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    • Unleashing the Power of Self Service
      Unleashing the Power of Self Service Mark Smiley Upcoming: Nov 8 2018 7:00 pm UTC 30 mins
    • 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.

      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.


      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.

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    • Continual Service Improvement Maturity Model
      Continual Service Improvement Maturity Model Robert S. Falkowitz, General Manager of Concentric Circle Consulting Recorded: May 15 2018 3:00 pm UTC 49 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.

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    • A new approach to IT Service Management: Selfless Service
      A new approach to IT Service Management: Selfless Service Sanjeev NC, Solutions Architect, Freshworks Recorded: Jul 18 2018 3:00 pm UTC 31 mins
    • 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.

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    • Service Provider Differentiation Strategies and Vendor Partner Preferences
      Service Provider Differentiation Strategies and Vendor Partner Preferences Al Sadowski, Research Vice President of Voice of the Service Provider Upcoming: Nov 1 2018 3:00 pm UTC 60 mins
    • 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

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    • ITILin jatkokurssien tentit - kuinka lukea kysymykset oikein?
      ITILin jatkokurssien tentit - kuinka lukea kysymykset oikein? Lari Peltoniemi Recorded: Sep 27 2018 6:00 am UTC 51 mins
    • 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.

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    • IDC FutureScape: Worldwide Services 2018 Predictions
      IDC FutureScape: Worldwide Services 2018 Predictions Rebecca Segal, Group Vice President, Worldwide Services Recorded: Sep 21 2018 3:30 pm UTC 34 mins
    • 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.

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    • Buyer Evolution for Optimizing Managed Digital Services
      Buyer Evolution for Optimizing Managed Digital Services David Tapper, Program Vice President, Outsourcing and Managed Cloud Services Recorded: Oct 12 2017 4:00 pm UTC 55 mins
    • 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.

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    • The Pursuit of Service and Support Excellence: A Roundtable with 2018 Honorees
      The Pursuit of Service and Support Excellence: A Roundtable with 2018 Honorees Rob Allen, Brittany Muxlow, Kristin Luebke, Tabitha Scarbrough, and Leslie Cook (moderator) Recorded: Jun 6 2018 6:00 pm UTC 60 mins
    • 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.

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    • Multisourcing Service Integration  - giving you the peace of mind
      Multisourcing Service Integration - giving you the peace of mind Alex Rigaldo Recorded: Oct 10 2018 2:00 pm UTC 32 mins
    • 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
      operational standpoints?
      - 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).

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