There is a great amount of focus (rightly so) that goes into managing contact centers. Driving down the cost per contact is one of the primary objectives of a support organization, and our associates at Cask work closely with our clients to maximize efficiency while maintaining exceptional levels of customer service. Working with the ServiceNow platform, contact center costs can be decreased substantially by enabling a world-class self-service support channel. Our expertise at Cask helps to maximize the potential of self-service by designing the support portal and fortifying it with a top-notch knowledge management process, ensuring that your customers have easy access to relevant and timely information when they need it.
HERE'S WHAT WE DID WITH BECTON DICKINSON:
Becton Dickinson was in a position where their consumers had no automated mechanism to seek guidance or submit requests for a specific set of services that a division offered.
Cask used our capabilities in portal design, knowledge management, and case workflow design to enable consumers to skip the need to email or call a contact center to submit these orders manually. The result was a significant increase in BD’s abilities to fulfill orders, while at the same time decreasing the number of customer contacts via email and phone calls.
Tune in to find out more.
ABOUT THE SPEAKERS:
MARK SMILEY, Principal Advisor, Customer Service Management at Cask
With over 15 years of operational and consulting experience, Mark works closely with clients to enhance their support organization's capabilities to provide world class customer service in an efficient and empowering way.
MATT WALTON, Principal Consultant at Cask
Matt is a global IT leader who's worked various roles within this space over the past 17 years. He has worked in both consulting and industry positions and has focused primarily on the ServiceNow platform and strategic process improvement over the past several years.
By 2019, it has become clear that traditional service management frameworks haven’t kept pace with the industry. Practices that were unproven, but nonetheless widely accepted (if not adopted), have lost the veneer of “good” or “best” practice.
Meanwhile, new frameworks have been introduced in the last few years that promise to address new challenges and opportunities. What should managers do with these? How far should organizations go to adopt these new practices?
This presentation will address these questions, and also look at the state of the ITSM tools market at the end of 2018.
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.
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!Read more >
In this webinar, we’ll show you how adoption of your self-service portal can improve both CSAT and service desk efficiency, as well as increase collaboration across the organization. We’ll also introduce you to First Health of the Carolinas, as they share how they creatively pushed portal adoption throughout their large organization, turning thousands of potential help desk phone calls into thousands of quickly-resolved tickets.Read more >
The first-time fix can be a very powerful customer experience. But for many field service organisations, nailing that initial visit is harder than ever. Wherever you look - from healthcare to finance to manufacturing - you'll notice that field service teams are in need of a helping hand and are looking for a solution.
Watch this webinar to hear from Daikin Applied UK's CRM Manager, John McCarthy, as he discusses the company's transformation journey which has enabled them to connect the business, optimise their workforce and engage on mobile.
Join Adam Evans, Director, Professional Services, EMEA at Rackspace to learn about the role that Professional services with our customers here in EMEA. Rackspace is a managed and professional services business helping customers to realise real business value through IT.Read more >
This session will open with a discussion on the current market trends in analytics to showcase where companies are investing. We will then cover how to get started on the road of analytics and showcase some transformative effects of analytics to IT operations.
1.Discovery – Find all of the data sources that you have.
2.Insights – Take a multi-variable approach to analytics
3.Actions & Outcomes – Identify 1 initiative at a minimum to get started with analytics
4.The Big Picture – How BI and analytics fit into digital transformation
Service desks are closer to the customers than we can ever imagine. With self-service adoption on the rise and Service desks making it easy for their users to reach them, why do we still hear IT agents complaining users don’t raise tickets? Can we get the Service desk closer to the customers? What if the Service desk lives where the customers are already there?
This talk explores the possibility of approaching Service management with a selfless mindset focusing primarily on self-service and customers logging tickets with the service desk. A selfless approach takes a lot of effort but not without its benefits.
About Sanjeev NC;
Sanjeev is a Solution Architect helping Enterprise customers with their ITSM tool implementation. He’s an ITSM enthusiast with consulting, blogging & speaking experience and enjoys delivering content creatively through memes, comics and puns. He is currently on a mission to ensure every customer support interaction yields the best possible experience.
This webinar is part of BrightTALK's Ask the Expert Series.
If you work in IT Service Management, you need to hear what James Finister has to say about monitoring and metrics tools and best practices.
James will answer questions about:
Why metrics and monitoring is so important
The opportunities they provide
What data to track so that you know the truth about the health of your IT service
How to monitor metrics to drive business value
Which data patterns are good - and which are bad
Audience members are encouraged to send questions to the expert, which will be answered during the live session.
IT leaders are experts in service management. From ITIL best practices, to building workflows, to measuring service delivery, IT has it down to a science.
But the employee experience reaches far beyond IT. This webinar will show you how IT can take a leadership role in helping other departments deliver the same quality services to employees throughout the organization. Shvonne Craig, Director of IT Services at EXOS, will explain how she helped create a single platform for employee support by including all of the major stakeholders.
Service Providers are no longer just purveyors of compute and storage; they are now seen as partners for services beyond basic infrastructure and key allies in hybrid architectures. As such, vendors are now paying more attention to this increasingly important buying center.
451 Research launched Voice of the Service Provider to both qualify and quantify buying behaviors, business drivers and strategic priorities for the expanding universe of public cloud providers, hosters, MSPs, Telcos, Systems Integrators, SaaS companies, and Colos.
Join 451 Research’s Al Sadowski, Research Vice President for Voice of the Service Provider, to see highlights from the Voice of the Service Provider Q2 2018 survey – Differentiation & Vendor Selection, and learn:
•Competitive differentiation approaches
•Top verticals currently served and where growth is expected
•The role of the Hyperscaler as supplier, strategic partner, AND foe
•Preferred vendor attributes for compute, storage, colocation
•Service provider’s top reasons for joining hardware and software vendor partner programs
•Procurement and sparing strategies
We use the word Service Catalogue interchangeably, to mean both the list of business services and their characteristics, and also the list of things which the business can request from IT. Sure, there is some crossover but we can’t help getting ourselves confused.
Join this webinar to learn why we need all these catalogues, and from real-world experience, how we develop them and use them in practice.
ITILin jatkokurssien tenteissä on oma logiikkansa. Kun tuon logiikan ymmärtää niin kysymyksistä on paljon helpompi saada irti mitä kysymyksellä haetaan ja siten omaa hankittua osaamista on helpompi käyttää kysymyksien vastaamiseen. Tässä webinaarissa tutustutaan kysymyksien rakenteeseen, vastausvaihtoehtojen sisältöön ja ja vastaustekniikkaan yleistämällä harjoitustenteistä saatuja havaintoja, kokoamalla niitä yhteen ja soveltamalla koostettua tietämystä pariin harjoitustentin kysymykseen.
Tässä webinaarissa käyty sisältö auttaa sinua onnistumaan seuraavien ITILin jatkokurssien sertifiointitestissä:
- Service Strategy
- Service Design
- Service Transition
- Service Operation
- Continual Service Improvement
Lari Peltoniemi on työskennellyt prosessien ja toiminnan kehittämisen ja arvioinnin alueella yli 10 vuotta. Päätoimisesti IT-palveluiden prosessien määrittelyn, kehittämisen ja johtamisen alueella hän on toiminut vuodesta 2005. Hän on konsultoinut ja valmentanut useita suomalaisia ja kansainvälisiä yrityksiä ja organisaatioita ITIL/ITSM prosessien määrittelyihin, käyttöönottoon ja kehittämiseen liittyen. Lari on sertifioitu ITIL Foundation, ITIL Intermedate, CMDB Foundation, SIAM Foundation ja VeriSM Foundation -valmentaja.
In this IDC FutureScape presentation, IDC's Rebecca Segal will lead a team discussion covering the key predictions that will impact the global services market over the next one to three years. Senior IT leaders and line-of-business executives will come away with guidance for managing the implications these predictions harbor for their IT investment priorities and implementation strategies.
About IDC FutureScape
IDC FutureScape reports are used to shape enterprise IT strategy and planning by providing a basic framework for evaluating IT initiatives in terms of their value to business strategy now and in the foreseeable future. IDC's FutureScapes are comprised of a set of predictions designed to identify a range of pending issues that CIOs and senior technology professionals will confront within the typical three-year business planning cycle. Each prediction is assessed on the basis of its complexity, organizational impact, and time frame to expected mainstream adoption.
Many look at their Service Desk mainly as a means to means to manage incoming requests. In this webinar, we will discuss how to configure your service desk to provide you with an ongoing means to increase your service efficiency.
We will review:
•What types of information you need to look at within your systems
•Setting up a regular cadence for review
•What to do with the data you find
“Is your IT service desk faced with a heavy workload, increasing costs and unsatisfied end users?
To be fast, automate simple and redundant tasks or tickets. This saves you time and optimizes your costs, while at the same time increasing end-user satisfaction and improving your success rate. Moreover, it means you can invest time and resources into higher priority business-critical tasks and incidents.
Firms are under growing pressure to transform into digital enterprises. Just consider that nearly 10% of U.S. firms expect to have an application provisioned in one day or less using cloud services. Or that enterprises need to respond to more event-driven situations, such as real-time price competition, product recalls, and cyberattacks. In addition to forcing enterprises to reevaluate the types of outsourced and managed services they consume, these types of market pressures are forcing service providers and outsourcers to make fundamental changes in their capabilities and offerings.
This Web conference will use the IDC MaturityScape framework to evaluate the buyer evolution in utilizing managed digital services (including cloud, mobile, social, analytics, IoT, and cognitive) as well as the expectations that buyers will have of their service providers when it comes to helping them become mature users of these services.
Join Dolf van der Haven, Information Security and Quality Manager, at Verizon Enterprise Solutions This webcast as he gives an overview of the three main movements in service management that will have an impact in 2019.
This webinar will cover the new edition of ISO/IEC 20000-1, VeriSM and the new ITIL 4, and will show the merits of each movement, comparing them and demonstrating that whilst not mutually exclusive, each has their own specific merits.
Michelle Major-Goldsmith and Simon Dorst of Kinetic IT will discuss the role of VeriSM in digital transformation, and its relation to ITIL and other service management practices.Read more >
HDI's industry awards acknowledge and celebrate professional achievement. Our internationally recognized awards provide the industry's finest with a sense of pride and accomplishment, while earning them trust and credibility from employers and customers.
* The HDI Analyst of the Year Award recognizes the support industry's top front-line service and support professionals who possess the knowledge and skills required to provide quality service and support for internal or external customers.
* The HDI Desktop Support Technician of the Year Award recognizes desktop support professionals who demonstrate extraordinary commitment, dedication, technical aptitude, and service to customers while consistently exceeding performance objectives.
* The HDI Manager of the Year Award recognizes prominent professionals who most clearly demonstrate the ability to serve and advance information technology within their organizations.
Attend this webinar to hear the panel of award winners discuss their achievements and to learn more about HDI's industry award program.
Digital transformation, the Internet of Things, the application economy, the modern software factory, and so on… are all major Business trends impacting the IT service desk and service level management (SLM). Some would contend the service desk is focusing on service operations – not only IT - and SLM is becoming a real business discipline/function. In this webcast, SLM expert fusionPOINT and service desk vendor CA Technologies will look at the impacts of these trends on each and where it is all headed. Learn about the important part proactive and predictive SLM play to enable Digital Transformation and the service desk becoming more predictive, proactive, and business outcome focused.Read more >
Samanage customer, DPR Construction, will share how they have pushed the boundaries of service management. They'll present how they’re providing the highest level of service to their employees using the Samanage Service Platform.Read more >
With the digital revolution came the multiplication of technologies.
Numerous endpoints & connected devices , an increase in suppliers, cloud & app services, data
flows & complexity … are already part of our daily business lives - and there is much more to
Maybe some of these thoughts already crossed your mind:
- I have multiple suppliers per region and/or per service. How can I manage them efficiently?
– How to manage my local internet service providers for my SD WAN deployment?
- Do I really have full visibility and control over my suppliers?
- Do I have the expertise to integrate globally my multiple suppliers from technical and
- Shall I completely or partially outsource my IT Service Management operations?
- How to maximize the benefits of all these growing technologies and specialized suppliers –
whilst embracing downsizing and cost savings ?
At Orange Business Services, our mission is to help you manage the increasing complexity
driven by emerging technologies and vendors every day. As a Service Provider and Integrator,
we orchestrate your data journey, coordinating and integrating service delivery in the most
efficient way with our Multisourcing Service Integration MSI).