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 >
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.
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.
It´s time to develop a new culture of collective knowledge and developing analytics that empower more effective strategies.
Julie L. Mohr, world-renowned author and thought leader, and Maria Cronfalk from Stockholm University will share how to drive innovation through the capture and use of knowledge both within IT and administrative processes. In this webinar you will learn how Knowledge is the key to finding new ways to innovate and drive lasting change on campuses around the world.
The webinar presenter is Julie L. Mohr and you will hear the success factors from Stockholm University who are in the forefront within Self-Service Support and efficient Knowledge Management processes.
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.
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.
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.
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 >
It’s the age of the customer, and whether it’s B2C or B2B, companies everywhere are re-imagining how they deliver on the rising expectations of customers. Technology is transforming every aspect of business, and one of the areas where it can have the greatest impact is field service or on-site service.
During this webinar, Karen Mehal, Accenture Field Service Practice Leader, will share her insight into how empowering your service employees with the right tools to deliver on-site service has a direct impact on the growth of your business.
•How to leverage field service technology and innovation to empower your employees,
•How to reduce costs and streamline productivity
•How connected field service can deliver faster, smarter, and more personalized service experiences to your customers
View on salesforce.com: https://www.salesforce.com/form/event/webinars/salesforce-webinar-1247233.jsp
In this webinar, Samanage will give you a toolkit that will enable you to apply the 5 must-do ITSM best practices to every department in your organization – all while increasing employee satisfaction and driving positive business results.
What Joseph will 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?
In this webinar, Akshay will discuss how ITIL Practitioners can help frame the value of ITSM to developers, and what processes & capabilities to look at adjusting first to enable faster software development & deployment.
Akshay Anand is a Product Development Manager at AXELOS®, working on the development of new guidance and research within the IT Service Management (ITSM) portfolio. He previously advised Fortune 100 clients on how to improve their ITSM capabilities, implemented toolsets such as Remedy and ServiceNow, and headed up global ITSM activities at Macmillan Publishing. He has spoken at numerous conferences, including Knowledge and DevOps Enterprise Summit, presenting case studies and thought leadership on ITIL, ITSM and Information Lifecycle Management (ILM).
More recently, Akshay has focused on bringing together Agile development teams and ITSM professionals to address challenges posed by emerging technologies and market shifts, for example the consumerisation of IT, and the rise of mobile and cloud computing.
He has worked in many countries around the world, including India, USA, and UK. He infrequently tweets as @bloreboy, about ITIL, DevOps, food, and heavy metal.
Join Cask for an interactive conversation and demonstration as our team at Cask highlights the multiple and meaningful avenues of support that your organization can provide to your customers.
We'll discuss how your investment in the ServiceNow platform can help you deliver best in class support, and review some of the key processes that ensure that an exceptional level of service is provided with every customer interaction
In this new era of information and connections, the relationship between buyers and sellers has changed forever.
Whether you're beginning or mastering content and demand marketing, this session will provide actionable insights on:
* How to organize your data, tech stack, campaigns and ABM to drive consistency and growth across the customer experience
* Which content delivers the biggest impact across each stage of the customer experience
* How advanced machine learning and AI can help connect your content, to the right audience, at the right time
* How to more accurately attribute bookings and revenue growth to campaigns
As enterprise-wide business processes become increasingly digitized, IT has an opportunity to play a critical role in enabling line-of-business functions outside IT. At the same time, workforce demands for instantaneous and seamless self-service—as well as a single platform for request fulfillment—turn this opportunity into a mandate. Enter “Enterprise Service Management,” an approach that extends service management technology and practices across the enterprise, offering a single record of engagement for users, whether they require services from IT, Human Resources, Legal, Facilities, or any other business function.
Particularly with artificial intelligence (AI) technologies on the horizon, IT teams are racing to offer a unified approach to service delivery and management across the enterprise.
In this webinar you’ll learn:
* Why “enterprise service management” has emerged as a top IT imperative
* Examples of top companies extending their service management practices across the organization
* Practical steps for getting started with enterprise service management
* How AI-enabled service management will reshape the organization forever
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
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 inaugural Voice of the Service Provider Q1 2018 survey, and learn:
•The top service providers pain points
•Which architectures service providers will use next for compute, storage, and networking
•The areas where service providers are expanding services geographically
•The resources service providers turn to when they run out of datacenter floor space or power
•How service providers leverage emerging technologies like GPUs, Blockchain, machine learning/AI, Microservices, and IoT
What is the first step in building a successful Service Catalog? Define Your Services. This session describes the anatomy of a service which is used as a guide to identify, understand and document IT services that support the core business outcomes. You’ll learn how to use the guide to define a service. Once you have a clear picture on how to define the services, then you move to categorizing the services and identifying the type of service attributes that need to be captured in the Service Catalog. Developing a Service Catalog can seem like a monumental task. Troy will teach you a step-by-step approach to getting started.Read more >