Stephen Mann, Principal Analyst and Content Director, ITSM.tools. Matt Klassen, Vice President, Product Marketing, Cherwell
Your organisation’s ITSM capabilities need to play a key role in its digital transformation journey. Not only in delivering and supporting new technology-enabled products and services and enhanced customer engagement, but also because of the important role it can play in delivering the back-office digital transformation required for front-office success.
In this webinar we’ll look at:
•The importance of back-office digital transformation in enabling your organisation’s new products and improved customer engagement
•Which ITSM initiatives to adopt
•Three practical tips on key ITSM improvements for digital transformation success
Many companies don’t know what digital transformation actually is. This webinar will help you understand the complexity behind the digital transformation process and why digitising your paper forms is not even scratching the surface. We'll look at how some well-known companies have innovated in a disruptive fashion, digitally transforming their entire business model into new markets and new revenue streams.
Eddie Potts, Pink Elephant; Steve Parker, Cherwell
The term self-service has been in vogue for several years now. However, in practice, many organisations are yet to implement it. And for those that have, many fail to exploit the expected benefits. This webinar will discuss the reasons why self-service portal implementations often fail, as well as identify what are the critical success factors you need to make sure self-service is fully integrated into your business.
This webinar will look at how to leverage the latest in ITSM and make sure that you and your organisation are prepared for what’s coming. We’ll be discussing:
•The current challenges and trends that are already shaping the future of ITSM.
•The latest ITSM capabilities that will help you be more efficient, achieve higher user satisfaction, faster time to market and a lower total cost of ownership.
•Tomorrow’s ITSM, what does it look like and what are the benefits for your organisation, including the future of self-service, next generation knowledge management, codeless automation and seamless operations.
Klemens Rauch, Development Operations Engineer & Team Leader of IT Development, Brennercom.
Klemens Rauch talks about Brennercom's search for a single ITSM solution, rather than a silo of systems in each department, that could be implemented quickly and easily, without the need for development, using their current resources. Cherwell's software has enabled greater automation and far easier reporting.
Nicos Kyriacou, IMT Service Management Officer for LSE
IMT Service Management Officer for LSE, Nicos Kyriacou, tells of the extensive improvements in automation since implementing Cherwell. Service Desk staff in particular, are now able to step away from the mundane tasks and focus elsewhere, increasing productivity.
Matt Klassen, Cherwell; John Huckle, Business Forward; Ryan Mulvaney, Business Forward.
Digital transformation has become a mandate, not just for IT, but across enterprise-wide business processes, including HR, finance, and facilities. The IT organisation has a unique opportunity to drive digitisation and service transformation throughout the entire organisation, overcoming traditional silos with a unified approach.
Matt Klassen, VP of Product Marketing, Cherwell Software, and guests, discuss how two global brands are leading the charge with digital/service transformation.
John Huckle, Founder and CEO, Business Forward
Ryan Mulvaney, Principal Consultant, Enterprise Service Management Practice, Business Forward.
George Spalding, VP, Pink Elephant and Chuck Darst, Senior Product Marketing Manager, Cherwell
"Digital Transformation” is one of the most popular action items IT leaders are tasked with today. The goal is to keep pace with customer demands in order to compete in a constantly changing economy. In order to support evolving technology, ITSM has progressed from reactive to proactive, in some cases utilising pattern recognition in the form of predictive analytics (Big Data) to bypass the need for human intervention.
Join us on this webinar to learn why taking this a step further and integrating Lean, Agile, and DevOps into your delivery system will help you achieve business value -- better services, delivered faster, and for less cost.
George Spalding, Executive Vice President, Pink Elephant
One of North America’s most insightful and engaging ITSM and support experts, George is an ITIL® expert with more than 30 years’ experience in the IT industry and co-author of the ITIL V3 Continual Service Improvement core volume. George spent several years as a consultant to the White House on technical presentations and conferences. He also coordinated technical presentations for members of the President’s cabinet, the Smithsonian Institute and the Federal Bureau of Investigation. A regular author of IT articles and white papers and a sought-after presenter at global ITSM conferences and webinars, George’s winning personality captivates audiences, be it in print, over the airwaves or in person.
Enterprise service management solutions have expanded service thinking beyond IT. Vendor solutions enable organizations to broadly apply service management practices to the rest of the business, uncovering new value and improving service experiences across IT and non-IT business units. Forrester Research recently completed the first comprehensive survey covering 13 major ESM vendors.
In this webinar we will discuss:
- The relationship between enterprise service management and business process management.
- The link between employee happiness, customer experience, and financial performance
- The conceptual architecture of enterprise service management
- What we at Forrester learnt from the ESM Wave research.
- The relationship between DevOps and ESM.
Join Charles Betz, Principal Analyst with Forrester, for an inside look at the latest Forrester Wave: Enterprise Service Management.
George Spalding, Pink Elephant and Chuck Darst Cherwell Software
One thing that we are 100% sure of is that there is a not a prescriptive approach to implementing ITIL. In fact, the first lesson is...never “implement ITIL.” Each organisation is unique and must consider its individual pain points before getting started.
Join George Spalding from Pink Elephant for a live discussion that includes a pragmatic approach to ITIL, ITSM, and Lean.
Tracy Barnes, STRITCO and Chuck Darst, Cherwell Software
From daily operations through to growth and change, IT is responsible for supporting your business. This puts IT at the heart of the organisation, but it also puts pressure on your IT team to achieve, whilst maintaining and integrating best practices that support agility and stability.
ITIL, the most popular IT best practice framework, can provide this stable platform, whilst enabling speed and efficiency. But beware of the pitfalls – being over-ambitious, inflexible or complacent can lead to problems and poor performance. This webinar, 7 Deadly Sins of ITIL implementation, explains how you can get the best out of ITIL, whilst remaining competitive and agile.
Tracy Barnes, STRITCO
About Tracy: Tracy was the project manager for the successful ISO/IEC 20000-1:2005 certification at the Florida Department of Revenue. The first state government agency to be certified in the United States. Tracy has achieved the following certifications: ITIL Expert, PMP, Executive Consultant/Manager in ITSM according to ISO/IEC 20000, Six Sigma Green Belt, Internal Audit Certificate in ITSM according to ISO/IEC 20000-1:2011, and is a Certified Public Manager.
Alan Sherwen, Director of IT Services at Arriva, talks about the company’s major IT transformation project to centralise its IT department and service desk team. The Cherwell IT Service Management platform has enabled Arriva to unlock several powerful business advantages and over 20% of requests now come through the newly created customer portal. Alan also explains how he has achieved centralised processes and united service teams, as well as very effective KPI and reporting systems.
Powerful & Intuitive Software for IT Service Management—and Beyond
Cherwell delivers IT service management, workforce and business enablement solutions that allow IT to become a true partner to the business. Built on a modern, metadata architecture, the Cherwell platform enables IT teams to rapidly build, configure or merge new ITSM or business functionality—without touching a single line of code or living in fear of the next upgrade. Because of Cherwell’s focus on delivering a solution that is easy to configure, customize, and use, IT organizations extend Cherwell to solve a wide range of IT and business problems. With an unwavering commitment to putting customers first and being easy to do business with, Cherwell enjoys 98%+ customer satisfaction rating. Learn more at www.cherwell.com.