Hi [[ session.user.profile.firstName ]]

Turn your field service team into Superheroes

Your field service teams may be the first human interaction your customers ever have with your brand and often this interaction is as a result of something going wrong.

Join us to learn how you can help your field teams be the best they can be and set them up for success:

- Help them be at the right time at the right place and where they are needed the most
- Empower them to resolve their customer inquiries first time – every time.
- Help them fix problems before customers know they have them.
- Enable them with access to information and insights to provide a better customer experience.
Recorded Oct 27 2020 53 mins
Your place is confirmed,
we'll send you email reminders
Presented by
Paul Baptist, Senior Director, Solution Consulting - CSM and Roslyn McGinty, Advisory Solution Consultant, ServiceNow
Presentation preview: Turn your field service team into Superheroes

Network with like-minded attendees

  • [[ session.user.profile.displayName ]]
    Add a photo
    • [[ session.user.profile.displayName ]]
    • [[ session.user.profile.jobTitle ]]
    • [[ session.user.profile.companyName ]]
    • [[ userProfileTemplateHelper.getLocation(session.user.profile) ]]
  • [[ card.displayName ]]
    • [[ card.displayName ]]
    • [[ card.jobTitle ]]
    • [[ card.companyName ]]
    • [[ userProfileTemplateHelper.getLocation(card) ]]
  • Channel
  • Channel profile
  • The Business Focused PMO Dec 17 2020 2:30 am UTC 58 mins
    Andy Jordan, Roffensian Consulting S.A, Doug Page, ServiceNow & Jim Tisch, ServiceNow
    A modern, adaptive and business focused Project Management Office (PMO) can empower agility for your organisation. And for PMOs today, there’s extraordinary opportunity to drive business value—transforming the way teams manage project portfolios by breaking down silos.

    Register for this IT business management webinar where we discuss how PMO and IT leaders can help increase business alignment, improve project predictability, and accelerate project delivery for your enterprise. Our topic agenda includes:

    - Decreasing time to value for the business
    - Gaining end-to-end visibility for resources and alignment with goals
    - Enabling success by offering a PMO built for today’s world
  • Master IT workflows in healthcare Dec 15 2020 5:00 pm UTC 53 mins
    Drew Koerner, Kristen Hoyt, and Bill Hansey of ServiceNow
    During the webinar, leaders from ServiceNow will explore how a unifying solution to bridge IT services can connect people, functions and systems to drive innovation, increase business agility and unlock productivity.

    They will also discuss how the automation will help free up money that can be reinvested to further improve IT and operations — enabling you to work better in any environment.

    Topics to be covered include:
    -Delivering scalable IT services for healthcare on a single ITSM cloud platform
    -Increasing IT agent productivity and resolving issues faster with platform-native AI
    -Creating unique service experiences that are tailored to your employees
  • CSDM done right. How to build and drive value from your CMDB with Discovery Dec 15 2020 2:30 am UTC 47 mins
    Mona Farrell, Director Transport for NSW & Mervyn Wong, David Frost & Jason Venkataya, ServiceNow
    Populating information in the CMDB without proper consideration does not allow organisations to utilise the full power of the ServiceNow Platform. A Common Services Data Model (CSDM) is a framework underpinned by a methodology. The CMDB is not a project, it’s how organisations accelerate their digitisation journey.

    If you are building a new CMDB or cleaning up an existing one, this webinar shares best practice and guidance on how to get started.

    Join our ServiceNow experts and valued Customer as they share insights on:

    - What a healthy CMDB looks like and how it drives a CSDM
    - Best practices to follow for deploying a healthy CMDB
    - Real life customer insights on how to populate and maintain your CMDB with ServiceNow Discovery
  • Now on Now: How ServiceNow uses Now Intelligence Dec 10 2020 5:00 pm UTC 58 mins
    Vijay Kotu, Vice President, Analytics and Rajeev Sethi, Senior Director, Employee Experience both of ServiceNow
    The Now Platform® Orlando release offers an incredibly rich set of artificial intelligence (AI) capabilities and analytics, helping you and your team work smarter and faster. Join us to learn how these features can help further empower your organization!

    In this webinar, we’ll take an insightful look into how ServiceNow® is maximizing the newest capabilities in the Now Platform to become more intelligent in responding to business needs. You’ll discover how you can:
    -Respond faster and more intelligently to business needs
    -Reduce incident volume while improving operational efficiency
    -Boost employee productivity using native AI and analytics
  • Adjusting Your Customer Engagement Approach in the Current Times Dec 10 2020 2:30 am UTC 50 mins
    Paul Selby, Director, Product Marketing, Customer Workflows, ServiceNow
    As customer service organisations scramble to adjust their operations to the new reality of closed offices and storefronts, most feel they face only two options: change staffing levels or change processes.

    Learn how you can adopt a strategy that proactively addresses both options in order to deliver the level of attention customers demand. Watch now for these key takeaways:

    - Examples of how large companies and organisations such as Basware, Proximus, State of Tennessee, and more are better connecting engagement to operations
    - Best practices to automate solutions to requests through self-service
    - Ways to empower agents to do to more, more effectively
  • The evolution of HRSD and HR Shared Services with Leapgen’s Jim Scully Dec 8 2020 2:30 am UTC 60 mins
    Jim Scully, founder of HR Shared Services Institute and Senior Fellow, Leapgen & Jason Averbook, Co-Founder and CEO, Leapgen
    Work is rapidly evolving. And it’s clear from Leapgen’s 2020 Workforce Experience and Service Delivery Practices Survey findings that a digital employee experience platform will be a foundational element—shaping up to be the “fourth wave” in the evolution of HR service delivery. Does your digital HR strategy have what’s required for success?

    Please join two of the brightest minds in HR, Leapgen CEO and Co-Founder Jason Averbook and Leapgen Senior Fellow Jim Scully, as they talk with Jen Stroud, ServiceNow’s Principal Strategist for Employee Experience Solutions, about the trends and challenges emerging around the employee experience. These experts will discuss:

    - The exclusive findings of Leapgen’s 2020 Workforce Experience and Service Delivery Practices Survey, which covers the changing perceptions of the employee experience
    - The importance of business agility and why having a digital experience platform is essential in uncertain times—when conditions can change overnight
    - How to build a strategic “work-from-anywhere” action plan to help drive the productivity of your new hybrid workforce
  • The ITAM Triforce: Discover the power of SAM, HAM, and the CMDB Dec 2 2020 4:00 pm UTC 57 mins
    Daniel Slocum and Eric Martinez of ServiceNow ITAM
    The workforce is rapidly changing in the new normal, and your asset management must adapt—requiring increased visibility into your hardware and software estate. Otherwise, the risk of IT overspending will continue to grow.

    Hardware Asset Management (HAM) is a powerful starting point for a robust CMDB—empowering the asset and discovery data Software Asset Management (SAM) needs. Join us as we walk through how you can:
    -See how SAM, HAM, and the CMDB work together for optimal ITAM practices and workflow
    -Showcase SAM, HAM, and CMDB relationships and workflows by demoing cross-product use cases
    -Understand the value ITAM can deliver to your organization’s teams and departments—driving down IT spend and providing crucial data to decision-makers and stakeholders
  • Master IT workflows in federal and government Recorded: Nov 17 2020 62 mins
    Bob Osborn, Kristen Hoyt, and Bill Hansey of ServiceNow
    Keeping IT operations running smoothly is essential in the new normal. Join our webinar on connecting people, functions, and systems—driving innovation, increasing business agility, and unlocking productivity.

    By attending, you’ll learn how to master IT workflows in federal and government, including how to:
    -Automate and streamline work by consolidating to a single platform for government
    -Deliver resilient service experiences to support changing needs
    -Scale IT to gain real-time visibility and innovate to establish your digital leadership
  • Automation and operational excellence: Delivering predictable customer service Recorded: Nov 10 2020 52 mins
    John Ragsdale, TSIA, Denise Pope, Nationwide Insurance and Tom Brennan, ServiceNow
    The reality is that many customer service issues are not solved most effectively by agents in the contact centre. Some requests are handled more quickly and easily through customer self-service. For more complex problems, support agents often need to work with other teams in the organisation to address them.​

    In both cases, automation can improve customer experience and employee experience. And when things change in an instant, you want your operational processes to keep up. If you can deliver predictably high service levels during unpredictable times, your customers will notice and thank you for it.​

    Join this webinar with Tom Brennan, principal strategist for Customer Service Digital Transformation at ServiceNow, and John Ragsdale, distinguished vice president of Technology Research at TSIA, who will discuss:​

    - Why automation is important for customer engagement and service operations.​
    - Ways to break down communication and process silos among teams across the front, middle, and back office.​
    - Best practices for organising resilient operations
  • The Future of Work in the new normal Recorded: Nov 4 2020 59 mins
    Chris Pope
    The ability to manage change with instant agility—while still delivering great experiences for customers and employees—has become a critical necessity. Work must flow freely between companies and their employees; local agencies and their citizens; hospitals and first responders; airlines and passengers; schools and students. Digital transformation is the only way for businesses to keep up—from IT to HR, customer service, security, and beyond.
  • Taking automation to the next level Recorded: Nov 3 2020 56 mins
    Peter Doherty, Principal Solution Consultant and Brett Hamilton, Principal Solution Architect, ServiceNow
    In this practitioner-led webinar, you’ll learn how to:

    - Use analytics and machine learning to identify high volume/high value use cases
    - Run a program to effectively prioritise and roll out automation use cases
    - Use clustering to find not-so-intuitive use cases that are high value for automation
  • Modernize and automate IT service management like a boss Recorded: Oct 27 2020 52 mins
    Bill Hansey, senior product marketing manager, and George Rubio, technical marketing leader, both of ServiceNow
    Oftentimes, IT teams aren’t able to innovate due to spending so much time simply trying to keep their tools working. And an overall lack of visibility only compounds the problem by creating risk, as the team is always in a reactive—rather than proactive—mode. Does this sound familiar?

    Join our webinar on modernizing IT by consolidating to a single system of engagement.

    You’ll learn how to accelerate your digital transformation and propel your organization’s growth—all while delivering outstanding employee experiences.

    By attending our webinar, you’ll learn how to effectively:

    -Modernize IT by consolidating legacy tools to a single cloud-based system of engagement and gain real-time visibility, going from firefighting to innovation
    -Scale your IT staff using conversational virtual agents and automating routine work
    -Provide service desk agents with everything they need—including AI-assisted recommendations—to deliver better experiences that make IT a hero
  • Turn your field service team into Superheroes Recorded: Oct 27 2020 53 mins
    Paul Baptist, Senior Director, Solution Consulting - CSM and Roslyn McGinty, Advisory Solution Consultant, ServiceNow
    Your field service teams may be the first human interaction your customers ever have with your brand and often this interaction is as a result of something going wrong.

    Join us to learn how you can help your field teams be the best they can be and set them up for success:

    - Help them be at the right time at the right place and where they are needed the most
    - Empower them to resolve their customer inquiries first time – every time.
    - Help them fix problems before customers know they have them.
    - Enable them with access to information and insights to provide a better customer experience.
  • Applying automated governance principles to the world of DevOps Recorded: Oct 22 2020 58 mins
    Eric Ledyard, senior technical product marketing manager, and Richard Hawes, director, product marketing, both of ServiceNow
    Enterprises everywhere crave the speed of DevOps while still meeting the necessary requirements for security and governance. But is it possible to thread this needle successfully—essentially having your cake while eating it, too? The answer is a resounding yes.

    Join our webinar as we discuss taking change management to the next level through automation. You’ll gain insights into bridging the gap between speed and safety, as we share how you can:

    -Applying governance to DevOps deliverables—without slowing down
    -Improving the relationship between development and operations teams
    -Gaining new insights by continuously improving product delivery processes
  • How Southern Cross Health automated and enhanced their IT operations Recorded: Oct 20 2020 24 mins
    Joy Snook, Enterprise Account Executive, ServiceNow and Andy Tatarzycki, Head of Digital Operations, Southern Cross Health
    The Southern Cross Health Group are New Zealand’s largest non-public healthcare organisation with over 900,000 members. Over the last three years, with the help of ServiceNow, they have automated and streamlined their IT Operations to deliver value at every step of their customers and employee’s journey.  

    During this webinar Joy Snook, Enterprise Account Executive, ServiceNow interviews Andy Tatarzycki, Head of Digital Operations, Southern Cross Health Society on Southern Cross’s journey in more detail including:  

    - The benefits of getting Configuration Management Database (CMDB) right from the beginning    
    - How ServiceNow assists them in complying with audit and security requirements   
    - The flexibility and agility ServiceNow provides, enabling the ability to pivot quickly with market trends and business demands   
    - How they reduced their mean time to resolution (MTTR) from 12 days to 2 days  
    - The improvement of change management going from 2-3 changes a week to 11 a day
  • Gain Visibility across the Enterprise with ITSM and ITOM Recorded: Oct 14 2020 49 mins
    Kristen Hoyt, product marketing manager, and Chad Corriveau, senior technical product marketing manager, both of ServiceNow
    Continuing to hang on to legacy tools means greater complexity and fragmentation. And operating in siloes yields higher costs in service delivery, mainly because of the erratic availability and wasted time due to uncoordinated responses. Why not elevate your IT team and help better control costs?

    Register now for our webinar. You’ll learn how the Now Platform® combined with ITSM and ITOM services empowers your IT team to:

    -Remove legacy tools and modernize your IT services with a single cloud solution
    -Transition from a reactive fire-fighting mode to a proactive service model
    -Elevate the perception of IT from a cost center to a technology leader
  • Using automation to secure your remote workforce Recorded: Oct 1 2020 33 mins
    Karl Klaessig, Director of Product Marketing for Security Operations Solutions, ServiceNow
    After years of keeping personal devices with dubious security at arm’s length, BYOD is suddenly necessary for remote employees. Learn the various solutions CIOs and CISOs are now using to help secure their remote workforces during these uncertain times.

    Join Karl Klaessig, our Director of Product Marketing for Security Operations Solutions, as he shares insights on:

    - Mitigating enterprise security risks from BYOD
    - Securing your remote workforce via automation
    - Ensuring resilience for your critical business operations
  • Ensuring the resilience of your critical business operations Recorded: Sep 24 2020 49 mins
    Peter Doherty, Principal Consultant, and Nathalie Tousignant, Senior Principal Product Manager, ServiceNow
    In this webinar, Peter Doherty, Principal Consultant, and Nathalie Tousignant, Senior Principal Product Manager from ServiceNow discuss how to address the challenges of driving resilience to provide stable and highly available business services without over investing to get an extra Nine in percentage availability.

    For many years the investment has been in hardware, even more so now using the high availability afforded by moving to public cloud providers. Though you cannot move everything to the cloud, often times HA is about minimising the impact of an outage. Now many organisations want to get ahead of this and predict when outages may occur.

    During this discussion, they will cover:

    - Moving from reactive to predictive in minimising service outages
    - How Machine Learning enables the understanding of the operational norms of business services
    - Using AIOps to give you extra time to respond to possible service interruptions
    - Maximising your resources in challenging times
    - Managing the ongoing demand from customers now “wanting more!”
    - The benefits of gaining insights across service management to identify issues and challenges
  • Digitising your core Governance, Risk and Compliance programs Recorded: Sep 17 2020 58 mins
    Otu Umoren, National Lead, Risk Solutions and Guillaume Burdy, GRC Advisory Solution Consultant, ServiceNow
    With ever-increasing operational challenges on the horizon, and reliance on digital services at an all-time high, this webinar explores how ServiceNow is uniquely positioned to help organisations improve their operational resilience by embedding risk, compliance, and business continuity into everyday workflows.

    Join us and learn how to digitise your core Governance, Risk and Compliance programs, realise quick wins by leveraging data already on the platform, and how this sets the foundation to continuously evolve your risk and compliance programs into the future.
  • Keep your IT operations always running smoothly with automation and AIOps Recorded: Sep 15 2020 62 mins
    Anthony Segran, Senior Manager, Solutions Practices ANZ and Simon White, Senior Advisory Solution Consultant, ServiceNow
    As organisations face ongoing business impacts in uncertain times, they're learning valuable lessons about IT resilience. The sudden shift in how and where people work has presented new challenges, causing spikes in IT resource demands and unplanned outages. Untested work-from-home processes have slowed overall productivity and increased IT trouble tickets. These rapidly unfolding consequences lay bare the critical importance of IT resilience.

    Join us to see how you can scale your IT operations using automation and AIOps, how you can support these changes with increased productivity and reduced costs, while still delivering resilient and compelling service experiences.

    During the webinar, we will also cover:

    - Newfound efficiencies critical to success in today’s business climate, and how AIOps-driven intelligence can reduce outages in digital services
    - How automation can eliminate manual processes and boost productivity
    - Strategies to prioritise impacts and remedies across users, services and applications
    - Real time log analytics for anomaly detection
ServiceNow makes work, work better for people.
Transform old, manual ways of working into modern digital workflows, so employees and customers get what they need, when they need it—fast, simple, easy. When people work better, business works better.

ServiceNow delivers digital workflows that create great experiences and unlock productivity for employees and the enterprise. We simplify the complexity of work on a single, enterprise cloud platform. The Now Platform®: The intelligent and intuitive cloud platform for work™

Embed in website or blog

Successfully added emails: 0
Remove all
  • Title: Turn your field service team into Superheroes
  • Live at: Oct 27 2020 2:30 am
  • Presented by: Paul Baptist, Senior Director, Solution Consulting - CSM and Roslyn McGinty, Advisory Solution Consultant, ServiceNow
  • From:
Your email has been sent.
or close