Name: Forrester Outlook: The State of Enterprise Service Management
Start: 2021-03-23T03:00:00Z
End: 2021-03-23T03:00:52.000Z
Location: BrightTALK
Rating: 0

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™

As tech companies vie for competitive advantage in a rapidly evolving marketplace, they often struggle to scale support operations for a growing customer base while delivering an exceptional service experience. Join Brian Solis and Rohit Batra, General Manager of Telecom, Media & Tech Industry, and friends Per Edin, AI Leader at KPMG and Adam Cheyer, AI Pioneer, Creator of Apple’s Siri and Samsung’s Bixby AI Assistants, Founder of 5 Successful Start-ups, VP of AI Experience at Airbnb, Award-Winning Magician to listen in as they discuss how AI is changing the competitive landscape in tech.

Deliver Better Employee and Customer Experiences in the Tech Industry with AI

Banking customers expect seamless customer service, including faster – and often real-time – responses to their requests, and more targeted and empathetic interactions. But siloed departments and legacy systems make it nearly impossible for financial institutions to deliver efficient integrated, automated, anytime-anywhere service for customers and employees. Join Brian Solis and Tammi Shapiro, Head of Product for the Financial Services Industry at ServiceNow, and friends Keri Smith, Managing Director, AI & Digital Entrepreneur, Thought Leader & Artist, at Accenture and Jim Marous, Top 5 Retail Banking Influencer, Podcast Host and Co-Publisher at the Financial Brand to listen in as they explore practical generative AI use cases for driving productivity and growth at financial institutions

Multiply Productivity and Deliver Frictionless Customer Experiences

The modern manufacturer must constantly innovate to compete in a changing climate. Smart manufacturing, the Internet of Things (IoT), and other Industry 4.0 trends are introducing new possibilities, triggering a race to gain a competitive advantage through innovation and efficiency. Join Brian Solis and Sebastiaan Lauriijsse, Global Head of High Tech Industry and friends Lindsey Berckman, Principal at Deloitte and John Carrier, Senior Lecturer of System Dynamics at MIT Sloan School of Management to listen in as they dig into the tangible business impact of AI in manufacturing.

Be the Future-ready Manufacturer with AI

With more pressure to deliver high quality care, with fewer dollars, for more people, Healthcare providers are looking for ways to leverage AI to improve all aspects of their services. Join industry leaders as they explore the potential and practicalities of automation in healthcare, powered by AI. The session will feature Brian Solis, Head of Global Innovation, ServiceNow; Mike Luessi, General Manager of Healthcare and Life Sciences at ServiceNow; Kaveh Safavi, Senior Managing Director, Consulting Global Health at Accenture; and Tom Davenport, Author and Distinguished Professor of IT and Management at Babson College

Improve Employee and Patient Experience through an AI-first Approach

Today's enterprise leaders need to move fast and adapt to constantly changing market conditions. But accelerating work processes and delivering better experiences for customers and employees is even more challenging when legacy systems and applications aren't up to the task. Replacing and sometimes even upgrading legacy technologies can create more cost and risk. But there's a better way.

Join ServiceNow for a discussion of how ServiceNow App Engine can revitalize your legacy application landscape through the combination of low-code tools, hyperautomation, and AI capabilities. You’ll see how you can transform your legacy applications to:

· Open up data access to more people, more applications, and more processes

· Scale up app delivery and improve user experiences

· Reduce operational costs and the risk of technical debt

You’ll also hear inspiring use cases outlining how real-world ServiceNow customers consolidated and centralized their legacy applications using low-code tools. They were able to drive new value by reimagining their legacy application assets.

Modernize your legacy application landscape with ServiceNow

Join us as we unveil exclusive insights from our CX Trends survey. Discover the intricacies of connecting with the customer, empathize with challenges agents confront daily, and understand the pressures weighing on CX leaders.

Immerse yourself in a thoughtful conversation among industry experts as they share individual experiences and discuss strategic recommendations, including how AI (Artificial Intelligence) and Generative AI are delivering real value in customer service.

Join us now in exploring the dynamic intersection of technology and human touch that is defining the next era in customer experience.

Speakers:
Elizabeth Dixon, entrepeneur and author of The Power of Customer Experience
Kim Sanchez, director of customer care and experience, 7-Eleven
Terence Chesire, vp product management, customer workflows, ServiceNow
Dwight Moore, senior director product marketing for customer workflows, ServiceNow

Customer service insights in the GenAI era

ServiceNow’s annual IT asset management (ITAM) survey reveals 63% of IT leaders consider environmental, social, and governance (ESG) part of their long-term vision and priorities. If your organization has ambitious ESG, sustainability, or social impact goals and initiatives, you may be wondering how your ITAM team can make an impact.  

In this webinar, discover how ServiceNow IT Asset Management and ESG Management work together to help you automate how sustainability is measured and reported with in-depth visibility into the environmental impact of your IT infrastructure. You’ll explore how to: 

·         Track and reduce carbon emissions across the enterprise while trimming costs 
·         Reduce e-waste and streamline asset disposal 
·         Donate assets to charitable organizations 
·         Build a sustainable IT business that scales

Dive into Sustainable IT with ServiceNow ITAM and ESG

Join Brian Solis, Head of Global Innovation at ServiceNow and friends Allie K. Miller, AI Entrepreneur, Advisor, Investor and Conor Grennan, Head of Generative AI at NYU Stern as they kick off this 5-part series with a lively and empowering session that explores how to shift the digital transformation narrative towards ROI and growth, powered by AI. You’ll hear key learnings and actionable next steps to get you started on your AI-first journey.

Speaker names and title –

Brian Solis, Head of Global Innovation, ServiceNow
Allie K. Miller, AI Entrepreneur, Advisor, Investor
Conor Grennan, Dean of MBA Students and Head of Generative AI at NYU Stern

Unlocking the Exponential Power of an AI-first Enterprise

The modern enterprise still relies heavily on technology deployed in traditional infrastructure and virtualized environments. But as organizations invest in cloud capabilities, and development teams adopt containerized deployment methodologies, the cloud native enterprise is already here. According to a report from Sysdig, nearly 75% of containers have high or critical vulnerabilities and 83% of images that run in production containers have at least one patchable vulnerability. Today, Security teams must be able to handle the complexity of container security and cloud security posture management on top of their traditional infrastructure and security hygiene concerns. Join Karl Klaessig and Julian Azaret for a discussion on how to secure this new cloud native enterprise, and how ServiceNow can help unify your security workflows across cloud, container, and traditional infrastructure.

Securing the hybrid enterprise

Low-code developers receive all the joy and satisfaction of pro code developers — without the endless training, schooling, and bootcamps. And now, they also have generative AI. When low-code and generative AI come together, they can be leveraged to do more with less, and increase their overall impact on the organization. Learn more when you watch our webinar: Leverage generative AI to boost your low-code developer experience. At this event, you’ll:

• Learn how you can automate mundane work with ServiceNow generative AI
• Discover generative AI text-to-code capabilities to improve the accuracy and speed of low-code development
• See how to improve developer productivity across the enterprise

Watch today to hear more about increasing your development teams’ productivity and efficiency with low-code and generative AI.

Leverage generative AI to boost your low-code developer experience

Do you have a backlog of low-code apps but no one to build them? Have you started a small citizen development program but don't know how to grow? Come learn how citizen developers can boost productivity and lower cycle time across your enterprise. Nationale Nederlande (NN) Group experts will share how they empower citizen developers to create value with ServiceNow®'s low-code platform. The session will review how to ensure proper governance, how to start small and grow a program, and the importance of hosting hackathons to drive innovation. NN Group's experts will close with a demo—from intake to building an app, fast!

3 defining fundamentals to kick-start your citizen development journey

Today, it takes 277 days on average to identify and contain a data breach. In other words, cyberthreats are growing in both frequency and severity. It’s no longer enough to meet them with a reactive, disconnected response.  
ServiceNow experts will lead this exploration into how businesses like yours can break down silos across IT, security, and risk, to build a more effective, collaborative cyberthreat response, with Enterprise Case Management.  
Watch our webinar to discover how to transform your security operations with three core pillars:  
 - Expediting incident triage and prioritization  
 - Responding to cyberthreats faster with centralized operations  
 - Scaling team capacity and resources through automation

Drive Cyber Resilience with Enterprise Case Management

IT leaders are expanding their infrastructure to cover dynamic multi-cloud environments because of its agility and scalability, allowing companies to innovate faster. These dynamic environments add layers of complexity, with many enterprises having a mix of on-premises, cloud, and cloud-native apps.  

Watch this seminar to see how you can operate and transform in the cloud with AI-powered service operations and observability.   

Learn how to deliver more reliable and secure software across your IT estate—both on-premises and in the cloud—by combining your existing ServiceNow capabilities with AIOps and Cloud Observability.   

Along with your industry peers, we’ll explore how you can:  
- Provide service & operations teams more control over IT estate, eliminating visibility gaps. 
- Predict and prevent cloud issues by detecting anomalies. 
- Improve the reliability of cloud environments with better governance, visibility, and monitoring.

AI-powered Service Operations and Observability

Explore this extensive ServiceNow interview with two Anglepoint FinOps experts to understand the landscape of enterprise FinOps. Topics cover organizational reports with showbacks and chargebacks, an ideal cloud cost management workspace, features in an enterprise-grade cloud cost management solution, reporting to executives using cloud cost management data integrated with other technology asset data, and suggested next steps in your FinOps journey.

Moving up to Enterprise FinOps

What can we do to mature and scale our risk and compliance management program?” That’s a common question Ronnie Tung, Sr. Manager, Audit, Risk, and Assurance Automation at ServiceNow gets when speaking with customers. Join us as he shares what he tells customers about the journey ServiceNow has been on and what we’ve learned along the way. Some of the secrets he’ll share include:  
• Ways to overcome the challenges that lay in building a global enterprise risk program 
• How to bring leaders together with a common language
• What level of visibility is necessary to allow risk-based decision making

ServiceNow’s secret for how to build a scalable enterprise GRC program

If you’re like most executives, you’ve seen firsthand how geopolitical uncertainty, slow economic growth, and restrictive architectures can impede your organization’s ability to quickly pivot in the face of changing market demands. 

Help your organization rise above unpredictable external forces—and continually reinvent itself to remain competitive. Join Chief Transformation Officer of ServiceNow, Vishy Gopalakrishnan, and Satish Iyer, VP & General Manager, Emerging Services of Dell Technologies, for an exclusive fireside chat, Agile transformation: Reinventing an enterprise for competitive success. They will discuss embracing agility at scale, to create and capture value, and drive innovation – focusing on these key strategies: 

- The role of interconnected, high-performing, cross-functional teams to embracing change 
- How decoupled technology stacks that separate data and experience, as well as emerging technologies such as generative AI, can drive outcomes 
- The benefit of pivoting quickly to meet changing market demands and stay ahead of your competitors

Join fellow executives and learn how to turn operating models into competitive advantages. Watch now.

Agile transformation: Reinventing an enterprise for competitive success

There’s a lot to be said for tightly controlled software ecosystems. Not least being simplified governance. But what role does governance play with low-code? How do you maintain IT and cybersecurity standards when citizen developers are building their own apps? To find out, watch our webinar: Low-code Governance: Empower citizen developers to accelerate productivity. You’ll learn: 

• How to prevent application sprawl 
• Who maintains and supports citizen developed apps 
• How to keep your development team from becoming overwhelmed 

Help enable a new generation of developers—citizen developers—boost business productivity.

Low-code Governance:  Empower citizen developers to accelerate productivity

An Enterprise Service Management (ESM) approach extends beyond ITSM, helping deliver cost-savings and operational innovations across departments. But what’s the right path for enterprises to take in achieving this promise?

Join us for this webinar with Charles Betz, Forrester Principal Analyst, as he presents key findings from The Forrester Wave™: Enterprise Service Management. This study covers many enterprise-wide service delivery challenges and outcomes, along with the types of solutions to address these needs. You’ll gain valuable insights on the state of ESM today, including:

- The importance of the employee experience and how ESM assists it
- The evolving trends within ESM, DevOps, and cloud-native
- The increasing role of AI and chatbot across enterprises
- ESM in the broader context of enterprise software

Forrester Outlook: The State of Enterprise Service Management

Artificial Intelligence

Automation

Chatbots

DevOps

Digital Transformation

Enterprise Software

ITSM

Machine Learning

Welcome to the mobile computing community on BrightTALK! With the consumerization of IT and the widespread adoption of mobile devices across the globe, mobile computing has become an important part of many people's lives in a culture of bring your own device (BYOD). With mobile devices doubling as work phones and more employees working from home, businesses need to provide secure access to data and work applications from anywhere at any time. Join this growing community and hear from industry thought leaders in webinars and videos as they share their insight on mobile computing research and trends.

Mobile Computing

Are you an IT service management professional interested in developing your knowledge and improving your job performance? Join the IT service management community to access the latest updates from industry experts. Learn and share insights related to IT service management (ITSM) including topics such as the service desk, service catalog, problem and incident management, ITIL v4 and more. Engage with industry experts on current best practices and participate in active discussions that address the needs and challenges of the ITSM community.

IT Service Management

The IT security community on BrightTALK is composed of more than 200,000 IT security professionals trading relevant information on software assurance, network security and mobile security. Join the conversation by watching on-demand and live information security webinars and asking questions of experts and industry leaders.

IT Security

Increasing expectations for good governance, effective risk management and complex demands for corporate compliance are presenting a growing challenge for organizations of all sizes. Join industry thought leaders as they provide you with practical advice on how to implement successful risk and compliance management strategies across your organization. Browse risk management resources in the form of interactive webinars and videos and ask questions of expert GRC professionals.

IT Governance, Risk and Compliance

The application development community features top thought leadership focusing on optimal practices in software development, SDLC methodology, mobile app development and application development platforms and tools. Join top software engineers and coders as they cover emerging trends in everything from enterprise app development to developing for mobile platforms such as Android and iOS.

Application Development

Unified communications improve collaboration and increase productivity among employees through technologies such as VoIP, instant messaging and social media. Join this community to learn how to benefit from the full value of unified communications and collaboration technologies.

Collaboration and UC

Enterprise applications have become a crucial piece of infrastructure for many businesses. The enterprise applications community on BrightTALK features the latest insights in enterprise application integration, enterprise application architecture and EAS software. Join the community to gain access to thousands of videos and webinars presented by recognized enterprise information systems experts and arm yourself with the knowledge you need to succeed.

Enterprise Applications

The IT project management community on BrightTALK includes thousands of IT project and portfolio management professionals. Find relevant webinars and videos on agile methodologies, scrum strategy, project management processes and more. Attend live webinars or view on demand content presented by recognized thought leaders in the IT project management industry.

IT Project Management

Get powerful help desk and support insights from influential experts. Connect with thought leaders and colleagues to get the most up-to-date knowledge on the help desk and support strategies that effect business value and growth.

Help Desk and Support

As an IT professional, many of the problems you face are multifaceted, complex and don’t lend themselves to simple solutions. The information technology community features useful and free information technology resources. Join to browse thousands of videos and webinars on ITIL best practices, IT security strategy and more presented by leading CTOs, CIOs and other technology experts.

Information Technology

Many elements come into play when attracting the right talent. Is your careers page up-to-date? Does your website accurately represent your company culture and communicate it clearly to recruited applicants? In terms of internal processes, do you have an ongoing talent acquisition strategy? How efficient are your application screening and onboarding processes? Where and how are you looking for top candidates and are you enabling them to find you? Discover best practices and learn from industry thought leaders by joining the recruiting community.

Recruiting

Happy employees make productive employees. HR managers are now finding that compensation and benefits alone cannot keep employees happy; they also need nurturing through proper training and development. Join the BrightTALK talent management community to learn how to engage and retain your best talent by providing them with the tools and rewards they need to enhance their performance and reach their potential.

Talent Management

Modern human resources professionals are charged with not only the recruitment of talent, but also retention, satisfaction and management. They also support the training, assessment and compensation aspects of employee management. Join this community to connect with thought leaders and learn about trends in benefits, compensation and talent management. Stay ahead of the curve to attract and retain top talent and strengthen organizational leadership and culture.

HR Strategy

Human resources is intrinsically linked to business success and requires a thoughtful balance of a variety of complex issues. The human resources community on BrightTALK is made up of thousands of professionals in human resources exchanging human resources best practices and advice. Watch hundreds of on-demand webinars for immediate information or participate in upcoming live webinars and have your questions answered by respected HR thought leaders.

Human Resources

Thousands of healthcare IT professionals compose the health IT community on BrightTALK. Learn alongside them with relevant webinars on healthcare IT compliance, big data in healthcare and IT solutions for healthcare organizations. Join the conversation by asking questions and engaging with other participants during live webinars and organized discussions.

Health IT

Healthcare

Get powerful manufacturing insights from influential experts. Connect with thought leaders and colleagues to get the most up-to-date knowledge on strategies and techniques to accelerate production cycles while increasing efficiencies and improving profitability.

Manufacturing

The research and development community on BrightTALK brings together leading professionals in healthcare, technology and manufacturing to present on current topics in their fields. From big data in healthcare to online forensics training and medical research practices, the community is an exceptional resource for those looking to expand their knowledge. Be part of the conversation by joining the community and participating in interactive live webinars.

Research and Development

Join this new, vibrant community to learn and connect with top thought leaders, startups and banks who are disrupting the financial services industry. Keep up with the latest news and trends in Fintech and take part in lively debates on topical issues and challenges.

Fintech

The accounting and finance community on BrightTALK features presentations from leading accountants and finance professionals. The accounting community includes tax planning strategies, QuickBooks webinars and other accounting webinars, while the finance community features presentations on financial capital regulations and forensic data analytics. Join the conversation by attending live financial and accounting presentations and connecting with industry thought leaders.

Finance

Leadership styles are continually evolving to incorporate new ways of thinking about employee satisfaction, motivation and performance. Find webinars and videos on the strategies, techniques and qualities that make an effective leader. By participating in this community you will gain insight into current leadership theories and how to optimize employee performance.

Leadership

Get powerful distribution and logistics insights. Connect with experts and colleagues to get the most up-to-date knowledge on design, planning, execution, control, and monitoring of supply chain activities to build your competitive infrastructure, leverage worldwide logistics and create value.

Distribution and Logistics

Get powerful operations insights for your business. Connect with experts and colleagues to get the most up-to-date knowledge on which systems and processes are driving operational efficiency, maximizing value and customer success.

Operations

In the business management community, commercial experts will be sharing webinars and videos on an array of subjects. From sales and marketing, to finance, productivity and growth, this content will help you stay up-to-date with the current economic environment and provide timely management insight to drive business growth.

Forrester Outlook: The State of Enterprise Service Management

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