Empowering End Users with a Modern Customer Experience

Elisabeth Cullivan, Product Marketing
The “impersonal” world of self-service has taken over. It has become the preferred method of interaction. At the very minimum an organization must provide equivalent service across all touch-points – telephone, email and web self-service. In fact, it has gone one step further to a demand for cross-touchpoint service. The IT organization must move from a multi-channel approach to an agile approach – regardless of where the request begins, it may finish in another channel.
Aug 7 2012
59 mins
Empowering End Users with a Modern Customer Experience
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IT Service Management

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  • Forty-four states, DC and four territories have adopted the Common Core State Standards (CCSS). This means that school districts across the country are planning for 100% online assessments during the 2014-2015 school year. One of the most important conditions needed for being able to administer online assessments is network infrastructure readiness.
    Attend this 30-minute webinar and join Gavin Lee, Senior K-12 Business Development Manager at Juniper Networks, to discuss the critical network must-haves that all school districts should consider when looking to deploy a robust and supportable network. You will also receive practical guidance on how to get the most out of your network infrastructure and how to best prepare for the CCCSS assessments:
    • Consortia network infrastructure
    • Wired and wireless network capabilities
    • Robust network security
    • Network support readiness
    • Juniper Networks network infrastructure readiness resources
  • This webinar will provide you with two complementary perspectives on Business Relationship Management that will help you achieve true romance rather than ending up in unrequited love!
    Based on recent and ongoing interest in Business Relationship Management, there can be no doubt that BRM is a hot topic. Organizations realize that a better relationship between business and IT will result in more business value from the IT provider’s products and services.
    But how do you achieve this from a provider’s perspective? What kind of knowledge, skills, behaviors and processes do you need? And because the relationship is by definition with the business, what do you expect from your partners on ‘the other side of the fence’? How can you help them to fulfil their side of the bargain?
    After listening to Aleksandr and Mark share their two perspectives, there’ll be ample opportunity for you to join in and contribute to the dialogue - you are most welcome!
  • Join us for a 30-minute live session every Friday, where we’ll tour the RingCentral interface, discuss the latest innovations and features available on the RingCentral platform, and share best practices on leveraging cloud communications for your business. This session features a live demo of RingCentral Office and an open Q&A session led by a Sales Engineer. This week tune in and learn how your employees can hold multi-point HD video meetings around the world, anytime and anywhere with RingCentral Meetings.
  • Join salesforce.com customer kCura as they describe the value of having a communities platform to create frictionless service experiences with law firms, government agencies, and litigation service providers. Learn how a self-service community experience enables customers to help each other and themselves, letting service teams focus on the big issues. All of these benefits ultimately translate into a frictionless and unified experience for all their customers!

    George Orr is the VP of Client Services for kCura. He leads strategic and implementation initiatives designed to enhance the online experience of customers.
  • Over the past several years, ITSM has evolved dramatically. What was considered mature and effective Service Management a short time ago is barely sufficient today. Does this get you thinking about what is next for ITSM and whether your Service Management solution is the one to take you to the next level? Good! Let’s get together and talk about it. We will look at industry best practices, lessons learned and what you should consider in your future plans to get to the next frontier of ITSM.

    Join George Spalding, Executive Vice President of Pink Elephant, as he presents his thoughts about how we got HERE and what he believes are the next best moves to get us THERE – in the future of ITSM. George Spalding won the 2012 Ron Muns Lifetime Achievement Award from HDI, is one of the world’s most insightful IT Service Management and Support experts and has spent several years as a consultant to the White House, the Smithsonian Institute, and the Federal Bureau of Investigation. George is an ITIL Expert, he is a regular author of IT articles and white papers, and is a presenter at global ITSM conferences and events.
  • Over the past several years, ITSM has evolved dramatically. What was considered mature and effective Service Management a short time ago is barely sufficient today. Does this get you thinking about what is next for ITSM and whether your Service Management solution is the one to take you to the next level? Good! Let’s get together and talk about it. We will look at industry best practices, lessons learned and what you should consider in your future plans to get to the next frontier of ITSM.

    Join George Spalding, Executive Vice President of Pink Elephant, as he presents his thoughts about how we got HERE and what he believes are the next best moves to get us THERE – in the future of ITSM. George Spalding won the 2012 Ron Muns Lifetime Achievement Award from HDI, is one of the world’s most insightful IT Service Management and Support experts and has spent several years as a consultant to the White House, the Smithsonian Institute, and the Federal Bureau of Investigation. George is an ITIL Expert, he is a regular author of IT articles and white papers, and is a presenter at global ITSM conferences and events.
  • The Operations Bridge is “the” solution for IT Operations to effectively address the challenges they face when it comes to managing the new style of IT: complex composite applications, virtualized environments, cloud-based services, big data, and a variety of management solutions from different vendors. In this session, you will learn how the HP Operations Bridge solution allows you to take up those challenges and consolidate all your existing IT monitoring solutions, providing a unique solution to maximize efficiency and improve runtime and performance of your IT services.
  • Enterprises are realizing that the opportunity of data analytics is maximum when the data is fresh and represents the "current reality" of operations or customer experience. The business value of data dramatically falls with its age.

    As IT and line-of-business executives begin to operationalize Hadoop and MPP based batch Big Data analytics, it's time to prepare for the next wave of innovation in data processing.

    Join this webinar on analytics over real-time streaming data.

    You will learn about:
    •How business value is preserved and enhanced using Real-time Streaming Analytics with numerous use-cases in different industry verticals
    •Technical considerations for IT leaders and implementation teams looking to integrate Real-time Streaming Analytics into enterprise architecture roadmap
    •Recommendations for making Real-time Streaming Analytics – real – in your enterprise
    •Impetus StreamAnalytix – an enterprise ready platform for Real-time Streaming Analytics
  • Problem Management is a game changer. It is critical in developing real quality in service delivery. However, very few organisations actually get this aspect of ITSM working well.

    This fourth session in the ITSM Goodness series will look at how we spend too much time focussing on efficient ‘fire-fighting’ (Incident Management), rather than looking at avoiding recurrence or eradicating faults altogether - ultimately a better solution for customer and provider alike. Often there are some simple misunderstandings around what Problem Management is or what is required to make it work. Also it can be difficult to find the right people to make Problem Management happen, particularly as it is not a simple linear process that can be ‘industrialised’ like Incident Management. This session provides simple clear guidelines on what is needed and how to make Problem Management work well for your organisation.

    This 8-part monthly series is designed to provide real-time value to newcomers and take to the next level those already familiar with the approach.

    ITSM Goodness is an approach created by Barclay Rae to deliver practical, proven, successful and accessible advice and guidance for ITSM and IT professionals. The focus is clear and simple – on achieving the right business outcomes from IT, and how this is delivered, via the Customer Experience.
  • The foundation of success for any company is an outstanding customer experience, but we all know the journey toward creating an amazing service culture is a challenging one. While a great culture doesn’t happen overnight, it IS attainable (really!) with the right approach. Join Joel Daly, HOSTING’s COO, as he discusses HOSTING’s journey: the obstacles, the companies we admire, and the process we undertook to reach excellent service.
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  • Meet SUI – the new Service User Interface! May 15 2014 2:00 pm UTC 45 mins
    Learn how progressive IT organisations have responded to end-users and customers that demand more from IT. These organisations have delivered a familiar consumerised experience and are delivering services through an IT Store and more. Wizards and widgets are used in a codeless design environment to deliver services as apps – Service catalog, stylised business value dashboards and more.

    The rebirth of the User Interface will be the catalyst through which IT finally bridge the gap with the business; Services delivered will optimise budgets and maximise output and performance. The services delivered will be used by a workflow that is increasingly mobile, the presentation layer (or user interface) will encourage acceptance and in turn the services delivered will drive productivity.
  • Blurred Boundaries - The Consumerization of IT Recorded: Mar 5 2013 41 mins
    The “consumerization of IT” is upon us. Technology has caused a natural paradigm shift that is blurring the boundaries between business and private lives. Fear about security breaches is no longer justification for enforcing rigid technology barriers. IT is being forced to implement policies in order to guide employees while still allowing them the freedom to be creative.

    Are you ready to shift into a new paradigm of IT? Join Benoit Tessier, the Leader of IT Service Management at Domtar, as he discusses their journey to create a collaborative, efficient and responsive environment to support the demands of their progressive and mobile community.
  • Are you Tired of Fighting Fires? Recorded: Mar 4 2013 12 mins
    Are you tired of reactive service management? Join this webinar to find out how to begin the journey toward proactive service management with process integration.
  • ITIL Simplified Recorded: Jan 15 2013 56 mins
    Senior IT executives are being held accountable to better manage the quality and reliability of IT under the pressures of increasing customer demands, technology expansion and regulatory requirements. Standards, such as ITIL, play a very useful role, but do you find yourself asking questions about how to make ITIL successful and sustainable for your organization?

    Join ITIL Expert and ISO/IEC 20000 Manager certified, Russell Stopek, as he shares his knowledge, insight and experience to help clarify the confusion behind the ITIL framework. Russell will help you understand the ITIL framework and guide you to the right ITIL approach to avoid wasted effort. Leave this webinar with an understanding of ITIL implementation best practices and how you can best apply ITIL processes to your organization, avoiding common pitfalls.
  • Improve Business Continuity with EasyVista Configuration Management Recorded: Dec 18 2012 45 mins
    Driven by technology advancements, industry best practices and customer demands, the ever-changing technology landscape make the IT infrastructure increasingly complex to manage. Configuration Management removes the guess work from IT decision making. Without a configuration management database the implication of change is unknown. If you don’t know what your information technology assets are and how they are related to one another, how can you manage, improve and support them? Attend this webinar to find out how EasyVista’s Configuration Management can help you make informed decisions regarding your IT infrastructure.
  • Remove the Guesswork with Streamlined ITSM Data Analysis Recorded: Nov 13 2012 51 mins
    Running your IT organization shouldn’t require guesswork. Informed IT decision-making begins with clean and accurate data. Usable data coupled with reporting, analytics and true business intelligence technology provides the flexibility to explore, manipulate, simulate and analyze trends and patterns, identifying potential risks and liabilities. Join EasyVista and explore how definitive decision-making based on intelligent data will help you streamline operations, improve efficiencies, increase profitability and continually improve your service delivery.
  • ITSM in the Cloud – What You Don’t Know Will Hurt You Recorded: Oct 17 2012 46 mins
    Cloud consumers are becoming savvier by the day, and it’s not just about cost savings anymore. SaaS is about so much more than the basics, it’s about rapid deployment, agility, data privacy, it’s about secure integrations, and it’s about the SERVICE. Whether you need out-of-the- box KPI dashboards and monitoring, true Business Intelligence for simulation and multi-dimension analysis, the ability to benchmark your efficiencies against industry standards or integration with ERP systems like SAP or other mission critical applications, this webinar will discuss the key considerations when evaluating ITSM cloud vendors.
  • Replacing your legacy helpdesk tool - What you need to know Recorded: Sep 18 2012 60 mins
    Are you facing support and maintenance challenges with your legacy helpdesk tool? The rapid evolution of technology coupled with poor service delivery from your current vendor, an expired maintenance contract, a retired solution, expensive and resource intensive upgrades or not seeing your current vendors vision for the future means that it might be time for a change. Stop worrying about your embarrassingly dated or complex solution and focus on your future IT success. Attend this webinar to learn about the latest IT Service Management trends and what you can do to offer more cost effective, reliable and focused service delivery.
  • Empowering End Users with a Modern Customer Experience Recorded: Aug 7 2012 59 mins
    The “impersonal” world of self-service has taken over. It has become the preferred method of interaction. At the very minimum an organization must provide equivalent service across all touch-points – telephone, email and web self-service. In fact, it has gone one step further to a demand for cross-touchpoint service. The IT organization must move from a multi-channel approach to an agile approach – regardless of where the request begins, it may finish in another channel.
  • Whose Problem is it Anyway? Recorded: Mar 21 2012 46 mins
    Problem and incident management are fundamental processes within any service management organization. This session will cover aligning ITIL best practices with problem and incident management implementations to meet quality, cost and other critical service metrics. The real value however is in leveraging a holistic approach to IT service levels, integrating problem and incident management with other IT functions in the IT lifecycle, including IT Asset Management, IT Financial Management and IT Project Management. By tracking and managing problems and incidents across the IT lifecycle, organizations can truly track and measure the real benefits, costs and return on investment of their service management initiatives.
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Codeless ITSM and ITAM SaaS solutions for global enterprises.
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  • Live at: Aug 7 2012 6:00 pm
  • Presented by: Elisabeth Cullivan, Product Marketing
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