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  • The Rise and Fall of the Empire - ITIL and Digital Transformation
    The Rise and Fall of the Empire - ITIL and Digital Transformation David Smith President Micromation Inc. VeriSM, ITSM, ITIL, Lean, Kaizen, ISO, TCO. Author – Implementing Metrics Recorded: Jul 19 2018 44 mins
    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
  • ITSM Masterclass: ITIL in a world of digital transformation
    ITSM Masterclass: ITIL in a world of digital transformation Akshay Anand, ITSM Product Ambassador, AXELOS Recorded: Jul 19 2018 33 mins
    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.
  • VeriSM™ - Exploring the New (Service Management) Kid in Town
    VeriSM™ - Exploring the New (Service Management) Kid in Town Simon Dorst, Michelle Major-Goldsmith - Kinetic IT Recorded: Jul 19 2018 45 mins
    Michelle Major-Goldsmith and Simon Dorst of Kinetic IT will discuss the role of VeriSM in digital transformation, and its relation to ITIL and other service management practices.
  • How to Harness the Power of Predictive Customer Journey Mapping
    How to Harness the Power of Predictive Customer Journey Mapping Anne Palmerine, Charlie Godfrey, Erica Marois(moderator) Recorded: Jul 18 2018 59 mins
    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.
  • Re-Inventing IT Service Management with Artificial Intelligence
    Re-Inventing IT Service Management with Artificial Intelligence Rich Graves, Director of Product Management @ ServiceAide Recorded: Jul 18 2018 48 mins
    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.
  • The Digital Transformation of ITSM - AI, Automation and NLP
    The Digital Transformation of ITSM - AI, Automation and NLP Doug Tedder, Principal, Tedder Consulting Recorded: Jul 18 2018 49 mins
    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).
  • A new approach to IT Service Management: Selfless Service
    A new approach to IT Service Management: Selfless Service Sanjeev NC, Solutions Architect, Freshworks Recorded: Jul 18 2018 31 mins
    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.
  • Verizon Threat Research Advisory Center - Insider and Privilege Misuse
    Verizon Threat Research Advisory Center - Insider and Privilege Misuse David Kennedy and John Rudolph, Verizon Global Security Recorded: Jul 18 2018 79 mins
    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:

    • Current Intelligence
    • Attacks & Threat Indicators
    • Latest Malware Trends
    • Significant Vulnerabilities
  • How Can ITSM Exist in the Cloud?
    How Can ITSM Exist in the Cloud? Daniel Breston, Principal Consultant, Virtual Clarity Recorded: Jul 18 2018 41 mins
    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.
  • Employee Service is a Game Changer
    Employee Service is a Game Changer Bob Gardner, David Russell Recorded: Jul 17 2018 42 mins
    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!
  • Need for Speed! Digital Transformation and DevOps
    Need for Speed! Digital Transformation and DevOps David Smith President Micromation Inc. VeriSM, ITSM, ITIL, Lean, Kaizen, ISO, TCO. Author – Implementing Metrics Recorded: Jul 17 2018 45 mins
    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
  • The Secret to Harder, Better, Faster, Stronger DevOps
    The Secret to Harder, Better, Faster, Stronger DevOps Prakash Vyas, ITOA Specialist EMEA and Endre Peterfi, Major Account Sales Engineer, Splunk Recorded: Jul 17 2018 49 mins
    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
  • Is Digital Transformation ready for DevOps?
    Is Digital Transformation ready for DevOps? Daniel Breston, Virtual Clarity Recorded: Jul 17 2018 46 mins
    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.
  • Case Study - Russell Finex
    Case Study - Russell Finex Rob O'Connell - CEO Recorded: Jul 17 2018 5 mins
    Why not see for yourself how Workbooks helps one of it's customers in the manufacturing industry
  • Keynote Panel: DevOps & Digital Transformation - How to Overcome Challenges
    Keynote Panel: DevOps & Digital Transformation - How to Overcome Challenges Prakash Vyas (Splunk), James Finister (TCS), Rob Akershoek (Shell), Dimitri van den Broek & Barclay Rae (Essential SM) Recorded: Jul 17 2018 49 mins
    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!

    Panellists;
    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
  • DigiDevTransOps - Clearing the Confusion in Digital Transformation & DevOps
    DigiDevTransOps - Clearing the Confusion in Digital Transformation & DevOps Mark Smalley, the IT Paradigmologist and DASA Global Ambassador Recorded: Jul 17 2018 48 mins
    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.

    Mark Smalley, Global Ambassador DASA
  • Changing the Mindset of Your Employees with Service Portal Adoption
    Changing the Mindset of Your Employees with Service Portal Adoption Susan Bonville, Tina Williams & Kyle Shepard Recorded: Jul 12 2018 35 mins
    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.
  • Building a Risk-Based Business Case for Cybersecurity
    Building a Risk-Based Business Case for Cybersecurity Johna Till Johnson, CEO & Founder, Nemertes Research Recorded: Jul 11 2018 54 mins
    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.
  • Member Insights and Feedback - Omnichannel Support
    Member Insights and Feedback - Omnichannel Support David Hadobas, President and CEO, CCNG and Noel Roberts, CTO and VP of Marketing, Aria Solutions Recorded: Jul 6 2018 3 mins
    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.
  • Unguarded – A Roadmap For Cyber-Security Improvement
    Unguarded – A Roadmap For Cyber-Security Improvement Randy Steinberg Recorded: Jun 28 2018 57 mins
    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.
  • Wake Up HUMAN EXPERIENCE Professionals! It's time for a REBOOT!
    Wake Up HUMAN EXPERIENCE Professionals! It's time for a REBOOT! Roger Lee, Founder and Principal Evangelist, Contact Center Advocates Recorded: Jun 27 2018 62 mins
    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.
  • [Panel Discussion] Overcoming Your ITSM Technology Hurdles – 3 Real-Life Stories
    [Panel Discussion] Overcoming Your ITSM Technology Hurdles – 3 Real-Life Stories TJ Martinez, Univ. of New Mexico; Diane Burton, Seattle Cancer Care Alliance; Nick Kouloungis, Louisville Metro Technology Recorded: Jun 27 2018 61 mins
    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.

    Featuring:
    Tammy Jo (TJ) Martinez, University of New Mexico
    Diane Burton, Seattle Cancer Care Alliance
    Nick Kouloungis, Louisville Metro Government
  • CMDB for the Enterprise Mind
    CMDB for the Enterprise Mind Terrell Pursley, Ryan Gillespie, Meghan Lockwood Recorded: Jun 26 2018 59 mins
    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
  • Case Study - Knowledge Transfer Network
    Case Study - Knowledge Transfer Network Iain McGregor - Director Recorded: Jun 26 2018 5 mins
    Why not see for yourself how Workbooks helps one of its customers