Name: Overcome Your Tier 1 Support Challenges
Start: 2019-07-16T16:00:00Z
End: 2019-07-16T16:01:02.000Z
Location: BrightTALK
Rating: 5

Ivanti makes the Everywhere Workplace possible. In the Everywhere Workplace, employees use myriad devices to access IT applications and data over various networks to stay productive as they work from anywhere. The Ivanti Neurons automation platform connects the company’s industry-leading unified endpoint management, zero trust security and enterprise service management solutions, providing a unified IT platform that enables devices to self-heal and self-secure and empowers users to self-service. Over 40,000 customers, including 78 of the Fortune 100, have chosen Ivanti to discover, manage, secure, and service their IT assets from cloud to edge, and deliver excellent end user experiences for employees, wherever and however they work.

After several years of increasing tech stack complexity, the pendulum is finally swinging back towards simplifying the IT landscape - and the best place to start is with the low-hanging fruit. A natural consideration for IT teams is extending ITSM to support the broader organization. But consolidating tools and connecting enterprise workflows doesn't come without its challenges.

Watch this 30-minute webinar to explore how you can get more out of your ITSM platform, featuring first-hand insights from Glasgow University's experience establishing enterprise service management and practical tips for removing roadblocks along the way.

YOU’LL LEARN:

How ESM supports more than IT, HR or facilities.
How to build internal advocacy to secure stakeholders buy-in.
How to deliver a consistent user experience with organizational services.
How to maximize ROI from your IT investment.

Expand your ITSM: Key learnings for building connected enterprise workflows

It’s no secret that AI and automation can help IT teams reduce workloads and accelerate service delivery — in fact, Ivanti research shows that 92% of IT workers find automation necessary to be efficient at their job.  

However, when it comes to the use of generative AI, IT professionals are not convinced: 56% believe that it will benefit employers more than employees. Some of this scepticism comes from lack of clarity around gen AI plans and applications in the organization.  

So, what are the opportunities for IT teams to leverage gen AI in their day-to-day and how can we expect this space to develop?  

During this discussion panel our speakers unpack different use cases for gen AI in service management that are already available today and that are likely to emerge in the future. They outline the benefits to IT’s daily workloads and their professional development. 

You’ll learn: 
-  What does IT talent really think of gen AI use in the workplace? 
- How can gen AI decrease the service desk’s mean time to resolution? 
- How can applying gen AI as a co-pilot to self-service enable IT to shift left? 
- As gen AI evolves what use cases within service management are likely to emerge in the future? 
- What can we do to minimize AI anxiety among your IT talent?

Speakers: Susan Fung (Principal Product Manager – AI, ML & Analytics, Ivanti), Louis Columbus (Principal, IQMS) 

Additional resources: 
- Getting Employees on Board for the AI Revolution: Part of Ivanti’s Digital Employee Experience Research Series 
- How Generative AI Can Benefit Knowledge Management 
- Ivanti Neurons for ITSM

How to Transform IT Service Management with Generative AI

Service-desk tickets. Lost laptops. End-user complaints. As an IT team, sometimes it can feel like you can barely keep your head above water. But what if you could be proactive instead of simply reactive?

In this webinar you’ll gain the insights you need to solve business problems proactively with IT Service Management (ITSM) and IT Asset Management (ITAM) working together.

Join this webinar to learn how you can:

Empower your users with self-service
Benefit from faster and better incident resolution
Get a proactive handle on your problem assets
Explore effective change management
Gain complete asset lifecycle visibility

Practical demo: ITSM & ITAM Better Together

Having visibility of assets that are accessing your organization’s network is one thing. But understanding their potential impact on your IT environment is a different story. Knowledge is power. Especially in the Everywhere Work model, when each of your employees uses on average 2.6 devices to do their job every day.

In this practical demo webinar, Everett and Steven will showcase how pairing service and asset management platforms with comprehensive discovery and service mapping solutions can help you identify and visualize relationships and dependencies of assets in your IT environment.

Join us and learn how to:
- Leverage root cause analysis for improved and quicker problem resolution.
- Manage change impacting risk assessments with accuracy and ease.
- Improve security and business continuity efforts.

Understanding your IT environment with Discovery, Service Mapping and ITSM

Most IT service management (ITSM) teams want their service desk analysts to resolve more incidents on their own and deliver more “shift-left” outcomes. Portals, service catalogs, self-service, knowledge articles and chatbots do help, but many incidents are still being handled by the service desk or escalated to specialists, taking time and resources away from strategic initiatives.

In this session, Dave discusses how AI and Automation drive “big shift-left” outcomes. He’ll show how capabilities such as autonomous bots, comprehensive discovery, specialist-level packaged actions, real-time insights and digital experience scores can effectively augment service desk teams. He’ll also show how the use of these capabilities will help your team deliver proactive incident resolutions, autonomous security remediations and cost savings, while realizing vastly fewer escalations and improving employee experiences.

Join Dave as he covers:
- Market dynamics driving higher demands and expectations for ITSM.
- How to resolve incidents and security vulnerabilities proactively before employees report them.
- How to reduce escalations by safely enabling tier 1 teams with powerful diagnostic and remediation tools.
- How to measure and optimize the digital employee experience.

Practical demo: Augmenting your ITSM with AI & automation

When budgets are closely scrutinized you need to justify every investment, especially the long-term one which results aren’t visible overnight. Digital employee experience (DEX), though a strategic initiative, may prove challenging to push forward without a clear roadmap or measurement of every step. 

During this 30min webinar we tackle how to plan your DEX initiative, step-by-step. We’ll discuss a staggered approach that instantly helps your IT and security operations, whilst improving DEX in the long term.

YOU’LL LEARN: 
- How deep understanding of your infrastructure sets up IT and security operations for success. 
- How security insights can improve IT service delivery. 
- How DEX KPIs can measure success of automated workflows. 
- How to prove ROI from each step on the way to improved DEX.

A step‑by‑step guide to planning and measuring digital employee experience (DEX)

After several years of increasing tech stack complexity, the pendulum is finally swinging back towards simplifying the IT landscape - and the best place to start is with the low-hanging fruit. A natural consideration for IT teams is extending ITSM to support the broader organization. But consolidating tools and connecting enterprise workflows doesn't come without its challenges.

Watch this 30-minute webinar to explore how you can get more out of your ITSM platform, featuring first-hand insights from Glasgow University's experience establishing enterprise service management and practical tips for removing roadblocks along the way.

YOU’LL LEARN:
- How ESM supports more than IT, HR or facilities.
- How to build internal advocacy to secure stakeholders buy-in.
- How to deliver a consistent user experience with organizational services.
- How to maximize ROI from your IT investment.

This webinar explores the biggest weakness preventing organizations from mitigating phishing and ransomware attacks: employees, partners and contractors who’ve been given remote access. Discussion includes common methods threat actors use to target users, why RDP is no longer suitable for the Everywhere Workplace, and what solutions need to be implemented to protect users... and more.

Zero Trust Security for Users

Join this webinar and hear the results from Ivanti's research on Patch Management Challenges and the Key Takeaways  that can help your organization overcome these issues. We'll look at the responses from IT and Security staff on how they spend their time, what slows them down, and the real-world issues that hinder their ability to take quick actions to remediate vulnerability exposure.

Patch Management Challenges ‑ Research Results and Key Takeaways

To thrive in – not just survive – the permanent shift to the Everywhere Workplace, businesses must act quickly to adopt strategies designed to identify and secure all users, devices, applications and data. A powerful Unified Endpoint Management is an essential component of this effort.  Ivanti UEM blends seamlessly with other elements including Mobile Threat Defense and Zero Sign-On to create a zero trust framework that is perfectly tuned into today’s threats – and perfectly positioned to handle what comes next.

Zero Trust Starts with Ivanti Unified Endpoint Management (UEM)

As organizations begin to view the remote workforce as the new way of doing business, views on how to successfully manage the associated security risks are evolving. The stopgap VPN approach for access no longer addresses the security challenges created by the emerging hybrid workforce as they work both in the office and remotely.

Join cybersecurity experts from Ivanti and Cybersecurity Insiders identify existing technology gaps in managing the remote and hybrid workforce and how to address them including:
- Learn how to proactively identify, prioritize and remediate threats created by remote workers.
- Discover how to balance end user experience with strong security protocols and the application of a Zero Trust framework.
- Understand the advantages of cloud versus on-prem solutions for securing your network architecture.

Understanding and Managing Remote Workforce Security Challenges

Learn how Ivanti's latest offering, Neurons for Secure Access, enables organizations to modernize their VPN deployments by centralizing Ivanti Connect Secure (VPN) and Ivanti Neurons for Zero Trust Access management. This new cloud-based management approach provides greater control and insights into network and access status than ever before.

The Secure Foundation for the Everywhere Workplace

IT teams can learn from top-performing athletes to improve the outcomes of patch management; speed out of the gate, targeted precision, and being steps ahead by analyzing the moves of the adversary. Learn how you can automate and arm your team with these elusive elements with Ivanti Neurons for Patch Intelligence.

3 Secret Elements that Accelerate Risk‑Based Patch Management

Join Ivanti cybersecurity experts as they share best practices for implementing an effective zero trust security strategy at the user, device and network-access levels to ensure the optimal security posture for your organization. Learn how you can implement a multi-tiered approach to mobile phishing protection to best protect against data breaches. Defend your Everywhere Workplace through adaptive zero trust security and adapt to modern threats faster and experience better outcomes.

Navigating the Zero Trust Journey for Today's Everywhere Workplace

Hear from leading GRC experts on how modern governance, risk and compliance (GRC) tools can help optimize cybersecurity management and spend to align to today’s most pressing legal, compliance and risk-reduction needs.  

Topics include: 
- Aligning your security budget to risk 
- Automating and integrating your compliance efforts into a single system  
- Centralizing regulatory documentation  
- Aligning regulatory requirements with best-practice security frameworks   
- Managing risk proactively to minimize chances of security breaches, attacks and data theft

Gain Control over Your Cybersecurity Spend with Effective GRC Management

Join Ivanti's Vice President of Solutions and Technical Marketing Crystal Miceli as she sits down with Forrester analyst Steve Turner to have a fireside chat about all things Zero Trust. This webinar is designed to seek the truth when it comes to Zero Trust with an understanding that Zero Trust is a marathon, not a sprint. Plus, no conversation with be complete without providing a simple roadmap on how to get started.

Topics include:
- Separating Zero Trust fact from fiction.
- Common pitfalls when migrating to Zero Trust.
- Best practices for your Zero Trust journey.
- Tying Ivanti into your Zero Trust initiative.

Zero Trust - An Analyst's Perspective

Social engineering attacks such as phishing and credential theft are behind the majority of today’s data breaches, with some reports indicating a 30,000% increase since January 2020. Hackers are targeting mobile devices because many organizations do not view mobile security as a top priority.  
In this webinar, Ivanti’s Matt Law and James Saturnio will discuss what phishing is, its various types of vectors and why mobile devices are now the prime target for Phishing attacks. They will also share valuable insights on how you can protect your organization’s data and users’ mobile devices from phishing and ransomware attacks with a multi-layered security strategy.
Viewers will learn how to:
• Enable complete mobile phishing protection built upon Ivanti’s zero trust security platform.
• Drive and maintain 100% adoption for anti-phishing protection, as well as device-, network- and application-level threat detection and remediation.
• Protect all internet-based traffic: corporate email, apps, in-app browsers, text/SMS, messenger apps, social and future modes of communication.
• Leverage multi-factor authentication (MFA) and zero sign-on (ZSO) to further strengthen your organization’s security posture.

A Multi‑layered Approach to Anti‑phishing

Hear how security pros are responding and adapting to increased attacks and breaches, including facilitating more comprehensive cyber threat management strategies and best practices and the increasing investments and resource utilization to mitigate these challenges. Listen to the webinar, based on the Cybersecurity Resource Allocation & Efficacy (CRAE) Index study for Q1 2021, from CyberRisk Alliance Business Intelligence to hear the panel of experts:
• Review survey results from CRAE Index’s Q1 global research study; 
• Discuss the latest trends on proactive and reactive cybersecurity; and 
• Hear insights on what lies ahead.

Cybersercurity Resource Allocation & Efficacy Index: 2020 - 2021 Trends

Smart Incident Management with AI-Powered Analytics & NLP Topic Clustering

Increasing IT Stability Via End-To-End Incident & Problem Management

The Problems with Your IT Problem Management – And How to Solve Them

Problem Management - it’s not the bottom drawer of your filing cabinet

3 Disruptive Service Desk Trends in the Digital-First Era

Service Desk by The Numbers

[Panel] The State of the Service Desk

Transforming Your Service Desk - How To Stay Ahead Of A Changing Landscape

The anatomy of the future service desk

How to Align Your Service Desk With Digital Transformation

Streamlining IT Service Management

Sometimes it’s easy to feel overwhelmed from waves of incidents, unhappy end users, and non-stop password reset requests. It doesn’t have to feel that way if you improve your support capabilities to stop your Tier 1 nightmares.
 
Join our experts to see how you can optimize your Tier 1 support capabilities and free up resources to support your Digital Transformation initiatives. Learn about the advantages of knowledge, service catalog, voice integration and automated workflows. Hear customer examples that provide practical insights as well as tips and tricks from our experts.

Overcome Your Tier 1 Support Challenges

Digital Transformation

IT Service Management

IT Infrastructure

Service Desk

Automation

Service Catalog

Incident Response

ITSM

Automation Workload

IT Service Desk

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.

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Overcome Your Tier 1 Support Challenges

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