Hi [[ session.user.profile.firstName ]]

Help Desk and Support

  • How to Build a CX Dashboard that Drives Better Results
    How to Build a CX Dashboard that Drives Better Results
    Lauren Volpe (Fareportal); Shorit Ghosh (Clarabridge); Erica Marois (ICMI Moderator) Recorded: Mar 20 2019 61 mins
    According to 2018 ICMI Research, customer experience strategy is a top priority for contact center leaders this year. The challenge? Determining which KPIs to use to track success, and interpreting all the data already available to drive meaningful results.

    Join us on March 20 as we walk you through the ins and outs and CX metrics, and help you discover new ways to understand even the most complex customer feedback. We’ll also show you how the contact center can deliver actionable insights that will fuel success across the rest of the business.

    During this webinar, you will learn:
    - How to determine the right mix of CX metrics for your team
    - How to design dashboards that measure what matters most to customers and inspire agents to deliver
    - How to better leverage contact center data to drive operational excellence

    Join us for an interactive and informative hour, filled with practical tips, and complete with live audience Q&A.
  • Verizon Threat Research Advisory Center Monthly Intelligence Briefing
    Verizon Threat Research Advisory Center Monthly Intelligence Briefing
    John Grim, David Kennedy Recorded: Mar 20 2019 85 mins
    Join us—the Verizon Threat Research Advisory Center – for our Monthly Intelligence Briefing (MIB) to discuss the Verizon Insider Threat Report and the current cybersecurity threat landscape.

    We'll cover:
    •The time it takes to discover a breach after the first action
    •5 insider threat types identified by our caseload
    •Top 3 insider threat motivations
    •Top industries suffering sensitive data breaches

    Our Verizon Threat Research Advisory Center presenters will be:
    •John Grim, Senior Manager, Investigative Response - America
    •Domingo Jesus Alvarez-Fernandez, Senior Dark Web Hunter, Threat Intelligence
    •David Kennedy, Managing Principal, Open Source Intelligence

    This webinar will also cover:

    •Current Intelligence Overview
    •Attacks and Threat Indicators
    •Latest Malware Trends
    •Significant Vulnerabilities

    If you have any questions related to social attacks and data breaches that you'd like us to cover on the call, please send them to the following email address: Intel.Briefing@verizon.com

    Then tune in for an information-packed session brought to you by our very own Verizon Threat Research Advisory Center investigators, analysts, assessors, and researchers!
  • Keeping Remote Support Simple: The Key to Productivity and Engagement
    Keeping Remote Support Simple: The Key to Productivity and Engagement
    Roy Atkinson (HDI), Kyle Turner (LogMeIn) Recorded: Mar 19 2019 52 mins
    We all know that remote support is a critical piece of the support ecosystem. Keeping tools simple and easy to use, both individually and as a whole suite, is a key component to staff and customer engagement and satisfaction.

    Whether we're talking about internal employee support or external customer support, making support as fast and easy as possible is essential. But support staff often have to have multiple screens open for multiple tools, and moving from one to the next can be frustrating and can contribute to human error. Integrated tools help to streamline the work and the workflow, save time for staff and customers, decrease effort, reduce human error, and save money.

    What You Will Learn:
    - Why remote control is one of the top three “must-have” technologies for successful support
    - How “tool sprawl” gets in the way of effective, efficient support
    - How simplicity helps across the board, with employee satisfaction and customer satisfaction

    Who Should Attend:
    - Service desk/support center directors, managers, supervisors, and team leads
    - Support organization leaders
  • ServiceNow Madrid: Mobile Studio, Agent Workspace, HR & CSM Updates
    ServiceNow Madrid: Mobile Studio, Agent Workspace, HR & CSM Updates
    Adam Mason, Carleen Carter, Ken Michelson, Meghan Lockwood Recorded: Mar 19 2019 62 mins
    Acorio Executives will chat all about ServiceNow Madrid. Join the webinar to learn about:

    - The Top Platform Enhancements: Mobile Studio, Agent Workspace, Service Portal, Flow Designer, Automated Testing Framework, Custom App Licensing
    - Improvements & Updates in HR, CSM, Problem Management, and Software Asset Management License Workbench
    - Upgrading the right way
  • ITIL 4 is Here! How to Apply Service Value Chain Guidance for Maximum Impact
    ITIL 4 is Here! How to Apply Service Value Chain Guidance for Maximum Impact
    Stephen Mann, ITSM Analyst and Matt Klassen, VP of Product Marketing, Cherwell Software Recorded: Mar 19 2019 59 mins
    The newly-released ITIL update, ITIL 4, does away with the ITIL v3 service lifecycle that was based around the five elements of service strategy, design, transition, and operation, plus continual service improvement (CSI). The ITIL 4 service value chain offers a new approach to managing services within IT that transcends traditional silos and drives significant benefits to the business.

    In this ITIL-4-focused webinar, Stephen Mann of ITSM.tools and Matt Klassen of Cherwell will discuss the most significant changes to ITIL v3, including:

    •An overview of the ITIL 4 service value chain, what it includes, and how it differs from v3
    •Guidance for applying the ITIL value chain to IT, and the benefits of doing so
    •How the ITIL value chain can be applied to other areas of the business to support enterprise
    service management or digital transformation strategies
  • Metrics for Continuous Service Improvement
    Metrics for Continuous Service Improvement
    Lori Tvrdik and Ted Gaughan Recorded: Mar 14 2019 44 mins
    Metrics for Continuous Service Improvement
  • ITSM & Cloud Management: Meeting the Need for Speed, Visibility, and Governance
    ITSM & Cloud Management: Meeting the Need for Speed, Visibility, and Governance
    Matt Klassen, VP of Product Marketing, Cherwell and Michael Euperio, Director of Cloud Alliance Technology, Cherwell Recorded: Mar 14 2019 46 mins
    Cloud computing continues to grow at an astounding pace, and as a result, IT teams find themselves getting bogged down with manual cloud administration. Furthermore, many organizations struggle with governance of their hybrid multi-cloud environments, leading to potential downtime, longer time to resolution, and spiraling cloud computing costs.

    In this webinar, Matt Klassen, VP of Product Marketing and Michael Euperio, Director of Cloud Technology Alliances at Cherwell, will explore how leading IT teams are using ITSM systems and practices to:

    · Automate provisioning and governance of the multi-cloud environment to improve cloud user experience

    · Create more controlled and productive IT environments

    · Accelerate cloud migration, minimize cloud computing waste, and create more reliable
    computing environment.
  • Cyber Security: Keeping Ahead of the Game with Micro Focus
    Cyber Security: Keeping Ahead of the Game with Micro Focus
    Darren Blumenthal, Stan Wisseman Recorded: Mar 14 2019 60 mins
    Join us to hear about the hot new technology trends and topics in the world of cyber security and how Micro Focus tools can help you stay ahead of the game with your cyber hygiene.

    This webinar is the first of its kind, as we are combining the Vivit Automation & Cloud Builders Special Interest Group and the Vivit Security Special Interest Group. This gives us an opportunity:

    •To align our thoughts and common practices
    •To learn from each other
    •To ensure we are all being cyber resilient
  • A Discussion with Greg Alcorn, President of GCS
    A Discussion with Greg Alcorn, President of GCS
    Greg Alcorn Recorded: Mar 13 2019 14 mins
    View our discussion with Greg Alcorn, President of GCS, about his new book focused on applying “soft skills”. It’s loaded with mostly personal examples, helpful hints, and common-sense principles. The subjects and principles apply to ALL types of relationships – friends, family, and business.
  • Building Your CX of the Future -- Interview with Chris Bauserman, NICE inContact
    Building Your CX of the Future -- Interview with Chris Bauserman, NICE inContact
    Chris Bauserman, VP Segment and Product Marketing, NICE inContact Recorded: Mar 13 2019 7 mins
    How can you progress CX and what are the first steps you should take to do so? Watch this brief interview between CCNG and NICE inContact where we share some highlights for our upcoming webinar on May 16, 2019.

    Join us for this interactive discussion where we will break into bite size pieces what steps you should be taking to build your CX of the future.

    Key Takeaways include:
    - What do your customers think?
    - Maturity Model - Where do you stack up?
    - What is the framework for your personalized road map to building your CX of the future?

    To register for this webinar, click the "Attachments" tab, and then click the webinar registration link. We'll see you there!
  • Enabling Your Agents in the Age of the Customer
    Enabling Your Agents in the Age of the Customer
    Noel Roberts, CTO and VP of Marketing, Aria Solutions Recorded: Mar 12 2019 60 mins
    The world of customer experience is continuously evolving. It is common knowledge that you must offer your customers one-on-one interactions that stand out among the rest, but do your agents have what they need to be successful?

    Join us as Noel Roberts, CTO for Aria Solutions, along with CCNG, discuss how to enable your agents to be successful by:

    -Matching the customer to the right agent
    -Centralizing data and reducing the ovewrwhelming number of screens
    -Automating mundane, repeatable tasks
  • Robotic Process Automation - Based on Micro Focus OO & UFT
    Robotic Process Automation - Based on Micro Focus OO & UFT
    Michael Bettan, Guillaume Dubuc, Michael O’Rourke Recorded: Mar 12 2019 60 mins
    Robotic Process Automation (RPA) technology creates digital factories to automate and integrate any repetitive administrative tasks. RPA reduces labor-intensive processes by imitating human effort to complete tasks, thereby boosting the capabilities of companies that perform high-volume transactional processes. Operating non-invasively on the surface (UI layer) without compromising the underlying IT infrastructure, RPA bridges the technology gap between fragmented, semi-structured legacy systems. The RPA solution is based on industry leading products Operations Orchestration (OO) and Unified Functional Testing (UFT). During this session, you will learn more about this RPA solution with a live demonstration.

    At this session we will cover the What and Why of RPA, as well as, hear how some customers are already benefiting:

    •Save time and money and learn how growth in adoption of RPA technology by organizations is allowing for greater speed and scalability while at the same time reducing risk
    •Overcome manual limitations and gain efficiencies; RPA helps IT eliminate human errors introduced by workarounds and manual data entry, all while completing tasks in record time
  • See Fewer Tickets, Solve Them Faster, Without Rules
    See Fewer Tickets, Solve Them Faster, Without Rules
    Matt Klassen, VP Product Marketing, Cherwell Software & Dominic Wellington, Director of Strategic Architecture, Moogsoft Recorded: Mar 8 2019 44 mins
    Watch this webinar to learn how ITSM can be extended beyond simple ticketing to cover new collaborative ways of working with AIOps.

    Integration of human expertise and AI-powered automation is the new reality in the network management center. Changes to processes and models are required to support the complexity and accelerating rate of change of modern IT infrastructures. As ongoing digital transformation drives increasing expectations of IT performance, a new multi-vendor IT Operations toolchain is emerging.
  • New Security Policies with macOS: What PPPC Means for You
    New Security Policies with macOS: What PPPC Means for You
    Michael Paul, Program Manager – Jamf Recorded: Mar 6 2019 45 mins
    With macOS 10.14, Apple introduced new user data protections and ways to manage them. Say hello to the concept of Transparency, Consent and Control (TCC) with Privacy Preference Policy Control (PPPC) configuration profile payload. Quite the mouthful, but an incredible new feature for better securing Mac and protecting users.

    In our webinar, New Security Policies with macOS: What PPPC Means for You, we explain why these new security policies matter and how you can put them in place at your organization. 

    We'll cover:

    •An overview of user data protection
    •How to identify impacted apps and devices
    •How to properly manage new security settings
    •How to use the PPPC configuration payload
  • New Security Policies with macOS: What PPPC Means for You
    New Security Policies with macOS: What PPPC Means for You
    Michael Paul, Program Manager – Jamf Recorded: Mar 6 2019 44 mins
    With macOS 10.14, Apple introduced new user data protections and ways to manage them. Say hello to the concept of Transparency, Consent and Control (TCC) with Privacy Preference Policy Control (PPPC) configuration profile payload. Quite the mouthful, but an incredible new feature for better securing Mac and protecting users.

    In our webinar, New Security Policies with macOS: What PPPC Means for You, we explain why these new security policies matter and how you can put them in place at your organization. 

    We'll cover:

    •An overview of user data protection
    •How to identify impacted apps and devices
    •How to properly manage new security settings
    •How to use the PPPC configuration payload
  • Retire Multiple Service Management Tools with the Rapid Deployment of SMAX
    Retire Multiple Service Management Tools with the Rapid Deployment of SMAX
    Martin Moralo Recorded: Mar 5 2019 49 mins
    This webinar is brought to you by the Vivit Service Management Special Interest Group (SIG).

    Join us to hear about a company's journey to retire multiple Service Management tools with the rapid deployment of Micro Focus SMAX, and how they drove its adoption. Duplicate software capabilities are expensive to maintain and deny organizations a single source of truth. In this webinar, you will learn:

    • About the SMAX transformation journey that became a swift success that saved millions of dollars
    • About a successful deployment of SMAX across multiple countries
  • What’s New in ITIL 4? Key Changes, Implications, and Practical Guidance
    What’s New in ITIL 4? Key Changes, Implications, and Practical Guidance
    George Spalding, EVP, Pink Elephant Recorded: Feb 28 2019 55 mins
    ITIL 4, the latest version of the most widely adopted ITSM framework, has been released! This version integrates DevOps, Agile, and Lean IT principles for a holistic end-to-end systems approach.

    Pink Elephant, well-known for ITIL training and certification, has played an integral role in ITIL and IT service management over the past 30 years. The ITIL experts from Pink Elephant have been at the forefront of ITIL’s evolution since its inception, and are now playing a significant role in the development of the latest version, ITIL 4.

    Join George Spalding, EVP, Pink Elephant, 20-year ITIL veteran, who has been working with ITIL 4 since early last fall and who co-authored the ITIL V3 Continual Service Improvement volume, for an inside look at this most recent ITIL release.
  • What Service and Support Managers Should Know About AI
    What Service and Support Managers Should Know About AI
    Stephen Mann, ITSM.tools; Roy Atkinson, HDI; Dr. Akhil Sahai, Symphony SummitAI Recorded: Feb 27 2019 61 mins
    Articles, headlines, blogs, and presentations about AI are everywhere, most being either apocalyptic (we’ll all lose our jobs) or utopian (we won’t have to work) about how AI will affect the near future. In this webinar, industry analysts Stephen Mann and Roy Atkinson and AI expert Dr. Akhil Sahai will speak directly to service and support managers about how AI is being integrated into service management software, and how that integration has a direct bearing on how service management and support can and will be done in the near future.

    The webinar will feature a panel discussion followed by time for attendee Q&A.

    What You Will Learn:

    In this webinar, we will discuss:
    - What AI is and is not
    - How AI is being built into service management tools
    - How next-generation tools will affect the day-to-day operations of service and support

    Who Should Attend:
    - Service desk/support center directors, managers, supervisors, and team leads
    - ITSM professionals responsible for workflows and processes
    - Support organization leaders
  • Inside HR Trends in 2019: Transform Your HR Service Delivery with ServiceNow
    Inside HR Trends in 2019: Transform Your HR Service Delivery with ServiceNow
    John Huckle, Josh Scott, Stacey Prezel, Bradford Shelley, Meghan Lockwood Recorded: Feb 26 2019 62 mins
    Learn what trends HR leaders are talking about in 2019 with results from Business Forward's Annual HR Leadership Survey - then be a pioneer of those strategic initiative trends.

    Business Forward and Acorio executives will walk you through going beyond the "imagination" and show you how to make real changes with the power of ServiceNow's HR Service Delivery platform.
  • Driving Quality Assurance:  Clients buy outcomes and results!
    Driving Quality Assurance: Clients buy outcomes and results!
    Roger Lee, Director Customer Success, Gridspace Recorded: Feb 21 2019 62 mins
    Ring in 2019 … Join us for a discussion on how machine learning analytics drives quality assurance.

    Here are a few interesting statistics from a study by Siegel and Gale entitled “Simplified CX is Worth $86B. Are You Getting Your Share?”

    *64% of consumers will pay more for simpler experiences
    *61% of consumers are more likely to recommend a brand because it’s simpler to use

    Imagine having machine learning to process and interpret large volumes of data, especially all of your calls -- which drive action through decisions and predictions … on a scale and speed of data consumption that we as humans can’t match. Machine learning is dynamic. It learns and becomes “smarter” the more data it processes.

    Forget the debate on statistically significant sample size, and begin to analyze the total population of calls with machine learning. This will better drive targeted action for coaching, developing staff, and identifying broken processes. Machine learning helps us understand “what was said” as well as considering “tone” and “sentiment” (or emotions), all while helping with compliance, security, regulations, etc., and allowing you to focus on the customer experience.

    During this webcast, Roger Lee, Director Customer Success for Gridspace, will share his thoughts on how we as contact center leaders, process improvement experts, and quality monitoring gurus can use machine learning speech analytics to improve both the customer and employee experience.

    He will provide action-oriented tips to streamline your quality monitoring program:

    1. Why now?
    2. Why automate and how?
    3. How to utilize the analyses from analytics-driven QA for both contact center and enterprise.
  • Where Are You on the Path to Omnichannel? Learn How to Move Forward
    Where Are You on the Path to Omnichannel? Learn How to Move Forward
    Scott Sachs (ICMI Business Associate); Abby Monaco (NICE Nexidia); Erica Marois (Moderator) Recorded: Feb 20 2019 58 mins
    The word omnichannel has dominated both contact center and marketing conversations for many years now. But according to ICMI research, less than one-third of contact centers in this community consider themselves truly omnichannel. Making the most of existing contact channels, customer data, and analytics can feel daunting. Taking it all to the next level? Even more so.

    If you know your contact center needs to evolve, but you're not sure how to take the next step, this is the webinar for you! No matter where you currently are on the path to omnichannel, we'll break down the complexity, dispel common myths, and help you prepare for the future.

    During this webinar, you will learn:
    - How to apply ICMI’s three-phase approach to moving from multichannel to omnichannel
    - What's next for journey mapping and customer analytics
    - How omnichannel service is transforming the future of the contact center—and what you need to know to stay ahead of the trends

    Join us for an interactive and informative hour, filled with practical tips, and complete with live audience Q&A.
  • Verizon Threat Research Advisory Center Monthly Intelligence Briefing
    Verizon Threat Research Advisory Center Monthly Intelligence Briefing
    Clarence Hill, David Kennedy Recorded: Feb 20 2019 84 mins
    Join us—the Verizon Threat Research Advisory Center – for our Monthly Intelligence Briefing (MIB) to discuss the current cybersecurity threat landscape.

    Our Verizon Threat Research Advisory Center presenters will be:

    •Clarence Hill, Senior Manager, PS Advisory Services
    •David Kennedy, Managing Principal, Open Source Intelligence

    This month's theme: Device Overlays

    This webinar will also cover:

    •Current Intelligence Overview
    •Attacks and Threat Indicators
    •Latest Malware Trends
    •Significant Vulnerabilities

    If you have any questions related to social attacks and data breaches that you'd like us to cover on the call, please send them to the following email address: Intel.Briefing@verizon.com

    Then tune in for an information-packed session brought to you by our very own Verizon Threat Research Advisory Center investigators, analysts, assessors, and researchers!
  • Why Traditional ITSM Metrics Will Fail in 2020—And What to Do About It
    Why Traditional ITSM Metrics Will Fail in 2020—And What to Do About It
    Stephen Mann, ITSM Analyst and Matt Klassen, VP Product Marketing, Cherwell Recorded: Feb 19 2019 60 mins
    Industry best practices provide IT service desks a wealth of metrics to adopt, and benchmarking data offers guidance on the KPIs to employ. These have both remained virtually static for the last decade or longer. However, a growing reliance on IT services, a rapidly changing technology landscape, and demands that the service desk shift from a cost center to a value center, is forcing IT leaders to re-think and re-define traditional KPIs and metrics. Those who remain complacent in this respect will almost certainly fail to deliver the outcomes the business demands.

    In this webinar, hosted by ITSM analyst, Stephen Mann, and Cherwell’s Matt Klassen, you’ll learn:

    • How the evolving workplace and employee expectations are driving the need for new KPIs
    • Why the adoption of self-service, automation, and AI require further changes to your measurement philosophy
    • Metrics you are using today that will no longer be relevant in three to five years
    • Tips for developing a new portfolio of metrics that will position you for future success
  • Mastering IT Metrics
    Mastering IT Metrics
    Quentin McPhee, Implementation Manager, Vivantio Recorded: Feb 14 2019 53 mins
    IT monitoring and metrics play a key role in measuring IT service management success. By properly analyzing, understanding and measuring where the true value lies in your organization, you can effectively analyze risk, add value, reduce the cost of service delivery and boost the overall performance of your service teams.

    But without knowing what to measure, how to interpret the results and how to leverage your organization’s tools and data to make this possible, you’re setting yourself up for frustration and a lack of clarity in your reporting output.

    On Thursday, May 17th, join BrightTALK and Vivantio’s Senior Implementation Manager Quentin McPhee to learn what you and your senior management need to inform IT decision-making and drive sustainable service improvement, in practical terms.

    Quentin McPhee has more than 20 years’ experience in service management delivery and brings significant knowledge in implementing solutions for all types of organizations.

    This session is not just a ‘back to basics’, but rather will set out what every ITSM organization should be measuring and how to interpret the results, plus how to sustain the measuring process to become a self-aware powerhouse. We’ll also discuss:

    •What value reporting on your ITSM processes can realise
    •Different types of reports and who needs them
    •Tips, tricks and best practices to build out, maintain and sustain your organisation’s reporting structure

    We’ll also cover real-life examples of organizations who have improved efficiency through effective data analysis.

    --

    Vivantio is a leader in help desk, IT service management and customer service software, empowering service teams to embrace automation and improve service levels at hundreds of organisations around the world.
  • Gain Control of Your Software Licensing Universe with SAM Best Practices
    Gain Control of Your Software Licensing Universe with SAM Best Practices
    Jennah Michalik Recorded: Feb 13 2019 54 mins
    This Webinar session will consist of a brief walk through of Software Asset Management’s foundation. Diving deeper into answering the age-old IT question “What do we own and how do we own it?” Specifically, we will highlight various types of legal documentation, noting key verbiage and contractual elements Software Asset Managers encounter in their day to day responsibilities. The briefing will cover various aspects of reviewing, drafting and negotiating agreements to ensure adequate protection and overall license term understanding. Attendees will gain insight into defining drafting and assigning SAM policies, procedures and responsibilities.
  • ITIL 4: Creating an Integrated Value Chain Among Dev, Ops and the Service Desk
    ITIL 4: Creating an Integrated Value Chain Among Dev, Ops and the Service Desk
    Troy DuMoulin, VP, Pink Elephant and Matt Klassen, VP of Product Marketing, Cherwell Software Mar 26 2019 4:00 pm UTC 60 mins
    As IT teams look to create higher velocity and improved speed to market, they are recognizing the need to integrate various specialized domains that traditionally operated as silos.

    Until the recent release of ITIL 4, best practice frameworks covering ITSM, Software Development, Project Management, and others have not helped in this regard, as they each focused on their own area of specialization, with little to no direction on how they integrate.

    Come to this informative webinar to hear Troy DuMoulin, VP at Pink Elephant, and Matt Klassen, VP of Product Marketing at Cherwell, discuss new guidance offered by ITIL 4, including:

    •How the ITIL 4 service value chain provides an integrated model
    •How different types of demand follow different value streams
    •How ITIL 4 elevates the importance of service relationship management
    •How the service desk plays a key engagement role
  • Automation & ITSM - Do They Blend?
    Automation & ITSM - Do They Blend?
    Beverly Weed-Schertzer - Author, 'ITSM for Business Maturity' Apr 2 2019 3:00 pm UTC 60 mins
    Selecting an ITSM tool to support a providers core framework of practices can be horrendous. Investments in ITSM tools are costly, but are they returning efficiency and quality? Businesses make an investment in tools which most likely aren’t aligning to produce the right results. Join Beverly to learn how to avoid the tool trap and ensure ITSM automation performs well!
  • Using AI and Automations to Drive a Better Service Desk Experience
    Using AI and Automations to Drive a Better Service Desk Experience
    Matt Cox Apr 3 2019 6:00 pm UTC 30 mins
    You may not always notice artificial intelligence in the products you use, but you should notice a better, more intuitive experience. As AI trickles into the service desk, it’s important to keep that goal in mind: provide value to the employee through a better experience.

    Join Matt Cox, Director of Technical Services and Strategy at Samanage for a look at the tangible value of AI in the service desk, including:

    -How to meet employees where they work
    -How to connect them with self-service options
    -How to create a single platform for service with smart technology

    You'll also see a demonstration of how AI drives a more efficient service experience in the Samanage Service Platform.
  • You Are What You Measure.  A Discussion on Meaningful ITSM KPIs
    You Are What You Measure. A Discussion on Meaningful ITSM KPIs
    Stephen Mann, Principal Analyst & Content Director, ITSM.tools and Matt Klassen, Vice President, Product Marketing, Cherwell Apr 9 2019 1:00 pm UTC 60 mins
    Setting the wrong goals and measuring the wrong metrics wastes time and creates inefficiency you can't afford in today's digital workplace. After all, you are what you measure, so measuring the right things - the things that will move IT and your business forward - is paramount!
  • [Panel] Measuring IT Service Management: Balancing the Scorecard
    [Panel] Measuring IT Service Management: Balancing the Scorecard
    Elisabeth Thomas, Launch Product Marketing; panelists TBC Apr 9 2019 3:00 pm UTC 45 mins
    One of the most important objectives of IT service management is to deliver valuable services to the business. This can be achieved by breaking down traditional silos and applying standardized processes across the organization. However, demonstrating the effectiveness of service delivery with process measurements can be a challenge.

    Join moderator Elisabeth Thomas and global ITSM experts as they discuss best practices for defining critical process measurements that encourage continual service improvement in order to ensure an effective, efficient, and profitable ITSM strategy.
  • ITSM:  Self Service or a LA Carte?
    ITSM: Self Service or a LA Carte?
    Beverly Weed Schertzer - Author, ITSM For Business Maturity Apr 9 2019 4:00 pm UTC 60 mins
    Self-Service ITSM portals are the corner stone to reducing overhead costs, promote fast tracks to customers for resolving issues, and reducing ticket volumes. It’s not that simple. Self-Service doesn’t mean cheaper and easier. Join Beverly as she discusses the benefits and drawbacks to Self Service and exploring the concept of A LA Carte options to Self-Service solutions!
  • Verizon Threat Research Advisory Center Monthly Intelligence Briefing (MIB)
    Verizon Threat Research Advisory Center Monthly Intelligence Briefing (MIB)
    Ashish Thaper Apr 18 2019 2:00 pm UTC 90 mins
    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: Data Breach Investigations Report (DBIR)

    Our Verizon Threat Research Advisory Center presenters will be:

    •Ashish Thaper, Senior Manager, PS Advisory Services
    •David Kennedy, Managing Principal, Open Source Intelligence

    This webinar will cover:

    •Current Intelligence Overview
    •Attacks and Threat Indicators
    •Latest Malware Trends
    •Significant Vulnerabilities

    If you have any questions related to social attacks and data breaches that you'd like us to cover on the call, please send them to the following email address: Intel.Briefing@verizon.com

    Then tune in for an information-packed session brought to you by our very own Verizon Threat Research Advisory Center investigators, analysts, assessors, and researchers!
  • Supporting Distance Learners Through Remote Support: The SNHU Story
    Supporting Distance Learners Through Remote Support: The SNHU Story
    Roy Atkinson (HDI Moderator); Michael O’Leary (Southern New Hampshire University) Apr 23 2019 5:00 pm UTC 60 mins
    More and more students are taking advantage of online college resources, often called distance learning. In fact, a 2018 study by the Babson Survey Research Group stated that distance student enrollments have increased for fourteen consecutive years. The total distance learning population is now well over 6 million students. Those students are dependent on the technologies and tools that enable their education, and the colleges and universities are responsible for supporting them.

    In this webinar, we will learn how Southern New Hampshire University (SNHU), which offers over 200 career-focused online college degree programs, enables student success through remote support. The webinar will include an interview with Michael O'Leary, Client Services Manager at Southern New Hampshire University.

    Who Should Attend:
    - Service desk/support center directors, managers, supervisors, and team leads looking for better ways to support the ever-increasing numbers of remote faculty, students or employees.
  • Verizon Threat Research Advisory Center Monthly Intelligence Briefing (MIB)
    Verizon Threat Research Advisory Center Monthly Intelligence Briefing (MIB)
    Adam Harrison, Principal Consultant, PS Advisory Services May 15 2019 2:00 pm UTC 90 mins
    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: Moving to the Cloud: Complexities with Cloud Based Investigations

    Our Verizon Threat Research Advisory Center presenters will be:

    •Adam Harrison, Principal Consultant, PS Advisory Services
    •David Kennedy, Managing Principal, Open Source Intelligence

    This webinar will cover:

    •Current Intelligence Overview
    •Attacks and Threat Indicators
    •Latest Malware Trends
    •Significant Vulnerabilities

    If you have any questions related to social attacks and data breaches that you'd like us to cover on the call, please send them to the following email address: Intel.Briefing@verizon.com

    Then tune in for an information-packed session brought to you by our very own Verizon Threat Research Advisory Center investigators, analysts, assessors, and researchers!
  • Building Your CX of the Future -- Take the First Steps Today
    Building Your CX of the Future -- Take the First Steps Today
    Chris Bauserman, VP Segment and Product Marketing, NICE inContact May 16 2019 6:00 pm UTC 60 mins
    Building a best-in-class customer service team and customer-centric organization is a marathon, not a sprint. Your customers, and your c-suite, are pressuring you to innovate and improve. But how do you take the first step and keep on pace on your transformation -- while executing on the daily operational pressures?

    Join CCNG and Chris Bauserman, VP Segment and Product Marketing for NICE inContact, for a discussion and set of tools that you can use to benchmark your operations and identify the next best action your organization can take to build your CX of the future.

    We will discuss:
    - New consumer research: How are your customers' expectations changing?
    - CX Maturity Model diagnostic: Where do your CX operations stack up vs. your peers?
    - Personalized next steps: What 2019 hot topics are right for you to adopt?
  • Verizon Threat Research Advisory Center Monthly Intelligence Briefing (MIB)
    Verizon Threat Research Advisory Center Monthly Intelligence Briefing (MIB)
    Eric K. Gentry, Principal Consultant, PS Advisory Services Jun 19 2019 2:00 pm UTC 90 mins
    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: Social Attacks

    Our Verizon Threat Research Advisory Center presenters will be:

    •Eric K. Gentry, Principal Consultant, PS Advisory Services
    •David Kennedy, Managing Principal, Open Source Intelligence

    This webinar will also cover:

    •Current Intelligence Overview
    •Attacks and Threat Indicators
    •Latest Malware Trends
    •Significant Vulnerabilities

    If you have any questions related to social attacks and data breaches that you'd like us to cover on the call, please send them to the following email address: Intel.Briefing@verizon.com

    Then tune in for an information-packed session brought to you by our very own Verizon Threat Research Advisory Center investigators, analysts, assessors, and researchers!
  • ITSM and Digital Transformation – the Business Benefits
    ITSM and Digital Transformation – the Business Benefits
    Mark Smalley, the IT Paradigmologist Jul 16 2019 8:00 am UTC 45 mins
    If we didn’t have IT service management, we’d be in a right mess. But how do you identify and articulate the benefits of ITSM in terms that business people understand?

    Starting with familiar ITSM notions such as utility and warranty, this talk explores how these relate to tangible business benefits such as more sales, higher prices, and lower costs and risks. Is ITSM just about keeping the lights on, and is it just as difficult to relate ITSM effort to business benefits as it is to say how much the cleaner’s broom contributed to last month‘s sales? This talk lets you decide for yourself.
  • ITSM and Digital Transformation
    ITSM and Digital Transformation
    Simon Dorst and Michelle Major-Goldsmith - Kinetic IT Jul 16 2019 10:00 am UTC 45 mins
    A look at ITSM and Digital Transformation with Simon Dorst and Michelle Major-Goldsmith.
  • Cloud Credential Council's Look at ITSM and Digital Transformation
    Cloud Credential Council's Look at ITSM and Digital Transformation
    Mark O' Loughlin - Cloud Credential Council Jul 16 2019 3:00 pm UTC 45 mins
    Mark O' Loughling of Cloud Credential Council looks at ITSM and Digital Transformation
  • Verizon Threat Research Advisory Center Monthly Intelligence Briefing (MIB)
    Verizon Threat Research Advisory Center Monthly Intelligence Briefing (MIB)
    John Grim, Senior Manager, Investigative Response - Americas Jul 17 2019 2:00 pm UTC 90 mins
    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: VIPR (VTRAC) Incident Preparedness Report

    Our Verizon Threat Research Advisory Center presenters will be:

    •John Grim, Senior Manager, Investigative Response – Americas
    •David Kennedy, Managing Principal, Open Source Intelligence

    This webinar will also cover:

    •Current Intelligence Overview
    •Attacks and Threat Indicators
    •Latest Malware Trends
    •Significant Vulnerabilities

    If you have any questions related to social attacks and data breaches that you'd like us to cover on the call, please send them to the following email address: Intel.Briefing@verizon.com

    Then tune in for an information-packed session brought to you by our very own Verizon Threat Research Advisory Center investigators, analysts, assessors, and researchers!
  • Verizon Threat Reseaerch Advisory Center Monthly Intelligence Briefing (MIB)
    Verizon Threat Reseaerch Advisory Center Monthly Intelligence Briefing (MIB)
    Clarence Hill, Senior Manager, PS Advisory Services Aug 21 2019 2:00 pm UTC 90 mins
    Join us—the Verizon Threat Research Advisory Center – for our Monthly Intelligence Briefing (MIB) to discuss the current cybersecurity threat landscape.

    Our Verizon Threat Research Advisory Center presenters will be:

    •Clarence Hill, Senior Manager, PS Advisory Services
    •David Kennedy, Managing Principal, Open Source Intelligence

    This webinar will also cover:

    •Current Intelligence Overview
    •Attacks and Threat Indicators
    •Latest Malware Trends
    •Significant Vulnerabilities

    If you have any questions related to social attacks and data breaches that you'd like us to cover on the call, please send them to the following email address: Intel.Briefing@verizon.com

    Then tune in for an information-packed session brought to you by our very own Verizon Threat Research Advisory Center investigators, analysts, assessors, and researchers!
  • Verizon Threat Reserach Advisory Center Monthly Intelligence Briefing (MIB)
    Verizon Threat Reserach Advisory Center Monthly Intelligence Briefing (MIB)
    Hayden Williams Sep 18 2019 2:00 pm UTC 90 mins
    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: Endpoint Detection & Response (EDR) Solutions and their support to Incident Response & Threat Intelligence

    Our Verizon Threat Research Advisory Center presenters will be:

    •Hayden Williams, Corporate Development, Senior Manager
    •David Kennedy, Managing Principal, Open Source Intelligence

    This webinar will also cover:

    •Current Intelligence Overview
    •Attacks and Threat Indicators
    •Latest Malware Trends
    •Significant Vulnerabilities

    If you have any questions related to social attacks and data breaches that you'd like us to cover on the call, please send them to the following email address: Intel.Briefing@verizon.com

    Then tune in for an information-packed session brought to you by our very own Verizon Threat Research Advisory Center investigators, analysts, assessors, and researchers!
  • Verizon Threat Research Advisory Center Monthly Intelligence Briefing (MIB)
    Verizon Threat Research Advisory Center Monthly Intelligence Briefing (MIB)
    Ashish Thapar, Senior Manager, PS Advisory Services Oct 16 2019 2:00 pm UTC 90 mins
    Join us—the Verizon Threat Research Advisory Center – for our Monthly Intelligence Briefing (MIB) to discuss the current cybersecurity threat landscape.

    Our Verizon Threat Research Advisory Center presenters will be:

    •Ashish Thapar, Senior Manager, PS Advisory Services
    •David Kennedy, Managing Principal, Open Source Intelligence

    This month's theme: PoS Intrusions/Card Skimming/PFIs

    This webinar will also cover:

    •Current Intelligence Overview
    •Attacks and Threat Indicators
    •Latest Malware Trends
    •Significant Vulnerabilities

    If you have any questions related to social attacks and data breaches that you'd like us to cover on the call, please send them to the following email address: Intel.Briefing@verizon.com

    Then tune in for an information-packed session brought to you by our very own Verizon Threat Research Advisory Center investigators, analysts, assessors, and researchers!
  • Inside ITIL® 4 – the Digital Perspective
    Inside ITIL® 4 – the Digital Perspective
    Mark Smalley, the IT Paradigmologist Nov 5 2019 9:00 am UTC 45 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?

    This talk will explore these questions and more.
  • Verizon Threat Research Advisory Center Monthly Intelligence Briefing (MIB)
    Verizon Threat Research Advisory Center Monthly Intelligence Briefing (MIB)
    Adam Harrison, Cryptocurrency Nov 20 2019 3:00 pm UTC 90 mins
    Join us—the Verizon Threat Research Advisory Center – for our Monthly Intelligence Briefing (MIB) to discuss the current cybersecurity threat landscape.

    Our Verizon Threat Research Advisory Center presenters will be:

    •Adam Harrison, Principal Consultant, PS Advisory Services
    •David Kennedy, Managing Principal, Open Source Intelligence

    This month's theme: Cryptocurrency

    This webinar will also cover:

    •Current Intelligence Overview
    •Attacks and Threat Indicators
    •Latest Malware Trends
    •Significant Vulnerabilities

    If you have any questions related to social attacks and data breaches that you'd like us to cover on the call, please send them to the following email address: Intel.Briefing@verizon.com

    Then tune in for an information-packed session brought to you by our very own Verizon Threat Research Advisory Center investigators, analysts, assessors, and researchers!
  • Verizon Threat Research Advisory Center Monthly Intelligence Briefing (MIB)
    Verizon Threat Research Advisory Center Monthly Intelligence Briefing (MIB)
    Eric K. Gentry, Principal Consultant, PS Advisory Services Dec 18 2019 3:00 pm UTC 90 mins
    Join us—the Verizon Threat Research Advisory Center – for our Monthly Intelligence Briefing (MIB) to discuss the current cybersecurity threat landscape.

    Our Verizon Threat Research Advisory Center presenters will be:

    •Eric K. Gentry, Principal Consultant, PS Advisory Services
    •David Kennedy, Managing Principal, Open Source Intelligence

    This webinar will cover:

    •Current Intelligence Overview
    •Attacks and Threat Indicators
    •Latest Malware Trends
    •Significant Vulnerabilities

    If you have any questions related to social attacks and data breaches that you'd like us to cover on the call, please send them to the following email address: Intel.Briefing@verizon.com

    Then tune in for an information-packed session brought to you by our very own Verizon Threat Research Advisory Center investigators, analysts, assessors, and researchers!