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  • We Don't Need Another IT Hero
    We Don't Need Another IT Hero Doug Tedder, Principal, Tedder Consulting Recorded: Apr 27 2017 28 mins
    •Do you have a 'hero' on your ITSM team? You know the 'hero' – it's that person who always seems to make the "game-changing catch" as they complain about doing it. It's the person who doesn't share knowledge, yet doesn't understand why no one else knows what he or she does. Doug Tedder, ITSM consultant, will help you uncover:

    * the symptoms and impacts of the 'hero'
    * what allows the hero to exist in the first place.
    * tips to change how your IT team is working within your overall business.

    About the Presenter:

    Doug Tedder is the principal of Tedder Consulting LLC, an ITSM and IT governance consulting practice. Doug is a strategic, innovative, and solutions-driven service management professional with more than twenty five years of experience across a variety of industries. He is a resourceful, pragmatic, and hands-on leader with a proven track record of success implementing ITSM processes, focusing on value delivery and organizational transformation.

    Doug is a Fellow in Service Management (FSM), an ITIL Expert and v2 Service Manager, and a certified ISO/IEC 20000 Consultant Manager. He holds all of the ITIL Capability certificates, and he’s a certified ITIL Foundation trainer. As an active volunteer within the ITSM community, Doug is a frequent presenter at industry user group meetings, webinars, and conventions. He is also a former president of itSMF USA.
  • Create a New ITSM Service Offering In Minutes!
    Create a New ITSM Service Offering In Minutes! Micah Garside-White, Solution Architect Recorded: Apr 26 2017 42 mins
    IT Service Management has been too complex for far too long.

    Join us for 45 minutes and see how the ServiceAide ITSM platform provides an easily customizable, code free solution for your Service Management needs - accessible in minutes!

    During this 45-minute webinar, you'll learn:

    1- The philosophy behind ITSM
    2- Understand the value of ITSM
    3- Start your first ITSM processes in minutes
    - Create a service
    - Structure data and load them
    - Configure processes


    Micah Garside-White is Solutions Architect at ServiceAide, working on Service Management solutions for clients of every size, from multinational with 30,000 active users to start-ups.
  • How IT Can Influence Business Users in the Age of Consumer IT
    How IT Can Influence Business Users in the Age of Consumer IT Jarod Greene, VP of Product Marketing, Cherwell Recorded: Apr 19 2017 49 mins
    IT Consumerization—the blending of personal and business use of technology, devices and applications —presents IT organizations with both a challenge and an opportunity. The most strategic weapon IT has at its disposal is the IT service desk, the interface between business users and the IT services the organization provides.

    This webinar will discuss:

    * How IT organizations can modernize the business’s customer support and technical experiences,

    * Shine the light on shadow IT to ensure value is created,

    * Protect and improve the overall perception of IT within the business.
  • Stop Problems Bouncing Between Support Teams
    Stop Problems Bouncing Between Support Teams Paul Offord Recorded: Apr 19 2017 27 mins
    The demand for increasingly sophisticated IT applications is leading to complex systems that are interconnected with other complex systems. This in turn is driving an increase in the number of difficult performance and stability problems.
    The cause of such problems is often hard to determine, which makes it difficult to allocate the problem to the correct technology team. Consequently, the problem bounces from team to team, as each in turn ‘proves’ that their technology is not at fault.
    More often than not, some of the technical support teams involved are from service providers, and so rather than a problem just bouncing between internal teams, it bounces between commercial organisations. This can result in disputes with circular behaviour driven by the need to avoid reputational and commercial damage.
    Unfortunately, problem management doesn’t provide the solution. Whilst problem managers may coordinate the troubleshooting activity of multiple technical support teams, these teams operate in silos. This paper explains why a siloed approach is ineffective when investigating difficult performance and stability problems.
    Some organisations are aware of these potential issues and are tackling them by creating service-orientated Cross-technology Troubleshooting Teams (CTT).
    In this webinar, we outline the need for a CTT, the benefits it delivers, its structure and strategies to optimise its effectiveness.
  • ITSM Evolution: The Journey to Enterprise Service Management
    ITSM Evolution: The Journey to Enterprise Service Management Eveline Oehrlich, Forrester Recorded: Apr 13 2017 49 mins
    Digital business requires an integrated approach to delivering services. The journey from IT service request management to enterprise service management is challenging organizations of all sizes and maturity levels. The traditional IT service catalog is becoming the enterprise service portal, providing access to services, apps, resources, and support. Self-service and automation must blend with higher-touch collaborative interactions and expert support in an end to end flow. Predicting when routine interactions are about to escalate is increasingly essential. Ultimately, a customer-led, data-driven, well-designed experience is needed, to support the high performing digital professional and their team.

    This session will cover.

    - The maturity journey for service management organizations
    - The evolution from IT to enterprise service management
    - The promise of predictive analytics in supporting the customer journey
  • The difference between Agile PPM and agile PPM – and why you need both!
    The difference between Agile PPM and agile PPM – and why you need both! Steve Romero, Romero Consulting Recorded: Apr 12 2017 45 mins
    Agile development methodology is critical to almost every organization that relies on software development to achieve their enterprise strategy. Companies of every shape and size now rely heavily on agile development projects and programs to quickly and assuredly deliver new products and services to their customers.

    Initially viewed as antithetical to project governance, organizations must recognize agile efforts require the power of project and portfolio management (PPM) to assure agile projects realize enterprise strategic objectives. This webcast will describe the multiple dimensions of “Agile PPM” and what organizations need to do to enable PPM agility in their Agile world.
  • How to Transform Meetings and Dramatically Improve Business Outcomes
    How to Transform Meetings and Dramatically Improve Business Outcomes Rick Lansky, Co-founder, Instant Agenda (CA Accelerator), CA Technologies & Michael Ball-Marian,Co-founder ,Instant Agenda Recorded: Apr 12 2017 47 mins
    We're wasting 15% of our at-work time and we're almost completely ignoring it.
    Most of us hate meetings. At best, meetings are considered a necessary evil. If the meetings are so terrible, why not stop them? If they are so necessary, lets make them highly effective!

    We’ve spent billions over the past several decades to improve the agility and effectiveness of our development practices and management. As knowledge workers, we spend over 30% of our time in meetings. Surveys show 50% or more of that time is wasted. Why have we virtually ignored meetings as a target for transformation and agility? We'll demonstrate how to dramatically improve business outcomes across your entire organization by applying Agile principles and practices to your meetings.



    *In accordance with its Privacy Policy, CA Technologies may disclose your registration information with its partner(s) which assist with this presentation. For more information about CA’s disclosure practices, please visit the CA Privacy Notice here http://www.ca.com/us/privacy.aspx.
  • 2017 Pulse of the Profession®: Success Rates Rise
    2017 Pulse of the Profession®: Success Rates Rise Tricia Cabrey, Market Researcher, PMI Recorded: Apr 12 2017 32 mins
    PMI’s latest Pulse of the Profession® research suggests a positive change in the way organizations are managing projects and programs. At the same time, the definition of success is evolving, and the ability of projects to deliver what they set out to do—the expected benefits—is just as important as the traditional measures of scope, time, and cost. This presentation will review PMI’s latest findings of how organizations are becoming more mature with their project practices and what factors they are investing in that distinguish more successful project performance.
  • Optimize Your PPM Journey with CA Services
    Optimize Your PPM Journey with CA Services Bryan Reid, Sr. Director, Practice Services, CA Technologies Recorded: Apr 12 2017 49 mins
    Learn what is working, and what has changed in how you implement and grow adoption of CA PPM successfully. This session is focused on sharing best practices, tools and techniques to help you achieve your business outcomes weather you are a new or advanced user. Some of the discussion topics will include: On-Premise vs. SaaS? When can a 'Value Realization Roadmap’ or ‘Maturity Assessment Plan’ help me and how do I get one? Can anyone help me, now that I have ‘customized’ too much?
  • Why your business needs an enterprise-class chatbot
    Why your business needs an enterprise-class chatbot Jordi Torras, CEO, Inbenta Recorded: Apr 12 2017 50 mins
    Tens of thousands of chatbots were built and launched last year. Most of them failed. Yet chat remains the number one way customers want to talk to brands, and they often want to talk when customer service teams are offline.

    In this presentation, we'll cover:

    - The criteria needed to deploy an enterprise-class chatbot, one that yields effective business results.
    - Natural language processing technology and machine learning.
    - Approaches to integrate with your existing systems and knowledge bases.
  • Lean! Agile! DevOps! So, Who Needs ITIL and ITSM Anyway?
    Lean! Agile! DevOps! So, Who Needs ITIL and ITSM Anyway? George Spalding, Pink Elephant Recorded: Apr 12 2017 49 mins
    Lean, Agile, DevOps, ITIL and ITSM. Five powerful IT process domains all competing for your attention and budgets. Do we really need them all? Do we even need to pay attention to them? If so, do they play well together? This session will explore these questions by taking a look at each of these domains, exploring their commonalities and differences. But most important, this session will provide you with ideas on where the synergies lies that you need to exploit to stay on top of your ITSM game.
  • Creating Digital Businesses
    Creating Digital Businesses Jim Tremlett, Agile Advisor, CA Technologies Recorded: Apr 12 2017 50 mins
    The third wave of agility has begun – business agility (Wave 1: agile, Wave 2: scaled agile, Wave 3: business agility).The transformation of enterprises to digital businesses is leading this third wave. In this talk, we’ll discuss what this “digital transformation” entails.

    As evidenced by attendance at the recent, inaugural Business Agility Conference in February, this transformation is most acutely felt in the digital arms of traditional banks and financial services companies were rapidly changing customer expectations and competitive pressures from fintech start-ups are driving the transformation.
  • The Many Faces of IT Service Support in a DevOps Context
    The Many Faces of IT Service Support in a DevOps Context Roy Atkinson, HDI Recorded: Apr 12 2017 53 mins
    According to industry analysts, as much as 75 percent of the U.S. workforce will be mobile by 2020, and many will be using their own technology, under BYOD policies. This means that service desks must respond to a wide range of issues and requests, and do so more rapidly than ever, for a wider array of technologies.

    HDI research tracks twelve major channels for support with newer channels such as mobile app, text message, social media, and system-generated tickets (auto logging) becoming more popular year-over-year, while traditional phone and email channels have dropped in popularity.

    These changes, along with the continuing trend of consumerization (expecting business IT to be friendlier and more responsive, like consumer products and services), mean that support needs to pay more attention to and cooperate more closely with all the other IT teams, including application developers and system administrators. The culture of support needs to move toward more agility and velocity, and thus has a good deal to learn from DevOps and Agile methodology.

    In this session, HDI writer and analyst Roy Atkinson will explain how:
    •Changing customer behaviors and preferences require new ways of measuring support success
    •DevOps positively impacts the ability of support (HDI research)
    •Contact trends and channels will continue to change into the future
    •Automation can assist and accelerate support
  • ServiceNow 101: The 3 Crucial Powers of ServiceNow
    ServiceNow 101: The 3 Crucial Powers of ServiceNow Ellen Daley, Ross Rexer Recorded: Apr 12 2017 33 mins
    Join Acorio’s leadership team members: CEO, Ellen Daley, and Vice President, Ross Rexer for an online web clinic on Wednesday, April 12th, 2017, 1:00 PM EST. They'll offer real-world examples of the three major ways the platform can add value to your business.

    What You'll Learn:
    - Satisfy the high expectations for speed and visibility among your customers, employees, and partners;
    - How to go beyond low-hanging fruit and pick worthwhile opportunities and predict long-term growth areas
    - Real-world examples of companies revolutionizing IT Service Management, and visualizing transformative data and reporting.
  • ITAM Agility Enables Business Agility
    ITAM Agility Enables Business Agility Keith Rupnik, IAITAM Recorded: Apr 12 2017 46 mins
    IT asset management’s focus is on the business administration of IT assets and has proven critical to managing the financial, contractual and risks associated with IT assets. But can ITAM be agile? How does an agile business benefit from agile ITAM? Is ITAM critical to the success of an agile business strategy? This session will describe what an agile ITAM program looks like and why an agile business strategy requires an agile ITAM program.
  • What is Business Agility?
    What is Business Agility? Stephen Denning, Thought Leader and Author Recorded: Apr 12 2017 50 mins
    Business agility is an increasingly common theme discussed in organizations, but what is it? Research has shown that there are three laws or principles found across all agile organizations:

    • The law of the customer: An obsession with delighting customers by continuously adding value for customers and users, as well as a recognition of the current need to generate instant, intimate, frictionless value at scale.

    • The law of the small team: Big difficult problems need to be disaggregated into small batches and performed by small cross-functional autonomous teams, working iteratively in short cycles in a state of flow, with fast feedback from customers and end-users.

    • The law of the network: A recognition that, to achieve full business agility, the whole organization needs to embrace the entrepreneurial mindset.

    Pursuit of all three laws is key to sustaining business agility. Individually, none of the observed management practices are new. What is new and different is the way that the management goals, practices and values constitute a coherent and integrated approach to continuous innovation, fueled by a pervasive entrepreneurial mindset.
  • Accelerating Customer Value in the App Economy
    Accelerating Customer Value in the App Economy Dennis Drogseth, EMA Recorded: Apr 12 2017 45 mins
    The primary challenge facing organizations in the App Economy is delivering more value to customers faster than the competition. To achieve optimal value, organizations need to examine the entire Software Development Lifecycle (SDLC) and the value that it delivers across its phases. True customer value is achieved when all teams in the chain are aligned and supported by end-to-end services and solutions.

    Join Dennis Drogseth from Enterprise Management as he explore why successful agile enterprises start with the people first; collaborative, empowered teams that build and deliver the right products to customers quickly.

    Attend to learn how to:

    • Empower the seamless management of services, projects, products, people, and financials
    • Drive both service desk productivity and business-user satisfaction with collaborative self-service, automation, and change management capabilities
    • Enable planning, prioritization, and tracking of the work that needs to be done and Continuous Delivery, providing automated test and release functionality to speed delivery
  • Is Your Information Actionable?
    Is Your Information Actionable? Amy Skaar, CA PPM Practice Director, WinMill Software and Doug Kalkowski, Sr. CA PPM Consultant Recorded: Apr 12 2017 47 mins
    The numbers don’t lie…. Or do they? How can you tell? CA PPM provides companies with a wide variety of features and functionality to improve project performance, resource utilization and portfolio management, but how can an organization know if the data they are viewing is accurate? As the old saying goes, garbage in, garbage out.

    In this course we will dig into the numbers and help you determine if your data is telling the whole story. We will dive into what metrics matter and how you can provide your managers with the tools they need to ensure they are telling the right story. Proper data analysis can help determine if current work processes need adjusting, if additional training is needed, or if the right people are working on the right things. We will give you some ideas of things you can do immediately to spot data inconsistencies, and to improve data quality.

    In this session we’ll cover:
    • Identifying what information matters
    • How to measure the data
    • How to determine the quality
    • Tips and tricks to spot poor data
    • Tools that can be put in place to improve quality


    *In accordance with its Privacy Policy, CA Technologies may disclose your registration information with its partner(s) which assist with this presentation. For more information about CA’s disclosure practices, please visit the CA Privacy Notice here http://www.ca.com/us/privacy.aspx.
  • GitHub Driven Project Management
    GitHub Driven Project Management Andrew Homeyer, Waffle.io Recorded: Apr 12 2017 44 mins
    Engineering teams are empowered to adopt the tools and products that help them succeed, like GitHub and GitHub Enterprise. What does that mean for your project managers, who still need insight into what work is being done, but engineers are frustrated by status updates? At Waffle, we’re reinventing how project management works by building it for engineers first, and still enabling management to track status and make decisions. Learn from our experience helping thousands of teams adopt modern agile project management methodologies without making it harder to actually get work done.

    In this session you will:

    • Be challenged to re-think how you define engineering team success
    • Learn the concept of DevPM and how it relates to rapidly delivering customer value
    • Learn how some of the most productive and innovative engineering organizations in the world think about project management
  • ITSM Advice: Getting Self-Service Right and Increasing Adoption
    ITSM Advice: Getting Self-Service Right and Increasing Adoption Stephen Mann, Principal and Content Director, ITSM.tools Recorded: Apr 12 2017 48 mins
    Many IT organizations are still struggling to achieve self-service success. Well, to be more precise, they are still struggling with end user adoption of their newly deployed self-service capability.

    Why? Some causes relate to not truly understanding end user wants and needs, and issues with organizational change management (or the lack of it). But IT self-service, and every other offered service, is not provided in a vacuum - with end users’ expectations increasingly influenced by their often-superior consumer-world experiences. These consumer-world-driven expectations also apply to other organizational service providers, such as HR and facilities, making the approach to self-service capability delivery a company-wide issue whether part of an enterprise service management strategy or not.

    This webinar will talk to the state of self-service success, the common issues experienced with IT self-service initiatives and what can you do to avoid them, and other good practices to employ both pre- and post-self-service go-live.

    In accordance with its Privacy Policy, CA Technologies may disclose your registration information with its partner(s) which assist with this presentation. For more information about CA’s disclosure practices, please visit the CA Privacy Notice here http://www.ca.com/us/privacy.aspx.
  • (Good) Agile Portfolio Governance
    (Good) Agile Portfolio Governance Sebastien CHAPUT, Associate Director, CoPrime Recorded: Apr 12 2017 41 mins
    Agile" methodologies are today an essential approach to help companies operate their Digital Transformation. Benefits are evident: faster execution, agility, accuracy, increase of the alignment to the business needs.

    However, even if the « Agile » approach is spreading into the organizations, it doesn’t fit always naturally with the existing ecosystem: silos, lack of global monitoring of projects portfolios, and sometimes of a strategic vision on investments are challenges companies have to face to increase the value of their investments.


    *In accordance with its Privacy Policy, CA Technologies may disclose your registration information with its partner(s) which assist with this presentation. For more information about CA’s disclosure practices, please visit the CA Privacy Notice here http://www.ca.com/us/privacy.aspx.
  • ITSM: A valuable digital transformation component
    ITSM: A valuable digital transformation component Adam Holtby, Ovum Recorded: Apr 12 2017 49 mins
    Digital transformation is, undoubtedly, a hot topic and an area of significant interest to organizations across the globe. It's important to remember that digital transformation means different things to different organizations and encompasses many different themes and considerations. There are, however, common areas that are imperative to any digital transformation effort. This webinar will draw upon Ovum data and analyst insights and discuss the digital transformation elements deemed important by businesses and how ITSM capabilities can help support them.
    In this webcast you will learn about:

    •What does it mean to digitally transform and why is it such a hot-topic at present?
    •What are organizations prioritizing when it comes to digital transformation?
    •How ITSM can support organizations in executing against digital transformation objectives.
    •Why ITSM capabilities and practices are becoming more widely embraced in other business areas.
  • ServiceNow Innovation in 2017: The Hype vs. Reality | ITSM Midwest Lunch & Learn
    ServiceNow Innovation in 2017: The Hype vs. Reality | ITSM Midwest Lunch & Learn Ross Rexer, Eric Smith, Dave Kruchten, Meghan Lockwood Recorded: Apr 11 2017 61 mins
    Join Acorio's Vice President, Ross Rexer, and Midwest Sales Manager, Dave Kruchten to learn how organizations are modernizing their IT Services with ServiceNow's best-in-class cloud-based ITSM.

    What You'll Learn:

    - ServiceNow's power to transform businesses
    - How to go beyond low-hanging fruit and pick REAL opportunities
    - Real-world examples of companies revolutionizing IT Service Management
  • Zero breach Tolerance: Earliest protection across the attack lifecycle
    Zero breach Tolerance: Earliest protection across the attack lifecycle Adrian Sanabria, Senior Analyst at 451 Research, & Mike Nichols, Director of Products at Endgame Recorded: Apr 4 2017 55 mins
    Enterprise security teams are facing numerous challenges because of evolving threat vectors bypassing existing technology, deluge of alerts, and lack of skilled resources to stop advanced threats. Even if enterprises have a budget to bring in outside incident response and forensics teams to stop the bleeding, by then, damages and loss have already occurred.

    Security teams must change the shape of their security program to stop threats at the earliest and all stages of the attacker lifecycle. Join 451 Research Senior Analyst, Adrian Sanabria, and Director of Products at Endgame, Mike Nichols, talk about how earliest protection can change the shape and outcome of an enterprise security program.
    This talk will outline strategies for:
    •Prioritizing the alerts and events that really matter
    •Identifying parts of the investigation workflow that can be automated
    •Building a detection methodology that creates confidence and continuously improves defenses
  • Deliver Great Service Any Time, Any Place
    Deliver Great Service Any Time, Any Place Richard Graves Recorded: Mar 30 2017 47 mins
    Join us for a 45 minute webinar and learn how Cloud Service Management from ServiceAide™ will help your organization provide better IT Service Management with powerful Mobile apps.

    Work from anywhere with the full effectiveness of the IT Service Management on any device.

    In this informative session we will demonstrate how agents can manage their queue to act on tickets and approve changes from anywhere using the Cloud Service Management mobile app that greatly improves mean time to resolution (MTTR) and overall agent efficiency, so your company can deliver faster, better, and smarter service.
  • Knowledge17 Sneak Peek: Our Best of ServiceNow
    Knowledge17 Sneak Peek: Our Best of ServiceNow Ellen Daley, Adam Mason, Carleen Carter, Meghan Lockwood May 2 2017 5:00 pm UTC 60 mins
    Knowledge17, ServiceNow's biggest event of the year, is just three weeks away. Join Acorio's Leadership Team on a panel discussion of what to expect at the fastest-growing enterprise cloud company's annual conference.

    We will fill you in with highlights of our Customer's center stage presentations, new technology and innovations, key success stories since last year, and the main themes they expect ServiceNow leadership share.

    This year's K17 theme is experiencing IT, Customer Service, HR & Security at Lightspeed. Get a head start on your competition by getting the inside scoop before you even reach the plane.

    - Preview main stage presentations by Acorio and clients
    - Sneak Peek at our new demo
    - Five tips to get the most out of your K17 experience

    And be sure to visit us at Booth #419
  • What is a Call Storm and How Do We Prevent one?
    What is a Call Storm and How Do We Prevent one? Vincent Geffray and Roy Atkinson May 16 2017 5:00 pm UTC 60 mins
    What’s going on? How long will this last? What should we be doing about it? If you’ve ever had a major incident impact users throughout your organization, chances are you’ve heard those questions before. Your IT team may already be trying to diagnose and correct the issue, but the questions just keep coming…

    Customers and end users just want to make sure you’re aware of the issue. But when hundreds—even thousands—try to contact the service desk, it’s referred to as a call storm. And the inability to properly weather it increases the urgency end users feel.

    HDI’s Roy Atkinson and Everbridge’s Vincent Geffray have successfully navigated through their fair share of call storms. In this interview-style webinar, they’ll show you how you can too—and even share ways to prevent them from happening in the first place.

    What you’ll learn:
    - What creates a call storm
    - Ways to rapidly communicate to all users
    - How to optimize incident management to reduce MTTR and mitigate call storms
    - Using technologies to target and verify communications
    - Preventing future call storms

    Who should attend:
    - Support center managers who need to know how to handle major incidents and outages
    - IT directors who want to better understand available means of communication, even in an outage
    - Anyone in IT service and support wanting to improve the performance of their support center when outages happen
  • Panel: 5 Steps to Building a Killer Service Catalog
    Panel: 5 Steps to Building a Killer Service Catalog Erika Flora, ITIL Expert, Principal, Andy Rivers, ITIL Expert, Senior ITSM Advisor, Lindsey Semon, Comm Lead, BEYOND20 May 17 2017 3:00 pm UTC 45 mins
    Ah, the Service Catalog. Every organization needs one, but few have one they truly love. It sounds so easy, doesn’t it? Create a menu of IT services, then communicate said menu to your customers. Done!

    Sadly, the above scenario is a rare one. While most of our organizations have some semblance of a Service Catalog, it’s often a bit of mess, hasn’t been updated in a while, or lives in a perpetual state of almost done. If any of this sounds painfully familiar to you – or if you fall into the camp of not having a Service Catalog at all – be not afraid!

    Why not? Because the BEYOND20 Catalog Doctors are here to help (trust us, *we’re doctors)! We’ve seen it all, and have helped strategize, design, and build countless Service Catalogs over the years. Our panel of catalog experts (or **doctors) will be sharing their knowledge, recommendations, and practical advice on how to quickly build a Service Catalog both you and your customers will love - with as little pain as is humanly possible.

    *This is patently false. It couldn’t possibly be less true.

    **Not doctors. Can’t stress it enough.
  • The Compelling Case for 'Swarming': an Intelligent Alternative to Tiered Support
    The Compelling Case for 'Swarming': an Intelligent Alternative to Tiered Support Paul M. Dooley HDI Faculty Member, ITIL Expert Optimal Connections, LLC May 17 2017 5:00 pm UTC 45 mins
    The business and IT landscape is changing in significant ways...

    - Business are demanding continuous delivery of new and improved application functionality, as well as performance

    -To help meet this demand, new emerging best-practices such as Agile and DevOps have arrived on the scene, delivering continuous software changes into the live environment

    -The trend toward self-service continues, enabling end users to handle most of the simple issues themselves - engaging the service desk only when complex issues arise

    -Support issues are becoming increasing complex, driving the need for collaboration, and knowledge sharing across IT functional groups (many of which remain "siloed")

    -Customer and user expectations are rising in terms of higher uptime, and faster resolution to any issues

    Nevertheless, many IT organizations and support center continue to implement the traditional "tiered support model" in their service desk and support centers, composed of ...

    Tier 1 - the front line support team of generalists that tries to resolve most issues

    Tier 2 - a second line of specialists that tries to resolve the rest

    Tier 3 - a third line of very specialized developers, technicians, and
    supplier that deal with the most complex issues

    As a result of the dynamics in the changing business and IT environment, the tiered support model - although it has worked and been very popular over the past 30 years - is now coming up short. Many issues end up backlogged in ticket queues, resolution times drag out, costs continue to rise due to the magnitude of escalations, and customer/user satisfaction suffers.
  • 5 Ways to Improve the IT Service Desk for a Better End User Experience
    5 Ways to Improve the IT Service Desk for a Better End User Experience Stephen Mann Principal Analyst, ITSM.tools & Jaime Spector Product Marketing Manager, SunView Software May 17 2017 6:00 pm UTC 60 mins
    Many corporate IT service desks continue to be under pressure to deliver better IT support – with end users and customers demanding increased efficiency and a better service, and likely at a lower cost. Service desks can’t afford to stand still, and thus the improvement of their operations, and of IT support overall, should be a crucial part of any corporate IT organization’s strategy and roadmap. It’s a tough ask though – as, after enduring over a decade of budget cuts, finding ways to improve the service desk might appear difficult, especially when operating with limited funding and people.
    Thankfully though, customer engagement and support advancements, including improved support technologies, can provide an easier route to both tangible service desk efficiencies and customer-facing improvements. So please attend this webinar for practical help with five opportunities to improve your service desk operations, and the value it ultimately provides to their business, across:

    1. Meeting consumer-world-driven expectations of access and communication channels (and the people involved within them)
    2. Offering knowledge management capabilities that actually work (for end users and service desk agents)
    3. Increasing employee self-service adoption and value
    4. Automating wherever possible (including the use of machine learning)
    5. Getting more out of your ITSM solution (or investing in one that delivers more)

    About The Presenters:

    Stephen Mann
    Principal Analyst, ITSM.tools

    Stephen Mann is Principal and Content Director at the ITSM-focused industry analyst firm ITSM.tools. Also an independent IT and IT service management marketing content creator, and a frequent blogger, writer, and presenter on the challenges and opportunities for IT service management professionals.

    Jaime Spector
    Product Marketing Manager, SunView Software
  • Connecting Metrics to Business Value
    Connecting Metrics to Business Value Anthony Orr, ITSM Best Practice Director, ITIL 2011 Author, Samange May 18 2017 3:00 pm UTC 45 mins
    Many organizations struggle with defining metrics for business and IT value. Metrics are disconnected from real value in such that after they are defined, no one either pays attentions to them or can make a decision relative to the metrics being reported on. In this session Anthony will discuss how to tie metrics to business and IT value for improved decision making. Including how metrics relate to IT projects and operational efficiency and effectiveness.
  • Into the Future: IT Service Management 2020
    Into the Future: IT Service Management 2020 Jarod Greene, VP of Product Marketing, Cherwell; and Troy DuMoulin, VP of Research and Development, Pink Elephant May 18 2017 6:00 pm UTC 60 mins
    In this live discussion, IT Service Management experts Jarod Greene and Troy DuMoulin will dive into the future of ITSM. Based on insight from 15 IT leaders, they will discuss the top ITSM trends and focus areas that will drive business growth into the future. All attendees will receive a complimentary copy of "IT Service Management 2020," the new eBook featuring expert advice for evolving your ITSM strategy.
  • Top Ten Things to Consider When Implementing a Service Desk
    Top Ten Things to Consider When Implementing a Service Desk Doug Tedder, Principal, Tedder Consulting May 22 2017 3:00 pm UTC 45 mins
    Service catalogs are one of those service desk terms we've all heard of, but some of us do not have the time, resources, or a clear idea of how to create and manage an effective one. With a little bit of thought and planning, the service catalog can become one of the most valuable artifacts of your entire ITSM implementation. Doug Tedder, ITSM and IT governance consultant, will provide:

    * Critical factors to consider before developing your service catalog
    * The top things companies don't think about when thinking about a service catalog
    * Tips to consider before implementing and managing an effective service catalog

    About the Presenter:

    Doug Tedder is the principal of Tedder Consulting LLC, an ITSM and IT governance consulting practice. Doug is a strategic, innovative, and solutions-driven service management professional with more than twenty five years of experience across a variety of industries. He is a resourceful, pragmatic, and hands-on leader with a proven track record of success implementing ITSM processes, focusing on value delivery and organizational transformation.

    Doug is a Fellow in Service Management (FSM), an ITIL Expert and v2 Service Manager, and a certified ISO/IEC 20000 Consultant Manager. He holds all of the ITIL Capability certificates, and he’s a certified ITIL Foundation trainer. As an active volunteer within the ITSM community, Doug is a frequent presenter at industry user group meetings, webinars, and conventions. He is also a former president of itSMF USA.
  • No More Apologies: Mastering Multilingual Service in the Support Center
    No More Apologies: Mastering Multilingual Service in the Support Center Roy Atkinson Jun 20 2017 5:00 pm UTC 60 mins
    Come hear Lionbridge and HDI detail the results of their brand new, 2017 research on multi-lingual support, and share the strategies, metrics, and opportunities that exist for organizations to be more accessible and intentional in their approach to providing omni-lingual support across any channel of service.
  • ITIL Best Practices The Authentic Service Lifecycle
    ITIL Best Practices The Authentic Service Lifecycle Beverly Weed-Schertzer, edifyIT, LLC, Executive ITSM Consultant Sep 21 2017 3:00 pm UTC 45 mins
    ITIL is still relevant and more important than ever to manage
    the business pressures to operate lean and be more agile. ITIL
    is the core foundation to ITSM disciplines to manage the
    “chaos” effectively. In this webinar, learn the inner workings
    of The Authentic Service Lifecycle in relation to DevOps
    concept, and what the term Value Visibility means and why its
    so important to know for ITSM success.


    We will also go over the three fundamental building blocks of
    transformation to achieve the right collaborative model for
    your business.
  • Engage End Users in ITSM  Initiatives to Create Raving Fans
    Engage End Users in ITSM Initiatives to Create Raving Fans Pam Erskine, Principal Consultant & IT Transformation Strategist Nov 16 2017 6:00 pm UTC 45 mins
    Every end user in your company plays a part in successfully helping IT adopt new best practices such as ITIL, SIAM, DevOps, etc. They use the new functionality that it delivered. They experience the delay in resolving a problem. They use a workaround when the IT service isn’t available. The end users are the ultimate beneficiaries of your services. Ignore them when you are implementing best practices and you’ll diminish the value of your initiative. Embrace them and you will improve customer satisfaction and your return on investment. In this session, we’ll explore how you can engage your end users to achieve a stronger result and create raving fans!