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Service Success Begins with Your Users

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.
Recorded Dec 7 2017 40 mins
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Presented by
Matt Cox, Andy Zindel
Presentation preview: Service Success Begins with Your Users

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  • Replace Email, Advance Your Organization Oct 10 2018 6:00 pm UTC 45 mins
    Kyle Shepard
    Using email and spreadsheets to manage your help desk is a recipe for mistakes and inefficiency. Can you prioritize CEO requests? Do you know how many password reset requests you receive per month? What is the average time each ticket it open?

    If you’re using email, or even have an outdated on-prem solution, we doubt you can answer yes to all of those questions.

    Join Kyle Shepard, Manager of Customer Success at Samanage, on Wednesday, October 11, at 2p.m. EST, as he discusses:

    • The downfalls of using email
    • How to quickly create workflows to manage requests
    • Reporting available with a modern solution
    • How centralized ticketing moves the organization forward
  • Connect Employees to the Service Desk Through Service Portal Adoption Mar 6 2018 8:00 pm UTC 45 mins
    Susan Bonville, Tina Williams & Kyle Shephard
    There are so many advantages that come with the service portal, but setting it up is only half the battle. Learn some creative ways to push portal adoption throughout your organization. FirstHealth of the Carolinas drove thousands of would-be help desk calls through the portal. Find out how.
  • 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: Service Success Begins with Your Users
  • Live at: Dec 7 2017 7:00 pm
  • Presented by: Matt Cox, Andy Zindel
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