Here’s a fun fact: 90% of icebergs are below the water, meaning you’re only seeing 10%. If you’re using a homegrown solution, that’s a titanic mistake. The right helpdesk can give you the visibility you need.
SysAid launched a brand-new user interface (UI) with a fresher and simpler user experience that will speed up your IT service delivery.
In this webinar, you'll learn:
- What are the new features and functionalities?
- How will this help you reduce effort and time to resolution?
- What else is in store for 2019? (Hint: we’re talking automation, AI, and more.)
ITIL 4 was released on February 18, 2019. This new version of ITIL builds on the success of ITIL V3 but has a much better focus on creating value for customers. This webinar will help you to understand the benefits, features, and architecture of ITIL 4, and will help you to understand how you could start using some of the new ideas to help create value for your customers. Topics covered will include:
*How customers contribute to the delivery of services, it’s not just what you do
*The four dimensions of service management, it’s not just about processes
*ITIL guiding principles that can help you make the right decisions
*The new and updated continual improvement model
*The new ITIL architecture, focussed on the creation of value
*ITIL practices, and how they differ from processes
*The new ITIL exam system
Moderator: Elisabeth Thomas. Panelists: Oded Moshe - SysAid and Daniel Breston - Virtual Clarity
Where will automation take IT Service Management in 2019? From AI to machine learning and process automation, there’s a whole host of new capabilities that will ensure customer satisfaction, robust IT security practices and flexible deployments in service management.
Join leading experts in this open discussion to learn how to adopt modernized approaches and embrace innovative practices and technologies for an effective and profitable Digital Transformation.
Organizations continue to regularly switch ITSM solutions, every 3-6 years according to industry analysts. It’s an unfortunate, unwanted, and expensive technology-investment cycle that needs to be broken by organizations.
Watch our webinar with renowned ITSM analyst, Stephen Mann, as he reveals what you should be focusing on in order to make the right ITSM-tool investment decision.
- Understand common issues that organizations encounter with ITSM selection, investment & use
- Get industry statistics on how ITSM requirements are changing
- Review ITSM selection & implementation issues that can hold organizations back
- Free 7-point checklist, with associated best-practice tips, for investing in a new ITSM tool that will improve your IT service delivery & support
- See first-hand how it all works on a real ITSM solution
Oded Moshe, SysAid VP Product + Stuart Rance, ITSM & Security Consultant + Ian Bugeja, Director Product Management, GFI
Cybersecurity is fast becoming an ITSM challenge. Getting the upperhand takes understanding, resilience and the right tools.
Oded Moshe, VP Product from SysAid, hosts expert guests, Stuart Rance (ITSM & security consultant) and Ian Bugeja (Director Product Management, GFI Software), to answer questions so you can start to increase your cyber defenses not only from external, perimeter threats but also from internal threats and unintentional exposures.
Allow your customers to control when and where they work with the benefit of 24/7 support. And since our self-service portal frees customers from the constraint of the support hours of a service desk — it also frees up your time!
Find out how as we cover these topics:
* New user experience
* Customizable themes
* Advanced search functionality
* And much more!
Find out what to expect when moving from on-premise to cloud.
- The benefits of living in the cloud
- What to look for in a cloud vendor
- Cloud history and stats at SysAid
- All that goes into the cloud
- All about the SysAid migration tool
- Answers to common FAQs
Are you a manager in an IT team? Do you have the challenge of running multiple reports, giving quality data back to your colleagues and the rest of the senior managers in your organization? In this 5 minute video we will present you with the tool to deal with these challenges.
Greg Sanker - IT Service Management blogger, speaker, and practitioner
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.
Ivor Macfarlane, IT Service Management Consultant and Trainer
Change management is a corporate necessity, however it can be very difficult for organizations to get it right. Part of the issue comes from organizations seeing change management as just another ITSM process – like configuration or capacity management, say – when change needs a much bigger perspective. These days changes are rarely, if ever, just about IT.
This webinar will look at the difficulties that organizations encounter when they set up and operate change management capabilities, as well as:
* Why change management is more than just “change control” and what constitutes a “successful change”
* How the way in which we deal with personal change can help us survive change management at work
* What the different levels of change authority are
* How standard changes play a key role in surviving change management
* The evaluation, evolution, and customer perspective of change management
Failing to understand the importance of change management can significantly hinder your organization. Join us for this webinar to ensure that your change management processes are working to benefit, not handicap, your business.
Aprill Allen, knowledge management consultant and IT writer
Knowledge management, or more specifically knowledge exploitation, can make a significant contribution in improving an organization’s productivity and innovation. It’s particularly relevant and beneficial to the work of IT support analysts, who are often under pressure to quickly provide resolutions or answers – where from a business perspective, any delay by IT potentially costs money or adversely affects the company’s brand.
However, while knowledge management has increased its profile within the IT service management (ITSM) industry in recent years, it’s sadly still one of the capabilities that many IT professionals know they need, but they can’t get the budget to support a related improvement program.
A healthy knowledge culture, with knowledge management processes embedded into the day-to-day support workflow, will provide your IT support staff with vital knowledge when they need it, and the self-confidence to do their job well. Knowledge management can also lower stress and reduce the effort wasted on rework – it can ultimately feed a well-maintained self-service facility.
In this webinar, we’ll take a look at:
* What knowledge is, and what we mean by knowledge management
* Suggestions for building cultural awareness
* Common roadblocks to adoption and the keys to success
* Best practices your team can adopt, without the need for a big budget
* Key tips on how to justify knowledge management in your organization
Employee self-service is often viewed by IT as a 'knight in shining armor' since it can provide quicker employee access to both help and new services, while taking some of the pressure off overworked corporate IT service desks. However, for many organizations, their initial attempts to introduce self-service have been more white elephant than white knight – with low employee adoption and utilization rates – often due to an overemphasis on the technology.
Thankfully now, after many hard lessons have been learned, some organizations are finally getting self-service right. In this webinar, we’ll share how they’ve succeeded, by:
* Exploring the variety of challenges and potential pitfalls with self-service – including technology, management, and end-user perspectives
* Offering practical advice and good practice on how to design, launch, manage, and encourage the use of an employee self-service facility for IT (or any other corporate service provider)
* Providing sensible actions that will help you to either get started with, or to improve upon, self-service within your organization
Rob England (aka The IT Skeptic) - ITSM author, commentator, and consultant
When it comes to measuring the performance of a Service Desk, what are the right metrics to use and the right ways to measure? There is a lot of good advice on this topic already, but in this webinar, Rob England brings the IT Skeptic's critical approach to the question, and looks at:
* What are the right metrics
* How to achieve a balanced view
* Being careful in interpreting the results
Too many organizations settle for resolution times and call numbers to measure their Service Desk performance. Learn how these are not only not enough, but may not be the right metrics at all!
Stuart Rance, ITSM consultant, trainer, and author
Incident management can be a very costly process, with lots of staff using expensive tools and telephony. It is also very visible to customers, who will let you know very quickly if it doesn’t meet their needs. So it’s really important to make sure this process is as efficient and effective as possible.
This session will be based on Stuart’s many years of working with clients from a wide variety of industries and countries, many of whom have needed to implement improvements to incident management. Stuart will describe approaches that have worked for other organizations, which you may be able to adopt into your own improvement program.
Industry leaders & IT pros chime in with service desk management tips
Watch dynamic discussions and learn from industry experts about IT service management (ITSM) and help desk hot topics, ITIL best practices, and SysAid’s features, including a powerful ticket management tool, IT asset management, self-service, BI analytics, mobile device management, chat, password reset, mobile apps, industry benchmarking, and more.
SysAid Technologies Ltd. is a leading provider of customer-driven IT Service Management (ITSM) solutions. Available as a cloud-based or on-premise solution, SysAid provides affordable, innovative, and intuitive ITSM software aligned with industry best practices. SysAid serves over 10,000 customers across 140 countries, from SMBs to Fortune 500 corporations.