Name: Robot Friends Forever: How Automation and People Power Both Drive ITSM
Start: 2019-11-06T21:00:00Z
End: 2019-11-06T21:00:47.000Z
Location: BrightTALK
Rating: 5

Vivantio offers leading, flexible service management software that meets the demands of any service teams across an entire organization without being cost- or growth-restrictive. Our platform is ideal for mid-size companies and smaller business with a growth trajectory across a multitude of industries.

Customer expectations are higher than ever, yet many SaaS teams struggle to deliver consistent, scalable experiences. Why? Because even the most advanced tools can’t overcome gaps in intake, routing, self-service, and data strategy.

In this on-demand webinar, Vivantio experts break down the #1 reason customer experience falls flat—and how ROI-Driven Customer Service Management (CSM) transforms service from a cost center into a growth engine.
Through the story of NobleNest, a fictional SaaS provider built from real-world challenges, you’ll discover:
 • Why CSM is more than a support function—it’s the foundation of scalable CX.
 • The three pillars of ROI-Driven CSM: Seamless Intake & Routing, Self-Service & Intelligent Automation, and Data-Driven Continuous Improvement.
 • Real-world case studies from DriveTime, CampBrain, and Black Hawk Data, showing measurable results from each pillar.

You’ll also gain access to Vivantio’s ROI-Driven CSM Scorecard—a practical tool to benchmark your operations and identify your fastest wins.

If you’re ready to improve retention, empower your teams, and turn service into a revenue driver, this session is for you.

The #1 Reason CX Falls Flat—Solved by ROI-Driven CSM

In today’s competitive landscape, customer experience isn’t just a differentiator—it’s the engine of sustainable growth. But how can Customer Service and Support teams move beyond firefighting to drive measurable business value? 

Join Vivantio’s Andy Walsh (COO) and Alexis Mackie (Head of Customer Success) as they explore how best-practice service frameworks like ITIL and modern Customer Service Management (CSM) strategies can transform your support function into a true growth driver. 

In this session, you’ll learn: 
• Why leading companies prioritize customer success to accelerate retention, expansion, and new revenue 
• How to operationalize ITSM and CSM to deliver value across the entire customer journey 
• Key metrics and KPIs that tie service performance to business outcomes 
• The balancing act of efficiency and empathy—and how self-service, automation, and journey mapping can help 
• How to elevate your customer support team’s impact using proven frameworks and practical optimization steps 

Whether you're in IT, operations, or customer success, this session will give you the tools to turn support into a growth multiplier—backed by data, driven by experience.

Drive Growth Through Customer Service & Support: From Retention to Revenue

Dive into this compelling webinar as we reveal how the strategic integration of Vivantio’s Service Management and Lansweeper’s IT Asset Discovery can fundamentally reshape your business landscape and drive positive impacts on your operations.

Explore how the synergy of Lansweeper’s comprehensive asset discovery and Vivantio’s leading service management platform can bring about substantial improvements in service efficiency, customer satisfaction, and business continuity. See how this seamless integration supports automated Vivantio asset database/CMDB population with Lansweeper-discovered assets, paving the way for streamlined incident, problem, and change management processes.

Lansweeper and Vivantio - Immediate Access to Asset Information in a Unified Platform

The Strategic Impact of Vivantio’s service management platform integration with Lansweeper automated asset discovery

Dive into this compelling webinar as we reveal how the strategic integration of Vivantio’s Service Management and Lansweeper’s IT Asset Discovery can fundamentally reshape your business landscape and drive positive impacts on your operations.

Explore how the synergy of Lansweeper’s comprehensive asset discovery and Vivantio’s leading service management platform can bring about substantial improvements in service efficiency, customer satisfaction, and business continuity. See how this seamless integration supports automated Vivantio asset database/CMDB population with Lansweeper-discovered assets, paving the way for streamlined incident, problem, and change management processes.

Lansweeper and Vivantio - Driving Business Transformation

What happens when you can’t right-size your service team to keep up with demand?

Technical resources in the employee talent pool have dwindled in recent years, and the shortage is expected only to continue – with employee retention and mental health, customer satisfaction, and revenue all taking hits. Service desk managers are scrambling for SLA compliance while protecting their agents and technicians from drowning in 2-3x the workload.

Join the service operations experts at Vivantio for an exploration into tech-led service management. COO/co-founder Andy Walsh and product specialist Melissa Faletra join forces to guide you through finding and leveraging a service management solution, informed by decades of experience and expertise.

This webinar will cover:
 • The benefits of a technology-led service desk
 • Strategic application of automation and AI in service delivery
 • Tools and software requirements to meet your team’s current and future needs
 • Why centralized service management is the ideal state
Learn how to future-proof your service desk, and ensure a better experience for the people at either end of a help ticket. Watch now!

Service Desk SOS:  Meeting Expectations and Avoiding Burnout Amid the Technical Talent Shortage.

Your business is growing – congratulations!

The challenge now is ensuring customer support operations can keep up with the increase in demand…without breaking the bank.

When it comes to customer service management for B2B service & software providers, the right technology makes all the difference. And one of the most undervalued and underutilized technology solutions for scaling support is digital self service.

Join Simon and Mark to learn how to make the most of your self-service portal, enabling painless growth and higher CSAT scores:
 • B2B customer service issues & impacts
 • The benefit of self-service portals (also called customer portals or web portals)
 • Metrics for measuring success
 • Optimization tips and common mistakes to avoid
 • BONUS: Real customer stories from service & software providers about implementing and optimizing self-service portals

Self-Service Portals for Painless Growth: Optimization Tips and Mistakes to Avoid

If you’ve been looking to make leaps in Customer Service improvement, but have struggled with finding the right method—or justifying the investment to your boss—you shouldn’t miss this fast-moving and fact-filled webinar:Vivantio’s 46-minute “Rethinking Customer Service”.

In less than 50 minutes, you’ll understand why a Service Optimization Solution could put you in an “uncatchable” competitive position for the foreseeable future.

We’re going to cover the topics that are driving customer service leadership including:
 • Self-service configuration and ticket routing
 • Load-balancing strategies and practices
 • Optimized workflows and business rules
 • Proactive vs. Reactive service for improved CX

Now available on demand, don’t miss Greg Rich, CEO of Vivantio and Alexis Mackie, Customer Success Manager as they share the secrets to moving against your  Cs/CX goals and start Rethinking Your Customer Service!

Rethinking Customer Service with Vivantio

Unlock the potential of ITIL beyond IT and transform your customer service operations! This exclusive on-demand webinar explores the intersection of IT service management and customer service excellence.
Webinar Highlights:
 • Understanding IT Service Management – Dive into what IT service management (ITSM) is and the reasons behind its creation. Learn how these principles can revolutionize your business functions.
 • The Power of ITIL – Discover the Information Technology Infrastructure Library (ITIL) and understand why it’s a game-changer. Learn how ITIL’s structured approach can streamline your processes and enhance service delivery.
 • Beyond IT: Extending ITSM and ITIL – Explore how the principles of ITSM and ITIL can be extended to other business functions. See real-world examples of businesses that have successfully implemented these methodologies outside the IT domain.
 • ITIL for Customer Service – Find out how ITIL can be specifically applied to customer service to improve efficiency, satisfaction, and overall service quality.
 • Expert Insights from Andy Walsh – Gain valuable insights from Andy Walsh, a seasoned expert in ITSM and ITIL. Andy will share his extensive experience and provide practical advice on leveraging ITIL for customer service.
 • Interactive Joint Q&A – Participate in an engaging joint Q&A session where you can ask your burning questions and get answers directly from our experts.
Why Attend?
 • Gain Practical Knowledge – Learn actionable strategies to enhance your customer service using ITIL.
 • Expert Guidance – Benefit from the wisdom and experience of a leading industry expert.
 • Interactive Learning – Engage directly with our speakers and get your specific questions answered.
 • Expand Your Horizons – See how ITSM and ITIL can be applied beyond IT to drive business success.

ITIL For Customer Service - It’s Not Just For IT Anymore

Today, every business is a service business and success is tied to the customer experience. Discover how the customer journey never truly ends and the impact of disconnected teams on the CX ecosystem in this 30 minute webinar from Vivantio’s Vice President of Technology Andrew Stevens.

Find out how Vivantio’s new enhancement, FLEXBridge™, allows for seamless integration with virtually every other essential tool and helps create a “web of relations” that can put you at a competitive advantage.

As part of the complete customer experience ecosystem, Vivantio’s Unified Service Management Platform integrated with FLEXBridge enables B2Bs to:
 • Gain comprehensive visibility into virtually all data that touches any part of the Customer Journey
 • Use no-code technology to simplify bi-directional data integration and mapping
 • Track and report on the KPIs essential to improved service
 • Tailor service provision at the individual customer level

Using FLEXBridge™ to Create the Future of Customer Service

Get ready for a 30-minute dive inside of the award-winning powerful platform from Vivantio and discover how you can empower your teams and bring exceptional support to both internal and external customers alike.
Just click on the image to launch the player and fill out your name and email to watch on demand.

Join Product Specialist Melissa Faletra and Software Sales Engineer Mark Walker as they demonstrate how to easily configure and enable the many features of the Vivantio solution including:
 • Customizing TICKETING views and working with automation, workflows and routing
 • Using our built-in CRM to provide a holistic view of the operations
 • Storing unlimited ASSETS in a full CMDB and mapping their relationships
 • Providing knowledge-based ARTICLES and videos to help increase efficiency
 • Creating custom dashboards and REPORTS to help make informed decisions
 • Managing codeless INTEGRATIONS with popular platforms like Azure, Office, Jira and more!

Plus, the Vivantio platform is backed by ITIL to drive continuous improvement, boost service efficiency and elevate customer satisfaction.

Demo Workshop Series - Vivantio in Action

Are you sensing that your service desk might be in trouble? There are many threatening issues out there that can wipe out your team if you aren’t careful. But, there are also many evolving ITSM strategies you can incorporate into your service arsenal to become a real hero for your team. 

In this webinar, get lessons directly from the spectacled IT crusader George Spalding, executive vice president at Pink Elephant. You will learn about future service desk superpowers you can use to boost performance like:

•Enhancing vision with intelligent service KPI reporting
•Increasing strength with iterative process design
•Running faster with superior service automation processes
•Increasing agility by incorporating lean practices

We look forward to seeing you on the webinar!

Speaker Info:

George Spalding,
Executive Vice President, Pink Elephant

In addition to co-authoring the ITIL® V3’s Continual Service Improvement core volume, George Spalding was honored with the 2012 Ron Muns Lifetime Achievement Award from HDI and is one of the world’s most insightful and engaging IT Service Management and Support experts. In addition to his extensive commitment to moving the industry forward, George spent several years as a consultant to the White House on technical presentations and White House conferences. He also coordinated technical presentations for members of the President's cabinet, the Smithsonian Institute, and the Federal Bureau of Investigation. George is an ITIL Expert, the highest level in the ITIL certification program, is a regular author of IT articles and white papers, and a frequent presenter at global IT conferences and events.

Rescue Your Service Desk with Advanced ITSM Superpowers

IT monitoring and metrics play a key role in measuring IT service management success. By properly analyzing, understanding and measuring where the true value lies in your organization, you can effectively analyze risk, add value, reduce the cost of service delivery and boost the overall performance of your service teams.

But without knowing what to measure, how to interpret the results and how to leverage your organization’s tools and data to make this possible, you’re setting yourself up for frustration and a lack of clarity in your reporting output.

On Thursday, May 17th, join BrightTALK and Vivantio’s Senior Implementation Manager Quentin McPhee to learn what you and your senior management need to inform IT decision-making and drive sustainable service improvement, in practical terms.

Quentin McPhee has more than 20 years’ experience in service management delivery and brings significant knowledge in implementing solutions for all types of organizations.

This session is not just a ‘back to basics’, but rather will set out what every ITSM organization should be measuring and how to interpret the results, plus how to sustain the measuring process to become a self-aware powerhouse. We’ll also discuss:

•What value reporting on your ITSM processes can realise
•Different types of reports and who needs them
•Tips, tricks and best practices to build out, maintain and sustain your organisation’s reporting structure

We’ll also cover real-life examples of organizations who have improved efficiency through effective data analysis.

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Vivantio is a leader in help desk, IT service management and customer service software, empowering service teams to embrace automation and improve service levels at hundreds of organisations around the world.

Mastering IT Metrics

Join Vivantio and David Wright, Service Desk Institute’s Chief Innovation Officer, as we explore why staying on the cutting edge of service is a huge priority for many CIOs and IT Managers.

Learn about innovations you can bring to the table at your next leadership meeting and how you can get the rest of the organization behind your methods to bolster service delivery.

How ITSM Unifies Entire Organisations

Innovations in automation are changing and advancing all forms of technology, and IT service management is no exception.

Some would have you believe that automation could wipe out the need for people in service management altogether.

We’re here to set the record straight: People power and automation technology should work in lockstep in any successful service organization.

Robot Friends Forever: How Automation and People Power Both Drive ITSM

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Robot Friends Forever: How Automation and People Power Both Drive ITSM

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