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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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    • The pursuit of happiness through a ticketless help desk
      The pursuit of happiness through a ticketless help desk Chuck Darst, HP Software Recorded: Jun 19 2014 5:00 pm UTC 47 mins
    • Reach Help Desk Nirvana! How nice would it be for IT and the service desk team to have the ability to actually prevent incidents and resulting “tickets”? Now is the time to get on the road to a ticketless service desk. In this webinar, we will discuss social self-service and actionable “Big Data” analytic approaches that improve service quality and staff efficiency. We will look at how these capabilities come together with automation to provide the connected intelligence required to succeed in an ever changing and demanding IT world.

      Learn how:
      • IT can support and then leverage social collaboration as users help each other and themselves
      • Agents and service desk analysts can be responsive when “tickets” are created to identify trends and remediate appropriately

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    • Service Desk Metrics: Getting Beyond The Ordinary
      Service Desk Metrics: Getting Beyond The Ordinary Kenneth Gonzalez, Engaged Consulting, Inc. Recorded: May 15 2014 8:00 pm UTC 49 mins
    • Whether we like it or not, there is a truth about performance in a service provider organization: You can meet every contractual obligation and still have an upset customer!

      Today’s service providers, given the current economic climate, aren’t in a position to just lose customers over what they consider to be “insignificant issues.” They need to be just as concerned about operational efficiency as they are about customer satisfaction.

      Unfortunately, most organizations are still selecting metrics based upon “best practices,” framework-specific recommendations or “the way that we’ve always done things around here.” It’s unlikely that any of these approaches are going to provide the right mix to give you the needed visibility or flexibility to move into the next evolution of your service desk.

      Please join us for this important session, where we will examine a new basis upon which to consider metrics and some concrete steps you can take to move your organization forward.

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    • Master the Service Desk Obstacle Course: 5 Steps, 3 Hurdles, 1 Trick
      Master the Service Desk Obstacle Course: 5 Steps, 3 Hurdles, 1 Trick Ed Vaccaro, Global VP of Product Management and Dan Huberty, CTO and VP of Portfolio and Solutions Management Recorded: May 14 2014 3:00 pm UTC 49 mins
    • Gains in service desk efficiency are not always readily apparent or easy to achieve when you are constantly navigating through daily challenges. A different perspective and some experience-based hindsight can help you see the main obstacles and set a course for success.

      - Explore a proven service management framework
      - Discuss challenges and effective uses associated with data analytics
      - Hear about proven practices and case study examples

      Join us for this interactive discussion with Ed Vaccaro, Global VP of Product Management, Edge Service Management by Unisys, and Dan Huberty, CTO and VP of Portfolio and Solutions Management, where we will discuss the importance of analytics and aligning your service strategy around the needs and wants of your employees. Taking an integrated approach - people, process and technology - to define the goals for transforming your organization is central to improving your agility and institutionalizing a services-based focus to achieve a true measure of operational excellence.

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    • 5 Ways to Improve the IT Service Desk for a Better End User Experience
      5 Ways to Improve the IT Service Desk for a Better End User Experience Stephen Mann Principal Analyst, ITSM.tools & Jaime Spector Product Marketing Manager, SunView Software Recorded: May 17 2017 6:00 pm UTC 61 mins
    • Many corporate IT service desks continue to be under pressure to deliver better IT support – with end users and customers demanding increased efficiency and a better service, and likely at a lower cost. Service desks can’t afford to stand still, and thus the improvement of their operations, and of IT support overall, should be a crucial part of any corporate IT organization’s strategy and roadmap. It’s a tough ask though – as, after enduring over a decade of budget cuts, finding ways to improve the service desk might appear difficult, especially when operating with limited funding and people.
      Thankfully though, customer engagement and support advancements, including improved support technologies, can provide an easier route to both tangible service desk efficiencies and customer-facing improvements. So please attend this webinar for practical help with five opportunities to improve your service desk operations, and the value it ultimately provides to their business, across:

      1. Meeting consumer-world-driven expectations of access and communication channels (and the people involved within them)
      2. Offering knowledge management capabilities that actually work (for end users and service desk agents)
      3. Increasing employee self-service adoption and value
      4. Automating wherever possible (including the use of machine learning)
      5. Getting more out of your ITSM solution (or investing in one that delivers more)

      About The Presenters:

      Stephen Mann
      Principal Analyst, ITSM.tools

      Stephen Mann is Principal and Content Director at the ITSM-focused industry analyst firm ITSM.tools. Also an independent IT and IT service management marketing content creator, and a frequent blogger, writer, and presenter on the challenges and opportunities for IT service management professionals.

      Jaime Spector
      Product Marketing Manager, SunView Software

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    • Top Ten Things to Consider When Implementing a Service Desk
      Top Ten Things to Consider When Implementing a Service Desk Doug Tedder, Principal, Tedder Consulting Recorded: May 22 2017 3:00 pm UTC 32 mins
    • Service catalogs are one of those service desk terms we've all heard of, but some of us do not have the time, resources, or a clear idea of how to create and manage an effective one. With a little bit of thought and planning, the service catalog can become one of the most valuable artifacts of your entire ITSM implementation. Doug Tedder, ITSM and IT governance consultant, will provide:

      * Critical factors to consider before developing your service catalog
      * The top things companies don't think about when thinking about a service catalog
      * Tips to consider before implementing and managing an effective service catalog

      About the Presenter:

      Doug Tedder is the principal of Tedder Consulting LLC, an ITSM and IT governance consulting practice. Doug is a strategic, innovative, and solutions-driven service management professional with more than twenty five years of experience across a variety of industries. He is a resourceful, pragmatic, and hands-on leader with a proven track record of success implementing ITSM processes, focusing on value delivery and organizational transformation.

      Doug is a Fellow in Service Management (FSM), an ITIL Expert and v2 Service Manager, and a certified ISO/IEC 20000 Consultant Manager. He holds all of the ITIL Capability certificates, and he’s a certified ITIL Foundation trainer. As an active volunteer within the ITSM community, Doug is a frequent presenter at industry user group meetings, webinars, and conventions. He is also a former president of itSMF USA.

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    • Who You Gonna Call? Arm the Service Desk to Ghost-Bust Issues Before They Occur
      Who You Gonna Call? Arm the Service Desk to Ghost-Bust Issues Before They Occur Chris Marsh, 451 Research; Chris Dunn, Easy Vista; & Bruce Aboudara, Scalable Software Recorded: Dec 13 2016 6:00 pm UTC 59 mins
    • The Service Desk is at the frontlines of a changing landscape in IT. IT is now, more than ever, required to provide 100% uptime of their services, and provide them to users anytime and anywhere – thanks in large part to the growth in new consumer apps and services accessed through mobile devices.

      To support this demand the service desk must be aware of and prepared for several key trends:

      •Mobile. More and more, users are accessing their services through their mobile devices. Powerful trends are shaping the mobile world that will impact the Service Desk. We in the service desk must adapt, but what does that mean?

      •Service Availability. Users expect their services to always be up – just like they experience with their other mobile apps and should there be an issue, they expect it to be resolved immediately. What can the Service Desk to make this dream a reality?

      •New Technologies. Prompted by this need for always-on, mobile-available services, infrastructure teams are looking toward newer technologies such as public clouds, software defined networking (SDN), and hyperconverged architectures. How does this impact the Service Desk?

      Join, Chris Marsh, lead mobility analyst at 451 research, Chris Dunn, Global Director of Product marketing for EasyVista, and Bruce Aboudara SVP at Scalable Software as they discuss the key trends the service desk need to know about as well as actions the service desk can take to capitalize on those trends.

      If you have any questions, feel free to email Chris Dunn at cdunn@easyvista.com

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    • Future of the Service Desk
      Future of the Service Desk George Spalding, Pink Elephant Recorded: Apr 23 2014 5:00 pm UTC 44 mins
    • We may not have flying cars yet but the self-driving car is actually beginning its infancy. With all the technology swirling around us and in our pockets and purses surely the paradigm of the Service Desk has changed as well. Yes and No. Today’s users are bright and more tech-savvy in terms of using technology than ever before. As long as it works. But when something doesn't quite work, they want to solve it themselves using the easiest means at their disposal, Google, Twitter, Facebook, Instagram, Snapchat, etc. This might work well from their perspective but not from ours.

      Join George Spalding, Executive Vice President, Pink Elephant, as he focuses on the evolution of the Service Desk and what’s in store for the next 5 years.

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    • The “Connected” Service Desk
      The “Connected” Service Desk Jim Blayney, Director - Product Marketing, FrontRange Solutions Recorded: Aug 15 2013 3:00 pm UTC 49 mins
    • Are you really connected with your customers?

      Today’s customer expectations are higher than ever for what they expect from IT and their service desk. Do you have the necessary strategies and tools in place to meet those expectations? What can you do to move yourself closer to understanding your customers needs and become the leading service provider to the business?

      In this session, we will discuss what some of the key elements are to successfully planning, implementing and delivering a higher level of service for your customers. We’ll look at how platforms and technologies such as Service Catalogs, Voice Automation and Social Collaboration can help you extend your reach into the business. We’ll also discuss some of the key challenges facing IT departments and the Service Desk and what you can do to overcome those challenges.

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