Hi [[ session.user.profile.firstName ]]
Sort by:
    • Deliver Great Customer Service: Top Tips for your Service Desk Deliver Great Customer Service: Top Tips for your Service Desk Howard Kendall, Founder of the Service Desk Institute (SDI) Recorded: Apr 15 2014 10:00 am UTC 58 mins
    • There’s a sea change taking place in service and how consumer ‘journeys’ are taking place. Howard Kendall, founder of the SDI, has spent much time keeping track of what is really going on, how customer expectations are changing, and how we can use leverage this in the service desk industry.

      Join Howard for an informative discussion on how service desk can successfully rise to the challenge of delivering excellent customer service, meeting, and possibly surpassing, the expectations of the customers they support. Howard will provide some top tips that will help to win the hearts and minds of service desk customers and build stronger relationships with end-user constituents, elevating the position of the service desk within the IT organisation.

      Read more >
    • 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.

      Read more >
    • 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

      Read more >
    • 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.

      Read more >
    • 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.

      Read more >
    • 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.

      Read more >
    • 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.

      Read more >
    • Make the Service Desk More Relevant Within Your Organization Make the Service Desk More Relevant Within Your Organization Mark Smiley, ITSM Advisor, Cask, LLC Recorded: Feb 7 2013 9:00 pm UTC 35 mins
    • This discussion will highlight some key attributes of the Service Desk that often can go unrecognized:

      - Discussion around cross training for your S.D. personnel. How to make that happen, and the positive consequences as a result
      - Keys to marketing the Service Desk within your organization
      - Going on “fishing expeditions” to seek out potential opportunities for the Service Desk
      - Focus on career growth. See the Service Desk as an entry point, not a dead end, to your IT organization.

      Mark Smiley is ITIL® & HDI certified with over a decade of ITSM and Service Desk experience.  He's worked with various clients and industries from around the world, including the government, healthcare, and education sectors, ranging from 5,000 to 400,000 users. Most recently, he has assisted in the establishment and development of three Service Desks, in addition to directly managing teams dedicated to customer support. He currently is working as a senior advisor to the United States Marine Corps as they establish their own Service Desk to support their day to day operations.

      Read more >
    • Pragmatic ITSM: Adding Value One Step At a Time with the Service Desk Pragmatic ITSM: Adding Value One Step At a Time with the Service Desk Chuck Darst, Manager - ITSM Product Marketing, HP Recorded: Feb 7 2013 4:00 pm UTC 49 mins
    • Despite an abundance of industry best practices and years of trying, IT service and support self-assessments continue to reflect relatively low levels of maturity. This has been compounded by dramatic cost pressures over the past five years while IT organizations are now entertaining new delivery and sourcing options. How can IT Service Desk organizations improve their delivery and operations in light of these demands?

      This session will present pragmatic suggestions on how the IT Service Desk team can provide more value in a reasonable, step-wise fashion. We will look at maturing the Help Desk function, the change management process and the overall area of self-service request management which includes the service catalog. And, we will discuss the benefits and improvements that can be realized along the way.

      Please join us to learn how you can pragmatically extend your Service Desk capabilities to better meet the needs of your organization.

      Read more >
    • Re-purposing the Service Desk Re-purposing the Service Desk Pete McGarahan, McGarahan & Associates; Pragna Tevani, ABS; Barclay Rae, Consultant; Sherrie Durasoff, TIAA-CREF Recorded: Feb 7 2013 3:00 pm UTC 58 mins
    • Business, IT and the Service Desk are under great urgency and pressure to reinvent themselves given current economic conditions, global competitiveness and technological advances. Today, the purpose for the Service Desk is radically different than when it was first conceived, continuously improved and then outsourced.

      Join this expert panel as they discuss some of the current challenges and opportunities for re-imagining, re-inventing and re-purposing the Service Desk.

      Discussion points:
      *Do we need to re-imagine, re-invent and re-purpose the Service Desk given the reality of today’s business, technology and users?
      *What business valued services can the Service Desk provide and how do we ‘commoditize’ IT services that are standard, repetitive and non-valued?
      *How do we best transform our purpose, vision and services to better partner with the business and become that ‘trusted advisor'?
      *How do best work with the business and IT organization in adopting Technology trends like Social Media, Mobile technologies, BYOD policies, Cloud computing and the WOW self-service consumer experience?

      Read more >