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Employee Service is a Game Changer

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!
Recorded Apr 25 2018 42 mins
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Presented by
Bob Gardner, David Russell
Presentation preview: Employee Service is a Game Changer

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  • Modernizing the Employee Experience Through IT Service Management Jul 25 2018 6:00 pm UTC 45 mins
    Kyle Shepard, Matt Cox, Joseph Brown
    Organizations are looking to access services in a completely different way. In the past, technology leaders have had to deal with multiple softwares or solutions for individual lines of business, now they have the opportunity to take all of the services within an organization and measure them through one service platform. In this panel discussion, we’ll go through the tenants of customer service and how those are now applied through IT service management best practices to make this the era of employee services.
  • Employee Service is a Game Changer Jul 17 2018 6:00 pm UTC 45 mins
    Bob Gardner, David Russell
    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!
  • Changing the Mindset of Your Employees with Service Portal Adoption Recorded: Jul 12 2018 35 mins
    Susan Bonville, Tina Williams & Kyle Shepard
    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.
  • GDPR: Samanage Looking To The Future Recorded: May 29 2018 42 mins
    Matt Stone
    The new GDPR guidelines have brought us to a new level of oversight for dealing with data privacy.

    In this webinar we will discuss:
    What data privacy means to Samanage.
    How Samanage approached GDPR compliance within the ITSM space. How Samanage will be operationalizing privacy management post May 25 2018.
    Best practice methods for Samanage and our customers to work together to maintain compliance.
  • Toolkit: 5 Essential ITSM Best Practices and How to Implement Them Recorded: May 16 2018 36 mins
    Joseph Brown - Senior Manager, Implementation at Samanage
    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?
  • Service Success Begins with Your Users Recorded: Dec 7 2017 40 mins
    Matt Cox, Andy Zindel
    IT departments have a lot to keep track of. Employees throughout the organization use assets, request licenses, change roles, and add business tools. They come and go in a steady stream. Luckily, the right tools and integrations can simplify these processes so your service desk can fluidly handle these transitions.
  • Change Management 101: Precursor to ITIL Recorded: Sep 27 2017 26 mins
    Britt Layman
    Building a strong foundation is a great way to begin any endeavor - change management is no different. Earlier this year, we covered change management according to ITIL. Now, we take a step back to cover change management from a less technical perspective.

    Join Britt Layman, Customer Success Manager at Samanage, on Wednesday, September 27 at 2pm EST, as he walks you through the process of determining use cases and setting up change management.

    You’ll learn:

    • The basic elements of change management
    • What processes are prime for change management
    • Tactics to effectively involve cross-departmental collaboration for approvals
    • What to do when processes don’t go according to plan
  • Accelerating Efficiency in Service Management with Automation Recorded: Sep 14 2017 35 mins
    Nathan Riley
    Even in this time of ever-changing technology, artificial intelligence and machine learning seem a long way away from trickling down to day-to-day life. But the time for automation and AI for the service desk.

    Join Nathan Riley, Sales Director at Samanage, on Thursday, September 14 at 2pm EST, as he discusses the swift rise of automated processes in the service desk, and how machine learning is already infiltrating ITSM.

    In this webinar you’ll learn:

    • Advanced service desk best practices (workflows, categories, etc)
    • Results from a survey conducted among IT professionals
    • Use cases for automation and AI in real service desks
  • 5 Metrics for Better Service Management Visibility Recorded: Aug 25 2016 46 mins
    Oz Merchant, Director of Customer Success, Samanage and Cord Silverstein, Director of Content, Samanage
    IT organizations are being asked to cut costs while increasing productivity and identifying new ways to generate revenue. The first step in delivering value to an organization is empowering IT with the gift of sight. Sure, you can measure just about anything, but should you? More metrics does not equal better metrics. Not tracking trends over time, not setting goals, and not sharing metrics reports are common mistakes. The right metrics, tracked consistently, allow you identify areas for improvement and act on them. Join us as we discuss how an effective IT service management solution, coupled with the right metrics on your radar, can bring a new level of efficiency to IT.

    Metrics we’ll focus on: Cost Per Ticket, Customer Satisfaction, Agent Utilization, First Touch Resolution, and Mean Time to Resolve.
  • The Service Catalog: Driving IT Success and Beyond Recorded: Jun 28 2016 35 mins
    Jason Yeary, Senior Implementation Specialist, Samanage
    Why is the service catalog still so mysterious to IT organizations big and small? It’s built into IT service management solutions, but is one of the features that regularly goes underutilized. Not only are the use cases for IT mind-blowing, but the perks that come with it can change processes for the better and drive success across an organization. Once IT recognizes the value of the service catalog, the opportunities are endless across the enterprise.
  • 10 Secrets for Taming the ITSM Beast Recorded: Aug 28 2014 57 mins
    Randy Michael, President, Knowledge ToolWorks
    You know you need to move toward service management, but how do you get there? For small and midsize organizations, implementing ITSM can feel like trying to swallow an elephant. In this webinar, Randy Michael, president of Knowledge ToolWorks, will discuss how to make ITSM work for you rather than chewing you up, including:

    •Key process and technology considerations for transforming into a high performing, service-driven organization

    •How to answer “Are you ready?” - Benefits and pitfalls of adopting an ITSM framework

    •The people equation - how to get everyone on board

    Registrants will receive an ITIL Process Framework poster that details out the individual process workflows within ITIL.

    Preview poster here: http://cdn2.hubspot.net/hub/41925/file-1452141925-png/Screen_Shot_2014-08-13_at_10.25.25_AM.png?t=1407941215366
Unlocking the True Potential of Service Management
Samanage is unlocking the true potential of service management by streamlining business service requests and delivery processes across any organization through their cloud-based service management platform.

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  • Title: Employee Service is a Game Changer
  • Live at: Apr 25 2018 6:00 pm
  • Presented by: Bob Gardner, David Russell
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