Service Integration focuses on managing the delivery of services provided by multiple Service Providers and is being adopted rapidly by organizations. The presentation focuses on key principles of Service Integration as well as on insights and practical examples within SIAM.Read more >
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.
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
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.
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, 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 Shep Hyken, Customer Service & Experience Expert, as he sits down with Mikhail Naumov, Co-Founder of DigitalGenius, to discuss best practices in customer service and how artificial intelligence will change the face of the industry as we know it.
Tune it to learn about:
* Core challenges in customer service today
* Next generation of tools for agent efficiency
* Chatbots vs Human+AI
* AI’s contribution to better customer experience
Host: Mikhail Naumov, Co-Founder & CSO at DigitalGenius
Mikhail is focused on bringing practical applications of deep learning and artificial intelligence to customer service operations of growing companies and well established enterprises. A frequent speaker on the topics of emerging technology, artificial intelligence & entrepreneurship. He is a leading voice in the Human+AI movement, which focuses on the seamless interaction of human & machine intelligence in business applications and everyday life. Recognized as Forbes’ 30 Under 30 for Enterprise Technology,, Mikhail is passionate about bringing emerging technologies to life, through partnerships with global brands and platforms.
Guest: Shep Hyken, Customer Service & Experience Expert, Shepard Presentations
Shep is the chief amazement officer of Shepard Presentations, a The New York Times and The Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. Recognized as one of the leading experts in customer service and experience, Shep works with companies who want to build loyal relations with their customers and employees. He has been published in hundreds of publications and is the author of numerous books including The Amazement Revolution and Amaze Every Customer Every Time.
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.
In the webinar, you'll learn how your IT team can transform its approach to service delivery and elevate the end user experience through service desk consolidation. Topics include:
Issues and risks of maintaining multiple service desks
Recommendations for a successful service desk consolidation
and Key capabilities a consolidated service desk must provide
If you have multiple service desks in your organization and struggling to provide the service quality your organization requires, be sure to attend this webinar.
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 >
Now more than ever, we need to look to the future. The Service Catalogue is not just an important part of your BAU offering it is a key input to Service Transition as it will enable you to showcase new services to your stakeholders whilst at the same time enforcing value by linking to business processes. This session will showcase the link between the Service Catalogue and effective service introduction and provide practical guidance on maximising the benefits of them both.Read more >
Service Automation is the concept of achieving customer loyalty by the use of automated technologies, and it builds upon large demographic and sociological trends. As a society, we have become accustomed to arranging our lives online and expect services that can match those expectations. Service Automation helps to arrange our lives online. This session will bring you up to speed on Service Automation, the concept by which you can automate your service offering. The Service Automation Framework defines a methodical way to discuss Service Automation and provides a step-by-step approach, including a number of design elements and processes, which every organisation can use to systematically enhance its services.Read more >
Given the lightning fast pace of growth in technology, the marketplace, regulatory changes and business trends, it is no wonder that our environments are constantly changing. As service providers, we are adding new technologies, seeking ways to adapt to new demands, and always driving to improve our service.
Ruth Balton (Director of Service Delivery) and Matthew Aaron (Supervisor of the Service Desk) from Independence Blue Cross will discuss the myriad of changes that have occurred within their organization over the past year and take a look at their successes, challenges and lessons learned from managing the Service Desk. Join the discussion to learn how they are turning the challenges of change into opportunities for progress.
Efficiency, speed and accuracy are critical capabilities for any help desk service manager. And while there is no doubt your staff is intelligent, that needs to be paired with service desk software that allows them to be intelligent super heroes. Learn why cognitive intelligence can assist IT and business users to complete tasks faster and improve productivity and agility throughout the service management processes and experiences. Important capabilities such as virtual chat, smart recorder, knowledge article checks and categorization proposals are essential components to be intelligent software that supports your intellectual workforce.Read more >
Service Desk 2.0 was one of the hot trends of 2012. I would like to keep the ball rolling and don’t let the momentum of this initiative drop. Let’s build on this new approach, on the ‘upgraded’ modernised service desk and think how we can empower them to consciously practice business relationship management in all shapes and forms. Learn how your service desk can shape the customer experience by not just providing but also maintaining excellent business relationships.
Let’s discuss the pros and cons and the possible obstacles and how we can overcome them.
We all need to understand what our customers really want, what is really important to them. Good business/customer relationship management is vital for the success and future of effective and modern IT Service Desks.
Andrea Kis is an ITIL, Prince2 and Green IT qualified Service Management and Integration Consultant with a strong practical background and passion for Service Management.
Andrea started her IT career in 2002 working in a multilingual IT help desk in Budapest, Hungary from where her journey to Service Management began. In Andrea’s own words she is a practitioner of best practices with a chameleon like skill of being able to adapt to and understand a wide variety of customers and clients.
Before joining TCS, Andrea has worked in different industries in internal and outsourced roles working with the likes of EDS, BBC, Deutsche Bank and Macmillan Cancer Support.
The Five C's of Service Catalog Management: Customer, Communication, Commitment, Change, and Culture
While the Service Catalog is one of the most important tools to understanding the value of a service provider, many implementations fail to tackle the important aspects of adoption. This session uncovers the critical role that the service catalog plays in organizational change. We will explore the important and often overlooked five C's of Service Catalog Management:
* Developing a stronger understanding of the customer
* Communication strategies
* Establishing commitment from all stakeholders
* Integrating the catalog into the change management process
* Moving to a service-based culture
Consumers are enjoying a rapidly expanding choice of how, when and where they bank. However, banks must now manage the extra responsibilities and risks these new channels bring.
In APAC, the Unisys Security Index™ revealed consumers are more concerned about bankcard fraud, ID theft and cyber security than about physical threats like the threat of war/terrorism and natural disasters.
So how can banks balance the need to digitally transform, maintain privacy and security but still provide a seamless, personalized and trustworthy customer experience?
We will cover:
The 10 steps banks need to take to get digital transformation right, and how to improve customer experience and trust during this journey.
How the CISO’s office can be part of the digital transformation journey, embedding security as part of the development lifecycle from the start as a value added component and not a burden as an afterthought.
Innovative technologies like predictive analytics and biometrics can help provide a seamless, frictionless experience for customers. But how can they be applied without seeming invasive?
Nicholle is an experienced senior financial services executive with almost 20 yrs experience working in financial institutions and corporates. She has extensive knowledge across financial services, payments, consumer and business banking, IT, analytics, marketing and strategy.
Ashwin is an experienced and qualified CISO responsible for running the delivery of the security business within the APAC region. He is also responsible for leading and delivering security engagements to C level executives ensuring the successful delivery of client security programs.
Ian Selbie is responsible for Unisys Financial Industry solutions in APAC focused on enhancing business processes and compliance in financial institutions including omnichannel, financial crime prevention, enterprise payments and case management solutions.
What does 5 star service REALLY mean? How do we create the right structure which enables us to deliver on this?
What activities and principles are required to follow a path of optimization?
In this session Richard Josey will present an approach to service desks, which enable them to become self-optimizing entities, delivering 5 star service to their clients.
Know you need a service catalog, but not ready for a full IT service management (ITSM) program? This webinar will present a practical approach to "reverse engineer" the core elements of a service catalog. ITSM practitioner Greg Sanker will explain how every organization has 'services' whether they know it or not. He will show how to identify your services and create plain-language service descriptions, which help create clarity and form the basis of a functional service catalog.
Greg will show how to bypasses cultural resistance to the "we need a service catalog" approach, and actually create demand (and buy in) for a basic service catalog.
Does your company provide IT services to external customers? Are you making the right decisions on what services you invest in to run, grow and transform your business? In this session, we will discuss the importance of the service catalog to the external service provider and the importance of integrating the catalog into strategic decisions on how to better serve your customers and maximize your capabilities in the market.Read more >
Many organisations have created service portfolios and service catalogues that are just about IT – created under a ‘project’, and left to gather dust on a virtual shelf. Many more organisations have SLAs that focus on the performance of IT, but neglect the effect on the business. This presentation will destroy some myths, make you think differently, and give you the tools to continually improve both IT and the business by integrating portfolios, catalogues, and measures.
Kevin is an experienced speaker on service management topics, with a reputation for providing pragmatic and thought provoking advice in an easily understood way. He has over 20 year’s hands-on experience of applying the theory in a wide range of sectors and sizes of organisations, most recently in the public sector. He is an APMG Senior Examiner and is actively involved in the delivery of the UK Governments ICT Strategy.
In part three of our “Digital Ready” series, we will discuss the trends we are seeing in the marketplace and the strategic changes needed to create a Digital Service Organization that is ready to compete in this new environment.
During our session we will review the results from our recent Digital Readiness Survey and discuss the implications for 2016. We will also discuss how, if, and where the SMACK stack is relevant and what are the essential Digital Service Management systems that are needed to excel in the new world of digital. And we will close by previewing the Unisys People Computing Productivity Index which allows you to benchmark yourself in 4 key areas to understand where you are at today in providing support in the new Digital Generation Era and the people who make it go.
Commercial organizations are yearning to become “Integrated Enterprises” in a “smarter, IT enabled planet”. Similarly, US Department of Defense organizations are striving for the same thing with the “Joint Information Environment” initiative to exercise “Information Dominance” in a digital battle space. ITSM approaches have failed to meet these evolving business and mission requirements. This presentation will cover examples and core changes required in ITSM to become the “smarter service management” that is required.Read more >
We’ve seen companies migrate from help desk, through service desk and on to titles like customer service centre. In some cases, along the way we have forgotten that the idea is to help. CIOs see the service desk as something every company must have, so therefore something they must deliver as cheaply as possible. In embracing technology and universal coverage have we lost some elements that would actually deliver better corporate effectiveness?
Ivor had a wide ranging career in government employ – including forestry and prisons – ending up working at CCTA in the team that built ITIL. From 1999 he worked as an IT Service Management Consultant and Trainer, delivering training and seminars in every continent (except Antarctica). In 2007, Ivor joined IBM, where he supports IBM’s range of IT Service management deliverables, and evangelises about service management.
A frequent speaker at events worldwide, he has spoken at service management events in 37 countries to date. He was an author for ITIL V3 and writes frequent articles and blogs on SM.
Managing the performance of multiple suppliers isn’t easy, especially if each has a unique sourcing agreement. Lack of visibility to metrics, issue tracking and subpar reporting across the ecosystem impacts performance as a whole—and not in a good way.
But this doesn’t have to happen. With a SIAM framework, you can redefine the way you work with your suppliers to drive the quality of service up, while bringing costs down.
Join our webinar to learn ways to improve supplier performance, including a firsthand success story from guest presenter Ernst & Young. From simplifying supplier management to providing more visibility and control, you’ll learn:
· What it takes to make your SIAM project a success with outcome-based results
· Best practices for on-boarding, off-boarding, measurement, and bid stages for SIAM
· How Ernst & Young leveraged ServiceNow to deliver their SIAM solution and provide supplier visibility, reporting, and accountability for a major US bank
· Platform integration, across instance bonding: data exchange, ticket sharing, and reporting
Join Kate Leggett, VP Principal Analyst at Forrester and Becky Levy, Associate Director of Member Services & Development Operations at WGBH as they discuss tips to transform the customer experience, how to create a profitable customer service strategy, and what technologies to utilize when increasing business and customer value.
Learn more from WGBH on:
•The pains of an antiquated, disjointed contact center strategy.
•Vision for a modern customer service experience.
•The business value of a consolidated customer engagement strategy through Salesforce
•How they successfully led the evaluation and four-day implementation of NewVoiceMedia.
•Their transformation results and lessons learned along the way.
A lively Q&A will follow this presentation with Kate and Becky – come ready with your questions!