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  • The ServiceNow Kingston Update: Machine Learning, AI, UX, Oh My!
    The ServiceNow Kingston Update: Machine Learning, AI, UX, Oh My! Marci Parker, Garrison Ball, Meghan Lockwood Recorded: Feb 22 2018 54 mins
    With the ServiceNow’s new Kingston release, fans will not only get new functionality for a richer user experience but enjoy important strides in perhaps the most anticipated areas area of the day: machine learning and automation.Every release brings us more expansion across the ServiceNow Platform, and Kingston is no exception, adding new features and functionality including advances in the ServiceNow Platform, CSM, HR Service Delivery, ITOM, ITBM, Performance Analytics, Security Operations, GRC, and, of course, IT Service Management (including Software Asset Management). Taken in context, these new capabilities make a strong case that ServiceNow is setting itself up to act as the technology backbone for modern organizations (so keep an eye out for future platform plays!).
  • How to Make the Most of Your CX Metrics Using the Voice of the Customer
    How to Make the Most of Your CX Metrics Using the Voice of the Customer Amber Krueger, Nick Stenberg, Sid Banerjee, and Erica Marois (moderator) Recorded: Feb 22 2018 60 mins
    Dashboards, reports, KPIs, and metrics are all part of life in the contact center. The challenge: putting all that data in context to use it effectively. Does your team struggle to measure or improve the customer experience consistently? If so, you’re not alone. According to a 2017 ICMI survey, it’s one of the top ten challenges for contact center leaders.

    Join us on February 22 as we help you identify ways to understand the most complex customer feedback in an organized and comprehensive manner. We’ll also show you how to use the power of text analytics to put your metrics in the right context, and how to deliver those valuable insights to key decision makers across your company.

    In this webinar, you will learn:
    * How to use the data you already have to identify actionable areas for improvement
    * How to refine your dashboards and measure what really matters to customers
    * How to better analyze, measure, and correlate your customer data

    Join us for an interactive and informative hour, complete with live audience Q&A.
  • Verizon Threat Research Advisory Center - Cryptocurrency Attacks
    Verizon Threat Research Advisory Center - Cryptocurrency Attacks John Grim and David Kennedy, Verizon Enterprise Solutions Recorded: Feb 21 2018 89 mins
    Join us—the Verizon Threat Research Advisory Center – for our Monthly Intelligence Briefing to discuss the current cybersecurity threat landscape.

    This month's theme: Cryptocurrency Related Attacks

    Our Verizon Threat Research Advisory Center presenters will be:

    •David Kennedy, Managing Principal, Open Source Intelligence
    •John Grim, Senior Manager, Investigative Response – Americas
    •Adam Harrison, Senior Consultant, Investigative Response – EMEA
    •Josh Costa, Senior Consultant, Investigative Response – Americas
    •Roy Porter, Senior Analyst, Cyber Intelligence

    We'll cover 'Cryptocurrency Related Attacks' for this month's theme. In doing so, we'll provide insight as seen by our investigators and analysts. For the 'Insight' portion, Adam Harrison will provide a 2018 Data Breach Digest pre-release 'sneak peek' on a Cryptocurrency-Mining Malware scenario. For the 'Today's Risk' portion, we'll feature Roy Porter who'll provide an in-depth look into cryptocurrency-related attacks as seen in our caseload and on the DarkNet and internet.

    This will be followed by our regularly scheduled programming:

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

    If you have any questions related to cryptocurrency related data breaches that you'd like us to cover on the call, please send them to the following email address prior to Feb 14 2018:

    Intel.Briefing@verizon.com

    And 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!
  • Risk the Change, or Change the Risk?: IT Change and Risk Management
    Risk the Change, or Change the Risk?: IT Change and Risk Management Greg Sanker, Roy Atkinson (moderator) Recorded: Feb 20 2018 61 mins
    Everyone knows changes are risky; change management is responsible for managing that change-related risk. In theory, it’s simple; in the real world, it’s a far cry harder. This webinar presents a straightforward approach to identifying and analyzing change-related risk, along with practical risk mitigation strategies that you can put to use in your organization right now.

    Attend this session to learn all about:
    * Identifying change-related threats
    * Assessing vulnerabilities
    * Determining risk
    * Risk reduction strategies
    * Prioritizing risk mitigation efforts
  • WFM Techniques for Controlling Costs and Improving Productivity
    WFM Techniques for Controlling Costs and Improving Productivity Justin Robbins, Yohai West, Erica Marois (moderator) Recorded: Feb 8 2018 63 mins
    Workforce management is one of the core pillars to a successful contact center operation. But, for as much planning that’s done in advance, the intraday management of the frontline staff is where WFM really hits the pavement. For many organizations, however, intraday works is highly manual and consumes valuable time and resources. As a result, it’s not uncommon for contact centers to lose significant productivity, and ultimately profitability, because of the manual work that’s happening.

    In this ICMI webinar, you’ll hear the latest research from ICMI and NICE on how much damage manual intraday work is doing to the contact center and, more importantly, what can be done to reverse the trends. Gain valuable insight on how to get better results from your intraday processes, while positively contributing to employee engagement and buy-in. If you’re looking to maximize your resources to their fullest, this is one presentation that you don’t want to miss.

    Attend this webinar to learn:

    * Findings from ICMI’s latest research on intraday WFM
    * Best practices for reforecasting and schedule planning
    * Tips for handling PTO requests, schedule changes, and unforeseen events
    * How to combat lost productivity and high forecast variances
  • Live Webinar: Integrated Knowledge in the modern enterprise
    Live Webinar: Integrated Knowledge in the modern enterprise David Aadne, ComAround Business Development Director, Europe Recorded: Feb 8 2018 34 mins
    This is a webinar about using knowledge management methodology and intelligent technology to bring company ethos and knowledge all the way out to your customers.

    The webinar focuses on how to source knowledge in the modern enterprise and make sure that it generates full value all the way to supporting customers in all channels. The benefits are huge and gives your organisation reduce costs, increase revenue, improve workforce productivity and customer satisfaction.
  • 2018 Trends in Application Software
    2018 Trends in Application Software Nick Patience, Sheryl Kingstone, Chris Marsh, Matt Aslett, Carl Lehmann Recorded: Feb 7 2018 52 mins
    Software is driving the digital economy. Combining insight across key areas of the software market, we look ahead at what we think will transform in 2018, using predictions from four of our Research Channels: Customer Experience & Commerce, Data Platforms & Analytics, Development, DevOps & ITOps and Workforce Productivity & Compliance.

    Join 451 Research’s leading software analysts, Nick Patience, Sheryl Kingstone, Chris Marsh, Matt Aslett, and Carl Lehmann on February 7 for a live webinar as they review and discuss the trends expected to shape the software landscape and the level of impact those changes will have. Please come armed with questions, as there will be a live Q&A session at the end of the webinar.
  • ITSM, DevOps and Agile Play Well Together in the Modern Software Factory
    ITSM, DevOps and Agile Play Well Together in the Modern Software Factory Darren Arcangel, Sr. Principal Services Architect, CA Technologies and Allen Houpt, Advisor, CA Technologies Recorded: Feb 6 2018 58 mins
    In what CA calls the Modern Software Factory, developers employ Agile methodologies and automate application deployment into Operations via DevOps. Automation tools speed up the delivery of applications into Operations. So how does IT Service Management (ITSM) play in this changed world? How does Operations know that a change to an app has impacted the CMDB? And how do we transform this new information into knowledge for the Service Desk? Please join co-author of the book, "ITIL® and the Information Lifecycle - Integrating Agile, DevOps and ITSM" to learn more about how these pieces all fit together to enable the Modern Software Factory.
  • A Roadmap for the Transformation of a Service Delivery Organization
    A Roadmap for the Transformation of a Service Delivery Organization Mike McGibbney, SVP Service Delivery & Operations, SAP/SuccessFactors Recorded: Feb 6 2018 7 mins
    Join Mike McGibbney from SuccessFactors as he describes the transformation of a service delivery operations organization struggling with the demands of rapid growth into a world class, next-generation services organization capable of supporting the enterprise cloud experience.

    Centering his strategy around four key promises — Availability, Speed, Transparency and Maturity — Mike will highlight SDO’s priority to ensure a highly reliable and available cloud environment to create a better experience for customers. He’ll talk about SDO’s plan to significantly elevate the organization’s ability to deliver a better cloud experience, and how Moogsoft became a partner in helping SAP SuccessFactors build a better cloud for better business.
  • How Modern Enterprises Are Tackling the Migration from On-Premises to Cloud
    How Modern Enterprises Are Tackling the Migration from On-Premises to Cloud Dan Taylor, Senior Program Manager, Microsoft Recorded: Jan 31 2018 20 mins
    The modern Cloud delivers faster time to market, lower IT costs, and greater overall value to the enterprise by allowing companies to focus more on the core business problems rather than the infrastructure used to solve them. But the path to the cloud can be challenging for anyone with an established presence on-premises, or in a private data center.

    Dan Taylor from Microsoft’s Cloud & Enterprise division shares with you how large enterprises are tackling this problem and gaining immediate value by leveraging the cloud. You’ll hear how enterprises are managing their migration to the cloud by embracing hybrid patterns, containerizing and migrating applications, using single-pane-of-glass monitoring solutions, and leveraging Azure to tackle data privacy.
  • The 3 Must-Haves on the Path to a Better Customer Journey
    The 3 Must-Haves on the Path to a Better Customer Journey Alton Harewood, Solutions Consultant, 8x8 Recorded: Jan 30 2018 61 mins
    As customer loyalty is tested by limitless options, the need to understand and manage the customer journey has become essential to competitive differentiation. And far from being the domain of only large corporations – organizations of all sizes must now seek to gain insight into how customer experience is executed and ways to improve.

    Join contact center veterans Alton Harewood, Contact Center Consultant, and Kara Allen, Global Workforce Management and Optimization, to hear how the fundamental building blocks of CX strategy are being used today, as well as which technology enablers provide the insight and oversight needed to adjust and administer the modern customer engagement team.
  • Making the ESM Business Case: Strategies for Proving ServiceNow ROI
    Making the ESM Business Case: Strategies for Proving ServiceNow ROI Ellen Daley, Adam Mason, Meghan Lockwood Recorded: Jan 30 2018 61 mins
    How Real-World Firms Transformed with Enterprise Service Management using ServiceNow.

    On Tuesday, January 30th, Join CEO, Ellen Daley, VP of Solutions and Innovation, Adam Mason, and Strategic Director of Marketing, Meghan Lockwood, to find out how to get the executive buy-in and prove your business case for Enterprise Service Management with ServiceNow.

    Learn what Forrester Research has to say about the Total Economic Impact of ServiceNow, find out how Acorio customers are reaping the benefits, and get you own exclusive pitch deck to help you win your business case.
  • Apple IT Trends for 2018
    Apple IT Trends for 2018 Nick Thompson, Product Manager, Jamf Recorded: Jan 23 2018 31 mins
    It’s been a busy year for Apple. From unveiling new products and operating systems to forming new enterprise relationships, Apple continues to evolve its capabilities and best practices for managing Mac, iPad, iPhone and Apple TV devices. Before you finalize your IT plans for next year, join us for a look back at major Apple milestones and enjoy a glimpse at where Apple may be headed in the future. 

    In our webinar, Apple IT Trends for 2018, we’ll examine the strategic moves made by Apple and explain what they mean for you in the new year.
    We'll cover:
    •Apple IT accomplishments in 2017
    •Predictions for Apple IT trends in 2018
    •IT initiatives to consider and provide examples of organizations already implementing them
  • Manual Incident Response Costs Organizations A Fortune & Ruins People’s Lives!
    Manual Incident Response Costs Organizations A Fortune & Ruins People’s Lives! Vincent Geffray, Everbridge Recorded: Jan 18 2018 57 mins
    In the digital world we all live in, a majority of IT operations and support center organizations still rely on spreadsheets and spray-and-pray emails to entire teams to communicate major IT events due to application failures, network outages, cyberattacks, datacenter outages… During this session, Vincent Geffray will share the eye-opening results from various surveys on state of incident management and best performing companies practices and will explain how the lack of response automation hurts business and negatively impacts IT employees’ work-life balance.

    During this session you will:

    * Understand why quickly engaging the right team of IT experts is such a hard thing to do
    * Understand the mechanisms which lead to a call storm and learn how to prevent it
    * Learn how you can improve your incident response process and streamline the communication between the Service Desk, your IT teams and the impacted business users

    Presenter Info:
    Vincent Geffray is Senior Director of Product Marketing with focus on IT Incident Response Automation, IT Service Alerting, team Collaboration and Process Orchestration at Everbridge. He has over seventeen years of experience in Digital Operations and Service Management with expertise in Critical Communications, Application Performance Management, IT Process, Runbook and Workload Automation. Vincent has an international experience and he worked in Europe and in North America.
  • How to Hire for Culture Fit
    How to Hire for Culture Fit Jeff Toister, Erica Strother (Moderator) Recorded: Jan 18 2018 57 mins
    Hiring, training, and retaining the agents we need to succeed is a classic contact center challenge. Many contact center leaders intuitively understand that hiring for culture fit is the first step in the process. The tough part is defining exactly what culture fit means and then scaling the concept so different hiring managers are making consistent hiring decisions. In this webinar, customer service expert Jeff Toister will share a practical guide for hiring agents who fit with your contact center culture. He will also reveal how to better integrate training and recruitment so you can retain your best agents.
  • Verizon Threat Research Advisory Center - Monthly Intel Briefing
    Verizon Threat Research Advisory Center - Monthly Intel Briefing John Grim and David Kennedy, Verizon Enterprise Solutions Recorded: Jan 17 2018 71 mins
    Join us—the Verizon Threat Research Advisory Center —for our Monthly Intelligence Briefing to discuss the current cybersecurity threat landscape. Threats like MeltDown, Spectre and other hot topics will be shared by experts across Verizon and our partners.

    Each month, we will have a specific theme to help promote awareness and best practices.
  • In Case You Missed It in 2017: The Velocity of Change
    In Case You Missed It in 2017: The Velocity of Change Roy Atkinson Recorded: Jan 16 2018 60 mins
    "Change has never happened this fast before, and it will never be this slow again." –Graeme Wood

    Both the scope and velocity of change in the business world are at unprecedented levels. Technology is emerging and evolving faster than ever, and the ways business is getting done are changing almost daily. As technology changes, so do the goals, objectives, and capabilities of business units, including IT and technical support.

    In 2017, we saw the rise of bots and the promise of AI take center stage, causing disruption in how service management and support move forward. New and/or revised frameworks for accomplishing the work arose. The skills needed for the future are not the same skills that have served the industry well in the past. Metrics and measures are changing. Customer expectations are changing.

    As we begin the new year, decisions are being made about where to spend or withhold spending, about what technologies are necessary, and about how to be prepared and properly skilled to take on the continual state of change that is now the norm. In this webinar, we will explore some of the changes that surfaced during the past year and will impact the industry in the near term.
  • Onboarding, Cross-Training, Hiring and More!
    Onboarding, Cross-Training, Hiring and More! Zack Jalbert, Senior Manager - Customer Care, Total Wine Recorded: Jan 9 2018 60 mins
    Are you building a contact center culture that the right people want to be a part of? We are under constant pressure, as leaders, to engage our employees, drive productivity, and meet business goals. If you have the right people, you can easily achieve it all.

    Join us for “Onboarding, Cross-Training, Hiring and More!.” During this webinar, we will discuss how you can think differently about your people programs, how to increase retention, and how to drive better engagement. Hear the challenges your peers are facing and how they address with key solutions.

    Join us to discuss:

    • Making better use of your current resources without depleting them
    • New techniques to ensure your people are happy and committed
    • How your peers are dealing with this same issue and how it's making an impact on their business
  • Why Enterprise Service Management Will Soon Become IT's Biggest Mandate
    Why Enterprise Service Management Will Soon Become IT's Biggest Mandate Jarod Greene, VP of Service Management Strategy Recorded: Dec 14 2017 27 mins
    As enterprise-wide business processes become increasingly digitized, IT has an opportunity to play a critical role in enabling line-of-business functions outside IT. At the same time, workforce demands for instantaneous and seamless self-service—as well as a single platform for request fulfillment—turn this opportunity into a mandate. Enter “Enterprise Service Management,” an approach that extends service management technology and practices across the enterprise, offering a single record of engagement for users, whether they require services from IT, Human Resources, Legal, Facilities, or any other business function.

    Particularly with artificial intelligence (AI) technologies on the horizon, IT teams are racing to offer a unified approach to service delivery and management across the enterprise.

    In this webinar you’ll learn:
    * Why “enterprise service management” has emerged as a top IT imperative
    * Examples of top companies extending their service management practices across the organization
    * Practical steps for getting started with enterprise service management
    * How AI-enabled service management will reshape the organization forever
  • Predictions for ServiceNow in 2018 - The Experts Weigh In
    Predictions for ServiceNow in 2018 - The Experts Weigh In Ellen Daley, Ian Clayton, Ross Rexer, Adam Mason, Brian Murphy, Richard Norton, Nick Nash, Meghan Lockwood Recorded: Dec 12 2017 61 mins
    Our Experts Weigh In: What ServiceNow trends should you look for in 2018?

    On Tuesday, December 12th, 1:00 PM EST, 10:00 AM PST, join our panel of ServiceNow enthusiasts for a virtual roundtable as they share their predictions for where ServiceNow is going in 2018.
  • Contact Center Journey - From Here to Where?
    Contact Center Journey - From Here to Where? Frank Tersigni, Chief Customer Officer, Altivon Recorded: Dec 12 2017 60 mins
    Join us for a deep dive into 3 top trends in the contact center. Each trend will be explored on its own and then brought together at the end in a picture of what is actually happening in contact centers today.

    Chatbots seem synonymous with artificial intelligence and are certainly sparking the imagination. We will explore the reach of AI in the contact center, both obvious and subtle.

    OmniChannel success is in the eye of the beholder. From a customer experience perspective, it requires more than channel choices. Learn about the implications for your center.

    Cloud is the favorite child today, but does it make sense for your organization? Learn some of the questions you need to ask to determine your best deployment strategy (cloud, premise, hybrid).
  • Ep. 2 StormRunner Functional: Q&T SIG Talk
    Ep. 2 StormRunner Functional: Q&T SIG Talk Chris Trimper Recorded: Dec 12 2017 24 mins
    StormRunner Functional

    We will discuss how StormRunner Functional is the latest functional test offering from Micro Focus. Chris Trimper, an early adopter and beta tester, will share his experiences with this new product.

    Join us for the next Quality & Testing SIG Talk on Tuesday, January 9, 2018: http://www.vivit-worldwide.org/events/EventDetails.aspx?id=1041157&group=.
  • Building Your Digital Contact Center Strategy in the Age of the Customer
    Building Your Digital Contact Center Strategy in the Age of the Customer Wil Patterson, Nicole Sult, Justin Robbins (Moderator) Recorded: Dec 7 2017 61 mins
    In this webinar, Justin Robbins will share recent research on the state of technology in contact centers, review key principles for migrating from the analog to digital contact center environment, and provide tips and advice on preparing your agents to thrive in this new environment. You’ll also hear from contact centers that have successfully made the transition—they’ll share how they did it, and they’ll share the lessons they learned along the way.

    Who should attend:
    * Contact/call center directors, managers, and supervisors

    What you will learn:
    * How to communicate the digital contact center’s value to your agents – including their role in customer service excellence
    * How to prepare agents to interact across multiple customer contact channels
    * How to make your transition a success, based on real examples and best practices from leading contact centers


    By submitting this form, you agree to have your contact information, including email, passed on to the limited sponsors of this event/asset for the purpose of following up on your interests.
  • ITSM 2020: How to Develop Your 3-Year Roadmap
    ITSM 2020: How to Develop Your 3-Year Roadmap Jarod Greene, VP of Service Management Strategy Recorded: Dec 6 2017 49 mins
    It sounds far away, but 2020 is just around the corner. Is your IT organization prepared with a roadmap that positions you and your team for success? Join Jarod Greene, former Gartner ITSM analyst and Vice President of Service Management Strategy at Cherwell Software, for a compelling look at the single most influential trend shaping the future of ITSM—artificial intelligence (AI)—and what the most successful IT teams are doing right now to prepare.

    In this webinar, we’ll get past the hype and get down to business, showing you how to build a 3-year ITSM roadmap that positions you and your team for future success with AI. You’ll learn:

    * Types of AI-driven technologies and services that will proliferate the workplace over the next 3-5 years

    * Primary ways the service desk must evolve in order to embrace these next-gen technologies

    * Five prerequisites for a solid AI foundation, and the order in which they should be implemented

    * Capabilities your ITSM platform must support in order to take advantage of AI
  • Ultimate Guide for Apple Management
    Ultimate Guide for Apple Management Nick Thompson, Product Manager, Jamf Recorded: Nov 30 2017 27 mins
    Mac and iOS devices are popping up everywhere, including your organization. Why? Executives and creative groups are demanding to use Mac at work. Interns are asking how to get email on their iPhones. What’s an IT admin to do?

    In our webinar, Ultimate Guide for Apple Management, we’ll put your mind at ease and show you how to develop and apply a simple, yet successful strategy for managing Mac, iPhone, iPad, and even Apple TV devices in your organization.

    You’ll learn:

    * Deployment and provisioning tactics for Apple devices
    * Configuration management options and software delivery methods
    * Security considerations for Apple and ways to empower end users