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.
Many company leaders have realised that there is a need to transform their processes and even change their business models to stay relevant in today’s digitally-driven world. In this session, we will cover some of the latest trends, techniques, processes, and technologies you need to stay relevant and agile. We’ll also look at how to modernise your service desk to keep up with this change.
Stephen Mann, Principal Analyst & Content Director, ITSM.tools and Matt Klassen, Vice President, Product Marketing, Cherwell
Setting the wrong goals and measuring the wrong metrics wastes time and creates inefficiency you can't afford in today's digital workplace. After all, you are what you measure, so measuring the right things - the things that will move IT and your business forward - is paramount!
Today, everything is about service. Whether internal or external services, you need to deliver more, faster and higher quality than ever before. The bottleneck in your service delivery is a lack of automation, a poor self-service experience and no transparency in your processes. In addition to a world class, process driven service automation platform, you can deliver a world class experience with the power of knowledge management.
Can you imagine how effective your service delivery to your organization and your customers could be if you enable the power of knowledge to everybody who needs it, at the time they need it? Empower your service delivery by combining service automation with a relevant knowledge base.
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.
Troy DuMoulin, VP, Research & Development, Pink Elephant
Internal technology service providers are facing a period of major change and transition as they look for ways to support growing business demands coming from digital transformation, address technical debt, and find answers to the trend of increased use of shadow IT.
These driving forces, as well as many others, are putting internal IT functions under intense pressure to rapidly transform their processes, culture, and technology platforms from a silo-based technology operating model to a shared services approach. This approach lowers variability, complexity, and risk to achieve greater scalability and improved cost.
In this webinar, Troy DuMoulin, Pink Elephant & Matt Klassen, Cherwell will discuss the evolutionary stages that organisations follow as they move from a silo-based culture to a shared services model. Key takeaways from this session will include:
- How organisations establish process coherence in a complex supply model.
- The role of a Service Management Office when establishing a shared service approach.
- The transition from an IT shared services to a business shared services model.
VP, Research & Development, Pink Elephant
ITIL 4 Lead Architect & Contributing Author
Troy is considered by many to be one of the world’s foremost ITIL and ITSM experts and is a lead architect of the brand-new ITIL 4 certification scheme. A passionate and experienced executive consultant, Troy is always willing to use his extensive background to share what he knows and is always on the hunt for more knowledge. Troy is a frequent speaker at ITSM events, is an ITIL 4 contributing author, has contributed to several books based on ITSM and Lean IT concepts, and maintains a blog that is one of the industry’s most popular and informative.
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.
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.