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Help Desk and Support

  • Technology and the Service Desk: Expanding Mission, Expanding Skills
    Technology and the Service Desk: Expanding Mission, Expanding Skills Rae Ann Bruno, David Hayman, and Roy Atkinson (moderator) Apr 25 2018 5:00 pm UTC 60 mins
    Today’s service desks are farther and farther removed from the help desks of yesteryear in which all equipment was standardized and issued solely by IT. Support organizations are struggling more to keep up with the demands of an ever growing population of mobile users using a diverse of devices, applications, systems, and equipment. In fact, of the top five factors causing ticket volumes to rise, new and current technology accounts for four.

    Navigating this ever-changing technology landscape requires an expanding set of skills. In this webinar, Rae Ann Bruno will provide essential training for service and support leaders facing new or in-progress technology implementations.

    You will learn about:
    * How technology impacts the service and support center's current and future role
    * The key technologies needed to run a successful service and support center
    * Best practices for implementing new technologies and building a business case to justify investment
    * Managing the process of tool selection, including needs analysis, demos, evaluation, and selection
  • Employee Service is a Game Changer
    Employee Service is a Game Changer Bob Gardner, David Russell Apr 25 2018 6:00 pm UTC 45 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!
  • Meet the May GDPR deadline – Critical steps to prepare
    Meet the May GDPR deadline – Critical steps to prepare Paul Kendall, Senior Consultant, Advisory Services Apr 26 2018 4:00 pm UTC 30 mins
    The May deadline for GDPR is approaching fast – and companies that don’t have a solution will face stiff fines. Businesses need to understand the different categories of data, how data is stored, how it moves throughout an organization, and what technical measures they need to take to ensure they are compliant.

    In this 30-minute webinar, GDPR-certified expert Paul Kendall will explain:
    - Critical steps to achieve compliance
    - What companies need to protect
    - How to protect data that lives inside the EU and how to access that data outside the EU
    - Why Forcepoint's GDPR solution is unique
    - What different data breaches mean for GDPR fine activity and how to minimize your chances of losing data
  • ITIL® is by no Means Idle! Get Ready for Some Changes!
    ITIL® is by no Means Idle! Get Ready for Some Changes! Darren Arcangel - Sr. Principal Services Architect, CA Technologies May 1 2018 3:00 pm UTC 60 mins
    IT has been changing, and continues to do so, in reaction to technology advances and digital transformation. Terms like “application economy” and “modern software factory” have become commonplace in IT strategy discussions. At a more practitioner level, IT has added practices or methodologies like Lean, Agile and DevOps to its arsenal, adding to the constructs set in place with ITIL® to make organizations more effective. Watch this webcast to learn about guiding principles of change, agile sprints, creating an end-to-end operating environment, continuous delivery software pipeline, push-button deployment and KPIs, and how they are impacting ITIL’s evolution in conjunction with these Lean, Agile and DevOps practices.
  • Master the Art of Zero-Touch Deployments
    Master the Art of Zero-Touch Deployments Nick Thompson, Product Manager, Jamf May 1 2018 6:00 pm UTC 30 mins
    With imaging taking a back seat to the new era of zero-touch deployment, IT can now successfully deploy Mac, iPad and iPhone to users directly without ever having to open the box. Apple’s deployment programs enable zero-touch deployment by automating enrollment and configuration from a central location — eliminating the need to ever physically touch the device.

    In our webinar, Master the Art of Zero-Touch Deployments, we will demystify Apple’s deployment programs and walk through what it takes to implement these programs in your organization.
    We’ll cover:

    •An overview of Apple’s deployment programs
    •The benefits of zero-touch deployment
    •How to accomplish zero-touch deployment for macOS and iOS
  • Why Put People First in Service Management? It's The Only Winning Formula
    Why Put People First in Service Management? It's The Only Winning Formula David Breston - Principal Consultant, Virtual Clarity & Karen Ferris - Director, Macanta Consulting May 4 2018 7:00 am UTC 60 mins
    We have been saying 'people are our greatest asset' for eons. But have we really demonstrated it?

    When organisations are undergoing change that is volatile, uncertain, complex and ambiguous and we need people to change at a velocity never known before, putting people first is an imperative.

    If organisations don't do this they will very quickly cease to be relevant in this world of increasing disruption.

    In this webinar, Karen Ferris and Daniel Breston discuss why the people side of change is so important and how the organisational change management landscape has changed.
  • Speech Analytics Showcase: Stories from the Trenches
    Speech Analytics Showcase: Stories from the Trenches Chris Lawson, Managing Partner, Lawson Concepts and Scott Bakken, CEO, MainTrax May 8 2018 6:00 pm UTC 60 mins
    Learn how speech analytics can yield vast improvements in efficiency and sweeping cost reductions for your enterprise. Regardless of speech platform, the path to success doesn’t have to be overwhelming.

    Join in the discussion with our speech analytics experts, Scott Bakken and Chris Lawson, as they reveal the results of our CCNG survey, "Putting Speech Analytics to Work in The Contact Center".

    Hear stories from the speech analytics trenches about organizations that have achieved success, as well as those who have struggled and why. Ask the experts questions ... They will also share:

    Insider tips
    Common pitfalls to avoid
    How to prepare the organization for speech analytics
    Setting realistic expectations
  • ITSM - The Theory of Constraints
    ITSM - The Theory of Constraints James Finister, Global ITSM Strategist, Tata Consultancy Services May 15 2018 10:00 am UTC 60 mins
    James Finister, Global ITSM Strategist at Tata Consultancy Services, prresents his Theory of Constraints overview.

    A logical, analytical way of approaching how systems work and how to improve them, James will run through best-practice tools to help you answer key questions, including:

    What should I change?
    If I change it, what do I change it to?
    How do I implement these changes?
  • Continual Service Improvement Maturity Model
    Continual Service Improvement Maturity Model Robert S. Falkowitz, General Manager of Concentric Circle Consulting May 15 2018 3:00 pm UTC 60 mins
    It is increasingly accepted that an organization will deliver better services by agilely improving in a continual, incremental way. Our continual improvement maturity model, based on case studies of multiple organizations, provides a framework for addressing the issues specific to each team, for motivating team members and for providing management with an objective assessment of the progress being made by the organization.

    Robert S. Falkowitz, General Manager of Concentric Circle Consulting, has over thirty years experience in information technology and service management. His focus over the past 15 years has been in coaching and training on the use of technology to manage services and the optimization of basic work practices, such as flow, using lean and kanban methods.
  • Be ready for the 3am call - 5 ways Major Incident Management can be improved
    Be ready for the 3am call - 5 ways Major Incident Management can be improved ITSM process expert Ryan Schmierer & IT Service Management technology expert Mike Bombard May 15 2018 5:00 pm UTC 45 mins
    Continual Service Improvements and minimizing the impact of Major Incident Management are critical to keeping your business running smoothly and out of the nightly news headlines.

    This webinar, presented by ITSM process expert Ryan Schmierer and IT Service Management technology expert Mike Bombard will explore the role technology capabilities and process improvement can play to improve outcomes.

    Ryan and Mike will discuss lessons learned from a major healthcare company case study and the challenges this company faced in managing major incidents. They will provide 5 things you can do today to improve major incident management and will discuss how by leveraging capabilities from discovery and infrastructure visualization tools will help your staff gain the insights they need to resolve issues quickly and continually make better-informed decisions.
  • The Future of ITSM: The Rise of Automation, Agile, and the User Experience
    The Future of ITSM: The Rise of Automation, Agile, and the User Experience George Spalding, VP, Pink Elephant and Chuck Darst, Senior Product Marketing Manager, Cherwell May 15 2018 5:00 pm UTC 60 mins
    The” Digital Transformation” era is upon us. But, in many ways, this feels tactical in nature. The strategic goal should be “Value Transformation” with ITs business partners. To stay relevant, ITSM must integrate the key principles of Lean, Agile, and DevOps into a vastly improved delivery system that focuses on a single goal, business value -- better services, delivered faster, and for less cost. Join George Spalding, Executive Vice President, Pink Elephant and Chuck Darst, Senior Product Marketing Manager, Cherwell Software as they discuss the next frontier of ITSM.
  • CRM for Marketing
    CRM for Marketing Clare Hordle, CRM Consultant May 16 2018 9:00 am UTC 60 mins
    Deliver the right propositions to the right people at the right time and in the right way using CRM capabilities.

    CRM is increasingly used by the marketing function to help segment customer data, gain insights into customers, track customer journeys, organise resources, manage relationships and create positive feedback loops.

    This webinar covers:

    - Getting accurate data;
    - Improving segmentation and targeting;
    - Co-ordinating marketing efforts;
    - Managing suppliers;
    - Tracking customer journeys;
    - Automating activities;
    - Performance tracking; and
    - Sales and marketing alignment.
  • Demonstrating business value from CSI
    Demonstrating business value from CSI Ian McDonald May 16 2018 12:00 pm UTC 60 mins
    Learn how to use CSI to demonstrate true business value with ITIL trainer and ITSM consultant Colin Rudd.
  • Running IT as a Business
    Running IT as a Business Rob Akershoek, Solutions Architect at Shell May 16 2018 3:00 pm UTC 60 mins
    Rob Akershoek, Solutions Architect at Shell and part of the IT4IT Forum, discuss the challenges and opportunities of running IT as a business. Running IT as a business is more than finances and cutting cost – it’s about IT quality.
  • From Cost Center to Profit Center
    From Cost Center to Profit Center Phyllis Drucker - Consultant, Linium May 16 2018 5:00 pm UTC 60 mins
    Cloud…outsourcing…Platform as a Service…all of these could make IT irrelevant, so how do you prevent this? By providing value every day and by running IT as a Business. Great catch-phrase, but what does it mean? In a nutshell: knowing the services IT is providing, what they cost to operate and whether they provide value, and by staying on the cutting edge of technology even with todays fast pace of change, so that the business you support remains competitive. This webinar addresses the basic building blocks you need to run like a business: defining services and offerings, layering in financial management and charge-backs/show-backs so you understand the costs of these offerings and how to pull it all together in a way that helps you run as a business does, even if it’s only on paper.
  • How to Improve the Future Strategic Status of Your Contact Center
    How to Improve the Future Strategic Status of Your Contact Center Martin Hill-Wilson, Roy Atkinson (moderator), Chuck Ingram May 16 2018 6:00 pm UTC 60 mins
    According to ICMI research, 62% of contact centers believe their organization considers them a cost center. Contact centers have long been misunderstood, plagued by stereotypes, stigmas, and misconceptions. But contact centers of the future are uniquely positioned to fuel growth across the business through product enhancement, customer retention, and employee retention. The strategic contact center of the future won't just focus on people, process, and technology improvements, but products, too. Join us for this webinar to find out how your contact center can use all the customer data at your fingertips to empower smarter business decisions and boost the bottom line.

    In this webinar, you will learn:
    * How to establish processes for capturing, analyzing, sharing and using value-added information across the organization
    * The link between driving strategic value and boosting employee engagement
    * How other contact centers are driving ROI for their business
  • 5 Key ITSM Best Practices You Can Implement Across Your Organization
    5 Key ITSM Best Practices You Can Implement Across Your Organization Joseph Brown Senior Manager, Implementation at Samanage May 16 2018 6:00 pm UTC 45 mins
    For years, IT departments have refined the art of employee services. Although, IT regularly strives for control in a world of chaos, service management strategies have helped IT departments introduce structure, creating efficiency and saving money. IT service management (ITSM) provides the processes and strategies to achieve resolutions as quickly as possible. As organizations gain a firmer grasp on the understanding that their employees are their greatest assets, the inspiration for Employee Service Management is ignited. And, expanding this approach to improve daily service for all employees, across all departments, drives exponentially greater benefits.

    In this webinar, we will discuss 5 ITSM best practices and how they can apply to every department in your organization – all while increasing customer (employee) satisfaction and driving positive business results.

    What we’ll cover:

    1. ITIL - How can other departments benefit from incorporating elements of the ITIL framework that promote continuous improvements to best streamline service delivery?

    2. Knowledge Base - What if your organization had a comprehensive database of articles, resources, and resolutions available for all employees to easily access no matter what department they were submitting a request to?

    3. Self-Service - How about if you had a single portal where employees can submit an IT ticket, facilities ticket, or even a catering request for an event?

    4. Automations - From SLA breach alerts to new hire onboarding requests, wouldn’t it be nice if you could eliminate redundant tasks, set up alerts, and more?

    5. Service Catalog - How can a robust service catalog streamline everyday workflows across departments, like a request for marketing to update the company website?
  • Metrics drive behaviours: How to avoid common IT metric mistakes
    Metrics drive behaviours: How to avoid common IT metric mistakes Steve Morgan, Director, Syniad IT May 17 2018 8:00 am UTC 60 mins
    As organisations seek to improve the quality of IT services, perhaps through SIAM or cloud provisioning, the traditional SLA targets and performance measures we hold dear are no longer appropriate.

    This talk will look at the common pitfalls and make some recommendations as to measures which will drive the correct behaviours in your internal and external support teams.
  • IT Monitoring and Metrics with Ryan Schmierer
    IT Monitoring and Metrics with Ryan Schmierer Ryan Schmierer May 17 2018 2:00 pm UTC 60 mins
    Learn which metrics are best for demonstrating business value, and how to monitor them.
  • Use value-stream thinking to define metrics and Automation to improve processes.
    Use value-stream thinking to define metrics and Automation to improve processes. Troy DuMoulin VP, Research & Development, Pink Elephant & Vincent Geffray Senior Director, Product Marketing, Everbridge May 17 2018 6:00 pm UTC 60 mins
    Today’s digital businesses face more complex threats than ever before. These range from IT services failures, application latency and outages to performance and security issues, none of which your customers will tolerate. They expect services and applications to be available 24/ 7, wherever they are, and from any device. With these digital offerings increasingly at the core of your business, ensuring good quality service must be your top priority. Therefore solving IT issues as quickly as possible is essential.

    You’ve adopted ITIL and ITSM best practices and your IT teams use lots of point solutions and processes, but are your business users getting the full value of IT? How do you make improvements? Based on what metrics? Are your processes fully integrated? Are the cross-functional teams fully collaborative? How do you measure performance?

    In this webinar, Troy DuMoulin, Vice President of Research and Development at Pink Elephant, and Vincent Geffray, Senior Director of Product marketing at Everbridge will explore:

     How to deliver on four seemingly contradictory objectives: innovation, speed, security, and compliance
     Value-stream thinking vs. framework thinking
     Lean IT and Incident Response Automation to improve end-to-end performance
     Applications for ITSM, DevOps, and agile development
  • Mastering IT Metrics
    Mastering IT Metrics Quentin McPhee, Implementation Manager, Vivantio May 17 2018 7:00 pm UTC 60 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.

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    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.