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How IT Plays a Lead Role in Expanding Service Management

IT leaders are experts in service management. From ITIL best practices, to building workflows, to measuring service delivery, IT has it down to a science.

But the employee experience reaches far beyond IT. This webinar will show you how IT can take a leadership role in helping other departments deliver the same quality services to employees throughout the organization. Shvonne Craig, Director of IT Services at EXOS, will explain how she helped create a single platform for employee support by including all of the major stakeholders.
Recorded Sep 19 2018 46 mins
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Presented by
Liz Beckner and Shvonne Craig
Presentation preview: How IT Plays a Lead Role in Expanding Service Management

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  • Using Complete ITAM Data to Improve Your ITSM Aug 22 2019 6:00 pm UTC 30 mins
    Jason Yeary
    IT asset management (ITAM) and IT service management (ITSM) are the perfect partners in crime (so to speak). An organization’s success within each discipline can impact the employee’s experience. In fact, these two areas of IT should live together, fully integrated and compliment each other.

    The service desk is the epicenter for employees’ relationships with business technology, and IT asset management holds the data for the technology they use. That means a clear view of asset data and histories can help deliver better incident management and request fulfillment. It can drive successful change, problem, and release management. It can drive automated actions that connect employees to the resources they need, and help manage the risks that you don’t need.

    In this presentation, you’ll learn:
    - How to build a self-sustaining IT asset management strategy as a main pillar to growing your ITSM strategy
    - How to improve your existing incident management process by automatically linking tickets with the underlying assets related to them through asset discovery
    - How to analyze the impact of technology changes, and improve tracking and resolutions of employee impacting issues
  • How to Align Your Service Desk With Digital Transformation Recorded: Jul 16 2019 43 mins
    Liz Beckner, Senior Solutions Engineer, SolarWinds ITSM
    We all agree that digital transformation is a necessity in today’s technology-driven environment.
    But it can be expensive, and it can be difficult to adjust to track tools and data throughout an
    organization. That’s why IT service management (ITSM) best practices play a vital role.

    The service desk connects data, technology, and processes. It ensures employees have access
    to the resources they need, and it helps IT quickly resolve issues that arise. Modern service
    desk platforms can track every asset within a technology environment, and use that data to
    resolve problems, roll out changes, and make informed spending decisions.

    In this presentation, you’ll learn:

    ● Why a combined ITAM and ITSM solution can drive your digital transformation
    ● What types of advanced technology are already available to the service desk
    ● How to ensure your ITSM strategy centers on the employee experience with technology
  • Automation: The Foundation for a Mature Service Desk Recorded: Jun 26 2019 31 mins
    Sarah Nielsen, Implementation Manager, SolarWinds ITSM
    Firefighting in ITSM is a necessary chore. Devices break and systems fail spontaneously. But that reactive element is only part of the ITSM picture. It's time for IT departments to graduate from the firefighting help desk to a more powerful service desk driven by automation. What does that mean?

    It means that your service desk should have automated workflows in place to drive regular processes forward. It should be strategically built, with a customized experience, tailored to the organization’s needs. Employees should have an intuitive experience with IT (and other service providers) so they don’t need to go hunting for solutions to unfamiliar problems.

    In this webinar, you’ll learn some different ways to set up your service desk solution, and how to find opportunities for efficiency, including:

    - Automating multi-step workflows and ticket routing
    - Creating a single platform for employees through the service portal
    - Using artificial intelligence to connect employees with faster solutions
    - Creating a customized environment driven by user provisioning and accurate data collection
  • Using AI and Automations to Drive a Better Service Desk Experience Recorded: Apr 3 2019 34 mins
    Matt Cox
    You may not always notice artificial intelligence in the products you use, but you should notice a better, more intuitive experience. As AI trickles into the service desk, it’s important to keep that goal in mind: provide value to the employee through a better experience.

    Join Matt Cox, Senior Director of Technical Operations at Samanage for a look at the tangible value of AI in the service desk, including:

    -How to meet employees where they work
    -How to connect them with self-service options
    -How to create a single platform for service with smart technology

    You'll also see a demonstration of how AI drives a more efficient service experience in the Samanage Service Platform.
  • How to Increase Employee Productivity by Automating Service Management Recorded: Feb 27 2019 30 mins
    Liz Beckner
    The primary goal of service management is deliver value to the customer, or internally, your employees. As advanced technology reshapes the service desk, there are more and more ways to enhance service delivery. In this webinar, ITIL-certified Samanage Senior Solutions Engineer Liz Beckner will discuss:

    - How she has helped organizations integrate technology within the service desk
    - How automated workflows and self-service provide maximum value
    - How to create a single platform for services in multiple departments
    - New research on how the experience with the service desk impacts employee productivity

    Join us to start transforming the service experience for your employees!
  • How to Avoid Internal Friction When Expanding Service Management Recorded: Dec 11 2018 54 mins
    Sean Sebring and Jason Yeary
    Sean Sebring is an IT Process Improvement Manager who used his service management platform as a vehicle to improve business processes throughout the organization. In fact, over 50% of licensed agents in his organization are outside of IT. In this webinar, he'll cover:

    - How to create buy-in from stakeholders
    - How to work "on the schedule of the business"
    - How to drive process improvement in IT and beyond
  • Streamlining Service Management Through Platform Extensibility Recorded: Oct 10 2018 49 mins
    Margarethe Pfeffer, Shantel Krishnan, and Carter Whitley
    Samanage customer, DPR Construction, will share how they have pushed the boundaries of service management. They'll present how they’re providing the highest level of service to their employees using the Samanage Service Platform.
  • How IT Plays a Lead Role in Expanding Service Management Recorded: Sep 19 2018 46 mins
    Liz Beckner and Shvonne Craig
    IT leaders are experts in service management. From ITIL best practices, to building workflows, to measuring service delivery, IT has it down to a science.

    But the employee experience reaches far beyond IT. This webinar will show you how IT can take a leadership role in helping other departments deliver the same quality services to employees throughout the organization. Shvonne Craig, Director of IT Services at EXOS, will explain how she helped create a single platform for employee support by including all of the major stakeholders.
  • 3 Steps IT Can Take to Deliver a Better Employee Experience Recorded: Aug 8 2018 49 mins
    Matt Cox, Bryan Greer
    Goya Foods is a global organization serving thousands of customers all over the world. How does an organization that large deliver a better employee experience? Join Bryan Greer, Senior System Engineer at Goya Foods, as he shares the top three ways they've used IT service management best practices to improve internal customer satisfaction:
    - Build a user-friendly service portal
    - Measure success with tangible data
    - Continuous improvement and expansion of best practices
  • Modernizing the Employee Experience Through IT Service Management Recorded: Jul 25 2018 44 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 Recorded: Jul 17 2018 42 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
For IT pros who see the whole picture.
SolarWinds® Service Desk helps organizations simplify daily IT tasks, better connect with employees, and drive business productivity throughout the organization with an integrated IT asset management and service management platform.

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  • Title: How IT Plays a Lead Role in Expanding Service Management
  • Live at: Sep 19 2018 6:00 pm
  • Presented by: Liz Beckner and Shvonne Craig
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