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 >
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.
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
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.
Shared services organizations face ongoing pressure to reduce costs and drive efficiency. Join this to learn how EMC, a global leader in B2B IT infrastructure, uses the Service Cloud and Accenture solution to serve their internal customers--their employees--to overcome these challenges and transform operations for 15 distinct services, with additional service deployment planned.
This webinar will cover:
- An outlook on the state of Shared Services by a guest speaker from Forrester Research
- EMC’s journey to drive greater efficiency and successfully manage over 150,000 requests per quarter (via shared services portal, email, mobile)
- How EMC improved internal customer experience (employees) by centralizing help from 5 disparate locations, to one place
- EMC’s success in pivoting visibility from manually tracking 30+ files, to real-time performance dashboard
- EMC’s path to replacing 2 disconnected web forms with a self-service community
Dell Managed Workplace Services change the way your IT services are delivered and perceived by your workforce. Watch this video to know Dell can help!Read more >
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.
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.
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 >
There's no escaping the fact that an omnichannel banking customer experience requires a cloud computing foundation to be successful, in the new digital age banks are not embracing the agility that is needed to stay in business. Security is a huge challenge for any bank, however increasingly private and hybrid cloud models can offer the same if not better security with increased agility. During this session you will learn:
- How Updated Cloud models for Financial Services Firms offer better agility, together with best of breed security for a better experience to financial institutions and their customers
- Approaches to Cloud delivery in banking – Which approach suites regulated entities and why?
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 >
Featuring Deepak Satya, Executive Director, Dell Services, this video provides an overview of how Dell Managed Services is realigning its technology solutions and approach to be the game changer. We are moving to outcome-based models and taking end-to-end responsibility of serving enterprises better — by implementing transformation in all aspects of our services – people, process and technology.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.
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!
In any endeavor, having clear line of sight of the road ahead is better than “driving blind.” The constant struggle in the IT service support and IT operations disciplines is how to move from fighting day to day fires, of repeating the same tasks over and over, to one where we become more strategic, less reactive, and have the ability to anticipate and avoid problems in the future.
Join us as we discuss how to better utilize the operational data that exists at the Service Desk to mature Incident and Problem management, to elevate our service levels by the use of end user experience monitoring and analytics, and to advance by taking advantage of new big data possibilities.
“How keeping the spotlight on your customer translates to service desk success”
The practice of managing a service desk can be as frustrating as navigating in the dark without a flashlight and keeping you off the right path to servicing your customers. But what if you had the right tools, process and maps to help you navigate out of the darkness and keep you on the right path to better understanding your customers and managing a successful service desk?
In this session we will take a look at what some of the key tools, processes and maps are to keep you focused on the customer and how that translates to a high performing service desk and ultimately true customer satisfaction.
Production Planning for Business Services - Thinking ahead instead of redocument
- modularization of services and variant Management
- in-house production depth and Multi Provider Management
- mind shift from silo mentality to inter-divisional production line
Produktionsplanung für Services – Vordenken statt redokumentieren.
- Modularisierung von Services und Variantenmanagement
- Fertigungstiefen und Multiprovidermanagement
- Von der Silo- Denke zur Fertigungsstraße
Andrew Harsch, Global Director of Service Management and Analytics at Unisys talks to Simon Rogers, Head of UK Sales for Service Management at Unisys on the trendsRead more >
Richard Josey, Solution Architect at Unisys discusses the future of Service Management with Simon Rogers, Head of UK Sales for Service Management at Unisys on current client needs and the changes underway in the service management industryRead more >