ITSM In the Era of Remote Work

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

The pandemic and related recession has forever transformed how we work. Technology from cloud computing, to collaboration and digital service are all in need of more efficiency, speed and agility. Automation is the key to unlock huge value for organizations allowing them to move from surviving to thriving in this world of uncertainty and risk.

Join us for this webinar where Matt Klassen will unpack this important topic with market data and examples of automation being a huge game changer. He will also make the connection between ITSM, ESM and Automation giving practical tips for IT managers to jump-start their automation journey.

Agenda:
- Market and customer data that shows automation is a critical need in the current pandemic
- Examples of automation such as cloud provisioning and workflow automation
- Q&A

As organizations come to terms with massive disruption and adoption of new operational models (remote and hybrid working) service management practices are being reshaped for the long-term. This webinar will demonstrate how implementing a collaborative approach to service management can drive greater productivity and an improved employee experience.
Drawing on real-world scenarios, we will explore five critical principles of collaborative service management:
• Collaboration requires a cultural mindset, supported by efficient technologies
• Collaboration is required for every enterprise, not only the geographically dispersed ones
• Tickets, requests, and cases are better handled by a collaborative agent-to-agent approach
• It is critical to find out the optimal mix between tiered support and swarming
• Collaborative approaches applied to all areas of your company from IT to HR, Facilities or any other service management area in your company.

The cloud is transforming how organizations drive innovation but many are struggling with the balance between providing teams’ full control versus centralizing governance of provisioning and computing costs. Both raise issues and impacts, but what if automation could hold the key to both better experience for teams and better visibility and control?

Join us for this webinar with Matt Klassen and Aaron Alexander discussing how you can automate cloud services such as provisioning while giving management visibility and control of the cloud environment and costs.

Join us for this webinar where Matt Klassen, VP of Product Marketing at Cherwell, will lay out a new 2020 value roadmap for CIOs based on the new normal. You will learn:
- How do senior IT executives need to adjust their priorities—and roadmaps, in light of massive change
-How to keep IT services and support operating efficiently
-The Employee Experience Imperative
-How IT can leverage a low/no-code platform to quickly implement innovative solutions to ensure business continuity

With so much business and technology change surrounding IT Service Management - as well as the impact of COVID-19 - what does the future of ITSM hold?

Join this expert panel as we take a closer look at the areas in which ITSM is evolving and morphing, as well as those where its roots in people, process and technology are proving to be steadfast supporters in a time of immense upheaval.

Topics of discussion will include:
- What are ITSM professionals currently focusing on?
- Which technological advancements are helping ITSM better meet business demands?
- How have - or haven’t - ITSM best practices changed?

- Moderated by Claire Agutter - Director at Scopism
- Panellists include Matt Klassen,- VP, Product Marketing at Cherwell and Ben Sapp - Insights Solutions Architect at Numerify | Daniel Breston - Consultant and Coach, Virtual Clarity

Knowledge is key – we know that. But how to get it and keep it is not always so easy… A good starting point is to know how to simplify and enhance service management experiences across your entire organisation with intelligent knowledge management.

This webinar will explain how companies combine their Cherwell ITSM and ESM capabilities with Comaround's intelligent Knowledge Management. As a result they have increased their operational efficiency by 25%, achieved 20% faster resolution, reduced case/request/incident volumes by 35%, while also raising user satisfaction by 40%.

You will learn more about:

Rich dynamic content
intelligent search and virtual agent support
machine translation
collaborative management
behaviour or usage tracking

As organizations come to terms with massive disruption and adoption of new operational models (remote workforce and others), there is a growing need for service management practices that ensure productivity and employee engagement. This webinar will demonstrate how a collaborative approach to service management can drive greater productivity and an improved employee experience. Drawing on real-world scenarios, we will explore five critical principles of collaborative service management:
• Collaboration requires a cultural mindset, supported by efficient technologies
• Collaboration is required for every enterprise, not only the geographically dispersed ones
• Tickets, requests, and cases are better handled by a collaborative agent-to-agent approach
• It is critical to find out the optimal mix between tiered support and swarming
• Collaborative approaches work for IT as well as HR, Facilities or any other service management area in your company

Tips to Enable Your Virtual Team & Transition Your Workforce

With the recent transition to remote work, IT leaders are struggling to keep their team's heads above water, while providing the right tools to keep the workforce productive. The key to going beyond treading water is employing self-service, real-time collaboration and automation. When done right, not only does IT gain huge efficiency, but your users will be much more productive and engaged too.

Join this virtual panel with thought leaders from Cherwell, BeyondTrust, ComAround, and PagerDuty as we discuss the current state of business, where we’re headed and tips to keep IT efficient and employees productive, including:

* Examples of our customers being innovative and agile during a major disruptive event
* What processes you should automate first for immediate impact
* Enabling employees to be their own problem-solvers (self-service)
* Utilizing real-time collaboration to reduce mean time to respond and resolve incidents and keep employees connected and engaged
* The right approach to serving remote employees

Moderated by Phil Bowermaster, Principal Product Marketing Manager, Cherwell Software
Panelists are Tal Guest, Director of Product Management, BeyondTrust, Bill Pollie, Executive Vice President, ComAround, and Andrew Marshall, Director of Product Marketing, Partner Ecosystem, PagerDuty.

Over the last month, we have undergone a fundamental change in the way we work—most notably, the transition of entire workforces from office to home. Yet there are many IT fundamentals that have not really changed—but will undoubtedly be under far greater scrutiny. In fact, some of those foundational processes and technologies will make the difference when it comes to maintaining the productivity of your remote employees. And none are more critical than your IT Service Management processes and tools.

Join us for this eye-opening webinar that will highlight:

- Strategies to handle increased call volume
- Designing self-service for your remote employees
- Automation tips to drive IT efficiency with a smaller help desk

[Note: this topic has been updated as the Covid-19 situation unfolds] With the COVID-19 outbreak forcing tens of millions of workers to adapt to work-from-home scenarios, and no clear end in sight, how do senior IT executives need to adjust their priorities—and 2020 roadmaps—to remain relevant and effective in light of the “new normal?”

Join us for this webinar where Matt Klassen, VP of Product Marketing at Cherwell, will lay out a new 2020 value roadmap for CIOs based on updated COVID-19 guidance. You will learn:
-How to keep IT services and support operating efficiently in light of surging demand
-Practical ways to keep employees productive and engaged while working from home
-How IT can leverage a low/no-code platform to quickly implement innovative solutions to ensure business continuity

The cloud is transforming how organizations drive innovation, but many IT organisations are struggling with the balance between giving teams full control and centralizing governance of provisioning and computing costs. Both have issues and impacts, but what if automation could hold the key to both better experience for teams and better visibility and control?

Join us for this webinar where Matt Klassen and Aaron Alexander will discuss how Cherwell can help you automate cloud services such as provisioning while giving management visibility and control of the cloud environment and costs.

Agenda:
- 15 minute introduction to key cloud challenges and a proven approach to solve these challenges
- 15 minute demonstration of a cloud services automation solution from Cherwell
- Q&A

IT teams are under increasing pressure to deliver a service experience that meet both the needs and the expectations its users. As today’s workforce comes to expect greater self-sufficiency, along with personalized and instantaneous service, IT organizations must establish a self-service strategy that elevates—if not revolutionizes—the employee experience.

In this webinar, Matt Klassen, VP of Product Marketing for Cherwell, will discuss how (and why) the employee experience has become central to mission of IT, and why the IT self-service portal must become the new “face of IT.” He will offer practical guidance on how to create an IT self-service portal that:

• Maximizes portal utilization and engagement
• Automates and streamlines the request and fulfillment process
• Provides the visibility needed to spot trends and identify areas for improvement
• Improves productivity for both IT staff and employees

2020 is just around the corner, and it’s time to begin defining your ITSM goals, strategy, and related investments—with a focus on delivering business value. Join Matt Klassen of Cherwell Software and Stephen Mann of ITSM.tools for an in-depth discussion of the five most significant business and industry trends that will shape the service desk in 2020 and beyond.

This webinar will explore:
•Key shifts in both business and IT that will revolutionize the role of the service desk
•Common barriers to embracing emerging trends and the opportunities they present
•The imperative of shifting from an operational mindset to a business value mindset
•How to build a practical roadmap that ensures not only the success but the very survival, of the IT service desk

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.

Where does ITSM fit in the Digital Transformation landscape? And does it need to evolve to ensure businesses can deliver what their customers expect in 2020?

Join this panel of ITSM experts as they debate and discuss:

- How ITSM can help meet and implement the back-office improvement needs of digital transformation
- How ITSM can fuel Digital Transformation by educating enterprises on the ‘people’ aspect of strategies
- What tools are paramount to delivering best-in-class, future-proof DX strategies
- How to ensure your service management strategy keeps pace as technologies advance

Panelists:
Stephen Mann, Principal Analyst and Content Director, ITSM.tools
Matt Klassen, Vice President, Product Marketing, Cherwell
Muddu Sudhakar, CEO, Aisera

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

From the first Unix script 50 years ago, to today's AI-assisted robotic process automation (RPA), the choices for automation in ITSM are numerous.

Join this session to hear Pierre-André Aeschlimann consider the strategic and technological opportunities of automation, and how it can help you support your employee or customer service experiences.