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    • Service Desk Consolidation: Lessons from the Trenches
      Service Desk Consolidation: Lessons from the Trenches Jamie Houlihan, Director of IT & Customer Care, Jenny Craig/Curves International; & Jarod Greene, Cherwell Recorded: Nov 9 2017 5:00 pm UTC 36 mins
    • According to a recent EMA study, fifty percent of organizations rely on multiple service desk solutions for IT service delivery and support. Disparate service desks can create a myriad of issues including poor governance and control, licensing and staffing inefficiencies, and an inconsistent and confusing customer experience.

      Join Cherwell and Jamie Houlihan of Jenny Craig/Curves International for a close look at service desk consolidation. Jamie will discuss the consolidation initiative she led when Jenny Craig and Curves International merged, and how her IT team was able to transform its approach to service delivery and elevate the end user experience as a result.

      In addition, you’ll learn:
      * The “why,” the “when,” and the “how” of a successful consolidation project
      * The types of challenges you’re likely to encounter along the way
      * Practical guidance for ensuring a successful outcome

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    • It’s Time to Rethink IT Self-Service: How to Improve the Service Desk
      It’s Time to Rethink IT Self-Service: How to Improve the Service Desk Rich Graves, Director of Product Management @ Serviceaide Recorded: Nov 15 2018 7:00 pm UTC 57 mins
    • Self-service has been a key component of service desks for a decade but has yet to truly deliver the benefits that organizations were hoping for. Although self-service provides value for help desk teams, customers’ experiences often fall short of being satisfying. In fact, in a recent HDI survey, 71% of organizations say that improving customer experiences is a priority.

      This webcast discusses how service management teams can enable better experiences by providing conversational approaches to issue resolution using virtual agents. Luma, an innovative virtual agent from Serviceaide, guides users to create actionable tickets, performs knowledge lookups and streamlines tasks such as password resets, amongst other capabilities. Best of all, Luma is available 24x7 to ensure customers get their issues resolved rapidly anywhere, at any time. Attend this webcast to see how virtual agents can improve customer self-service experiences.

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    • Rescue Your Service Desk with Advanced ITSM Superpowers
      Rescue Your Service Desk with Advanced ITSM Superpowers George Spalding, Executive Vice President, Pink Elephant Recorded: Nov 15 2018 8:00 pm UTC 58 mins
    • Are you sensing that your service desk might be in trouble? There are many threatening issues out there that can wipe out your team if you aren’t careful. But, there are also many evolving ITSM strategies you can incorporate into your service arsenal to become a real hero for your team.

      In this webinar, get lessons directly from the spectacled IT crusader George Spalding, executive vice president at Pink Elephant. You will learn about future service desk superpowers you can use to boost performance like:

      •Enhancing vision with intelligent service KPI reporting
      •Increasing strength with iterative process design
      •Running faster with superior service automation processes
      •Increasing agility by incorporating lean practices

      We look forward to seeing you on the webinar!

      Speaker Info:

      George Spalding,
      Executive Vice President, Pink Elephant

      In addition to co-authoring the ITIL® V3’s Continual Service Improvement core volume, George Spalding was honored with the 2012 Ron Muns Lifetime Achievement Award from HDI and is one of the world’s most insightful and engaging IT Service Management and Support experts. In addition to his extensive commitment to moving the industry forward, George spent several years as a consultant to the White House on technical presentations and White House conferences. He also coordinated technical presentations for members of the President's cabinet, the Smithsonian Institute, and the Federal Bureau of Investigation. George is an ITIL Expert, the highest level in the ITIL certification program, is a regular author of IT articles and white papers, and a frequent presenter at global IT conferences and events.

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    • Agiloft Internal Help Desk - Short Demo
      Agiloft Internal Help Desk - Short Demo Agiloft Recorded: Oct 13 2017 11:50 pm UTC 5 mins
    • Winner of "Best Overall Value" three years in a row, Agiloft Help Desk is top rated by users and analysts alike. Streamline your operations to close tickets faster, improve consistency, and gain actionable insights. With a customizable end user portal, full workflow engine, dashboard performance metrics, and more. Automate assignments and improve efficiency across your entire organization. Trusted by 3+ million users. Start today and see how Agiloft can work for you.

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    • How to Deploy Your Service Desk Seamlessly, Flexibly and Quickly
      How to Deploy Your Service Desk Seamlessly, Flexibly and Quickly Nev Ward and Noel Hopkinson, Senior Solutions Architects Recorded: Jul 24 2018 10:00 am UTC 25 mins
    • While ITSM is often delivered via software as a service (SaaS), businesses today are looking for different deployment options. The world is in flux, and strategies evolve. Businesses using SaaS today may need to migrate to a private cloud in the future. Similarly, some companies have strict security and compliance policies around data sovereignty, making on-premises deployment mandatory. That’s why it’s important to factor deployment flexibility into your evaluation of modern ITSM solutions.

      This webinar will cover:
      1.How Flexible Container Technology provides Portability, Faster Time to Value, and Lower TCO
      2.How seamless upgrades can be achieved in conjunction with Codeless Configuration
      3.How you can now consume new and innovative capabilities with equal speed, whether the solution is on premise, in a SaaS model, or in the public cloud.

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    • 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) Recorded: Apr 25 2018 5:00 pm UTC 61 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

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    • Evolving From A Help Desk To An ITIL Service Desk
      Evolving From A Help Desk To An ITIL Service Desk Phil Day, Chief, NIH IT Service Desk Recorded: Jan 18 2012 7:00 pm UTC 49 mins
    • The National Institutes of Health (NIH) is a very large, multi-faceted organization with a significant IT presence. A ten year veteran of the IT customer support industry, Phil will discuss his organization’s challenges, trials and tribulations, and successes as they evolved from a Help Desk to an IT Service Management focused Service Desk.

      Phil’s presentation covers: the transformation of their very large internal organization – what was the “before” picture and how they determined what needed to change; how they articulated a vision and set objectives; the process of creating buy-in from skeptical IT service partners and customers in adopting the necessary ITIL processes – what worked and why; the process used to select and implement the right tools to support the objectives; steps taken to “cement” a service-based climate and a summary of major improvements made that radically changed IT support.

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    • Intelligent ITSM: The Future of AI-Powered Service Desks
      Intelligent ITSM: The Future of AI-Powered Service Desks Reetu Kainulainen, CEO and Founder of Ultimate.ai and Peter Schneider, VP Products Efecte Plc, Upcoming: Nov 27 2018 1:00 pm UTC 60 mins
    • AI-power your service desks to cut costs, scale output and boost service experience. Augment your service desk agents with AI; support agents with real-time answer recommendations and empower them to respond faster and more accurately, with less effort. Reduce the burden on your agents and automate simple cases and processes entirely in your IT and HR service desks. In this webinar, delivered to you by Efecte Plc. in collaboration with our AI partner ultimate.ai, learn answers to the following questions:
      - What is the role of AI in great customer service experiences of the future?
      - Conversational process automation: what does the fourth generation of process automation look like?
      - What real-life examples are there of service management and delivery enhanced by AI?
      - What do Super Agents look and feel like – in real life?

      Get to know the presenters

      Peter Schneider, VP Products, Efecte Plc

      Peter has been leading the Products Unit of Efecte since June 2014 and is responsible for product management and engineering. Earlier in his career, he has been holding various product management roles for enterprise and communication service provider solutions in Nokia and Siemens. In recent years, Peter has written various expert articles on IT and Enterprise Service Management in publications such as Computerwoche and the itsmf magazine in Germany.

      Reetu Kainulainen-1Reetu Kainulainen,
      CEO & Founder, Ultimate.ai

      Reetu is the CEO and Founder of Ultimate.ai. Based across Helsinki/Berlin, Ultimate.ai provides AI solutions to help enterprises scale their customer service. Ultimate.ai is one of the fastest growing AI companies in Finland and has been named a Top 50 Startup by the European Union. The Ultimate.ai platform AI powers the customer service operations of leading enterprises across the Nordics, Germany and UK.

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    • Taking the Service Desk to the Next Level: An Opportunity for IT Pro's!
      Taking the Service Desk to the Next Level: An Opportunity for IT Pro's! Peter Hubbard & Mike Beckett Recorded: Mar 22 2018 10:00 am UTC 67 mins
    • As our industry transforms and matures, last century standards for cross-team communication become less and less efficient. And in today’s digital world, the tiniest technical glitch can have huge consequences—requiring swift and flawless communication. Whether it’s a datacenter outage, a cyber-attack, an application failure, or a manmade issue, they’re all critical events which support centers need to identify, categorize, and help coordinate cross-functional teams for timely restoration.

      Today, there’s an area where the role of the service desk continues to become more and more strategic when it comes to communication: Critical event management. So when IT hits the fan, will you be prepared to manage critical events? Are you using the right tools? Are you meeting your SLAs and complying with regulations?

      In this conversational webinar, Pink Elephant’s Peter Hubbard and Everbridge’s Mike Beckett explore the challenges faced by modern team structures when it comes to interrupted or complex coordination during unexpected IT downtime events.

      What you’ll learn:
      * The challenges around communication, collaboration, and coordination
      * Why not all incidents are equally important
      * Why the “one size fits all” support model no longer works
      * Solutions, ideas, and takeaways for critical event management

      Who should attend:
      * Support center managers and directors responsible for communications
      * Telecom administrators looking for solutions for rapid communications
      * Service management professionals responsible for business continuity and/or disaster recovery
      * Incident managers
      * Any organization contemplating the adoption of a #DevOps culture
      * IT executives concerned about quality of IT services, response team performance, MTTR
      * Performance managers and auditors

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    • The Service Desk on the Front Lines of Cyber-Resilience
      The Service Desk on the Front Lines of Cyber-Resilience Bob Rice Recorded: Oct 11 2017 5:00 pm UTC 61 mins
    • Don’t be the next news headline!

      Recent theft of business critical information occurred because a Service Desk provided information to a cyber-crook that allowed access to internal business critical servers. The information stolen could impact national security interests.  Why did that happen?  How could it happen? Expensive technology did not stop this breach. How could the Service Desk have been better prepared?

      Security breaches and the theft of intellectual property and personal and financial information are too common. The service desk is KEY to ensuring the early detection of security events and providing the first-line response. So what role should the service desk play in early identification of security events, and how can the service desk best be prepared to respond?

      Are there best practices to provide guidance to develop robust cyber-protection? This session explores cyber-resilience best practices and the impact the service desk plays in response and cyber-resilience.

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