiceNow ITBM Project & Portfolio Management (PPM).
Join guest speaker Sean McCormick, Senior TEI Consultant from Forrester Consulting, and Doug Page, Senior Advisory Solution Consultant, as they provide a framework to evaluate the financial impact of ServiceNow ITBM covering benefits, costs, risk, and flexibility. See how the Forrester TEI of ServiceNow IT Business Management uncovered an ROI of 397%, an NPV of $13.3M, and a payback period of less than 6 months.
In this webinar, you’ll learn:
- The importance of building a business case
- How ServiceNow ITBM benefits organizations through capital and resource optimization, faster time-to-market, and improved productivity
- The use cases ServiceNow customers experienced with Project and Portfolio Management
- How to use this information to build a business case for your ServiceNow PPM solution
Silicon Valley ITSMF is hosting a global Women if IT Webinar Series This kickoff is an online global webinar. A series of profiles, tips and topics around elevating the Women in IT Service Management. Kickoff is at the end of February, and will continue with a series of women in IT leadership programming and activities. Focus awareness and illustrating why women in leadership is simple, user experience is incomplete without a complete representation of men and women’s use of technology. The diversity of experience , use and mindset fuels innovation. Women are leading, they are just not making it to the sufficient board room levels. We can do so much leveraging the successes that exist and producing more. Kick off with profiles in excellence, tips and career resources For advancing Women in IT Leadership
Paul Bowden & Katie EnglishFeb 27 20208:00 pmUTC38 mins
Microsoft Office is the global standard for productivity and collaboration, empowering countless organizations and end users. It’s no wonder IT admins prioritize supporting it across device types. Luckily, with continuous innovation and powerful new features, it’s never been easier to deploy, manage and maintain Office across all your Apple devices, ensuring seamless workflows no matter where you are.
In our webinar, Ultimate Guide for Deploying Microsoft Office for Mac, Paul Bowden of Microsoft and Katie English of Jamf cover everything you need to know about successfully deploying and managing Microsoft Office for Mac.
We will cover:
- Deployment best practices for Microsoft Office for Mac
- Recommended workflows to configure settings
- Keeping software up-to-date with patch management
Phil Nanus (TSIA), Lipika Brahma (Coveo), Adam Mullen (Athenahealth)Mar 3 20206:00 pmUTC47 mins
It’s clear the role of the support agent is changing. From simple fixer to counsellor and coach, support agents’ day-to-day jobs are becoming more strategic as more content is driven to self-service channels. But how can AI influence this new way to work?
In this success story session, we’ll dive deep into how Athenahealth welcomed AI with open arms to enable their agents to do more on their own, and how they became more collaborative, more invested and created more content along the way.
We’ll study the effects of knowledge management and gamification in the context of AI-driven support and how agents find more purposeful work along the way.
Noel Roberts, CTO / VP of Marketing, AriaMar 3 20207:00 pmUTC60 mins
Across the board, agent behavior and tasks are becoming more complex. New tools and methods haven't been leveraged. The results are that agent engagement has been dropping, churn has been rising, and customer experience has been suffering.
During this webinar we'll explore new and emerging methods of automation, agent assistance, and how you can shift your organization to include agent experience, reduce attrition, and improve customer experience.
Don Baker, Sr. Competitive Intelligence Manager, ServiceNow, and Gerard Berhet, Principal Product Manager, ServiceNowMar 3 20207:00 pmUTC52 mins
AIOps is the next generation of IT operations analytics and is an important part of a broader IT Ops solution. Its value lies in coupling a deep data understanding with modern machine learning and advanced analytics to provide actionable intelligence to your IT Operations. In this webinar, we will explain how a healthy CMDB, service mapping, discovery and event management are fundamental to a successful AIOps approach and how they enable IT to operate more efficiently on a single system of record. We will also provide a use case to show where AIOps can be extended across ITSM + ITOM + CSM to benefit the enterprise.
- The right way to build the data foundation with CMDB
- Ways to reduce event noise with machine learning to get to actionable alerts
- Unlock additional IT benefits extending AIOps data to IT service management, customer service management, and across the enterprise
Sam Weiss, Jeremy Egger, Mark BuffingtonMar 3 20208:00 pmUTC29 mins
As soon as you successfully rollout your Apple devices, the clock begins to tick towards retiring old hardware and refreshing with new. To get the most value out of old hardware — and put it towards the new — IT administrators need a plan in place to manage aging hardware and cycle out old equipment.
In our webinar, Simplifying the Device Retirement and Refresh Process, members of Jamf and Diamond Assets will provide Apple trade-in expertise and help you learn:
- The importance of leveraging modern Apple hardware
- Best practices for Apple device retirement
- Jamf Pro workflows to simplify the refresh process
- How Diamond Asset’s Clarity integration offers details on the most cost-effective time to refresh hardware and more
Mark Floisand, Chief Marketing Officer, CoveoMar 10 20205:00 pmUTC35 mins
Self-service has proven its worth in driving case deflection, lowering overall support costs and personalizing the customer experience. But did you know that strong self-service programs are strongly correlated to business and support revenue growth, employee retention and overall agent morale?
To truly reap all of the potential benefits of your self-service strategy, companies must go beyond short-term benchmarking and project-by-project “baby steps.” True transformation starts with a solid foundation that can grow across organizational silos and departmental barriers to deliver relevance across your self-service sites.
Register to listen to this prescriptive session which will outline vital steps that you can undertake to transform your self-service strategy and understand the true value it is having on your business, underscored by examples from pacesetters and new research showing an opportunity for a dramatic re-think of the metrics that self-service can really impact.
Steve Odell, TEI Senior Consultant, Forrester Consulting, and Charlie Betz, Principal Analyst, Forrester ConsultingMar 11 20204:00 pmUTC42 mins
Of course, we want to be sure our projects are aligned to business priorities, and at a high level they are. But what happens as we double-click into the details? How quickly can we adapt to new opportunities? That’s where a single cloud platform and modern AI-powered user experiences can help.
Steve Odell, Total Economic Impact Senior Consultant, and Charlie Betz, Principal Analyst, from Forrester Consulting will share the results of their Total Economic Impact (TEI) framework used to study the financial and business impacts of ServiceNow IT applications. You’ll hear how ServiceNow IT applications have helped organizations:
- Achieve 20% increase in IT fulfiller efficiency
- Reduce high priority incidents by 25%
- Realize higher employee productivity and see a 15-point rise of CSAT scores
- Increase project performance and automation of 20% of services
- Avoid $4.2M legacy solution costs (over three years) and get 229% ROI in a seven month payback
Join Senior Product Marketing Manager at Coveo, Juanita Olguin and CMSWire for this 60 minute webinar where we walk through practical, real life examples of how leading companies are successfully leveraging AI and machine learning to transform their customer support operations.
In this webinar you'll learn:
Understand AI in the context of your overall business with an emphasis on customer support
Assess your organization’s readiness for AI based on the maturity of your support organization
Prioritizing machine learning within your business and support strategy
Evaluating the potential for AI to deliver a strong ROI to the business
Matt Klassen; Aaron AlexanderMar 18 20203:00 pmUTC45 mins
The cloud is transforming how organizations drive innovation, but many IT orgs are struggling with balance between giving teams full control and centralized governance of provisioning and computing costs. Both have issues and impacts, but what if automation could hold the key to both better experience for teams and better visibility and control.
Join us for this webinar where Matt Klassen and Aaron Alexander will discuss how Cherwell can help you automate cloud services such as provisioning while giving management visibility and control of the cloud environment and costs.
- 15 minute introduction to key cloud challenges and a proven approach to solve these challenges
- 15 minute demonstration of a cloud services automation solution from Cherwell
How does CyberProof help organizations respond to cyber threats more effectively? And how does CyberProof help cyber analysts in the day-to-day work of security operations? In this interview, cyber security analyst Hen Porcilan gives us unique insight into what it’s really like to work with CyberProof’s platform and reduce cyber security risk.
• The role of automated alerts and enrichment in streamlining cyber security processes
• Integrating multiple tools efficiently
• How to reduce human error in the security operations center
• Running an SOC with a relatively small team of human analysts, whose work is augmented by artificial intelligence tools
• Leveraging virtual analysts to reduce mean time to detect and respond
Nelson Giron (Clarabridge); Roy Atkinson (Moderator)Mar 18 20206:00 pmUTC60 mins
Quality Management and Quality Assurance (QM and QA) are important elements of any contact center. The tasks involved can be time consuming and difficult. Traditional methods have focused on the phone conversation as the primary—or even sole—source of input. Scorecards have been built focused on limited data and are producing only partial views of the quality of interactions.
Modern contact centers are using omnichannel solutions to respond to customer needs, and so multiple sources of Quality Management data are available but might be overlooked or considered unusable because of the dated tools and methods contact centers are using.
How can Quality Management take advantage of these varied sources of data to produce better results for the contact center and for customers?
This webinar will cover:
• How omnichannel communication changes the scope of QM data
• How advanced analytics are no longer optional, but are a necessity
• Why and how doing better QM benefits both contact centers and customers
• How advanced technologies such as Natural Language Processing (NLP) and sentiment analysis can assist
Andy Jordan, President, Roffensian Consulting S.A.Mar 19 20205:00 pmUTC56 mins
Business cycles keep accelerating, while change and disruption are now par for the course. The challenge for IT is how to plan effectively in this more unpredictable environment where annual planning processes just can’t keep pace.
Join Andy Jordan, President, Roffensian Consulting S.A. for a look at the way innovative IT organizations use adaptive planning to help them stay agile and aligned with business needs. We’ll discuss how ongoing, adaptive IT planning is now critical to the success of an organization — and how ServiceNow solutions offer more effective and efficient planning tools for this new era.
- Understand the impact, threats, and opportunities from more frequent IT planning cycles
- Gain insight into the evolution of adaptive planning and how it will fundamentally change the way IT delivers projects and manages work
- Get practical guidance on how to apply adaptive planning principles to your own work environment for improved project outcomes
There are times when service automation goes all wrong. Instead of enhancing the customer experience, it hinders it. But AI and machine learning have the power to create experiences that keep customers coming back. Join us to break through the myths and learn how to empower customers and agents in the delivery of intelligent support.
In this webinar, you’ll learn:
- The relationship between AI, machine learning and service
- Real-world applications that meet your customers where they are
- How to focus your investments to reap the biggest ROI
Eric Ferrington, Principal Product Manager ITAM and Bryan Blackburn, Product Marketing Manager SAM at ServiceNowMar 24 20206:00 pmUTC43 mins
You can’t separate the success of your business from the technology that runs your business - which is why asset management should be a high priority for every IT decision maker. With all that you invest in advanced hardware, you need to ensure that you’re getting the best possible return and that the job of managing assets isn't a distraction from your other priorities.
In this webinar, you will get an overview of ServiceNow Hardware Asset Management and a preview of some of the latest features for simplifying management processes throughout asset lifecycles-from request to retirement.
- Learn more about the importance of tracking both assets and configuration items - and knowing the difference between the two.
- See how consistent processes for IT hardware and software requests can increase the accuracy and visibility of asset data.
- Discover how mobile apps are transforming asset management processes and policies.