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ITSM In the Era of Remote Work

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.
Recorded Apr 14 2020 62 mins
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Presented by
Phil Bowermaster, Principal Product Marketing Manager, Cherwell Software
Presentation preview: ITSM In the Era of Remote Work

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  • [Panel] What Does the Future of ITSM Hold? Recorded: May 13 2020 46 mins
    Claire Agutter - Scopism | Matt Klassen,- Cherwell | Ben Sapp - Numerify | Daniel Breston - Virtual Clarity
    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 to enhance Service Management Experience Recorded: Apr 29 2020 46 mins
    Heléne Källgården, ComAround; Pierre Andre Aeschlimann, Cherwell
    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
  • Implementing Collaborative Service Management in the Age of Remote Work Recorded: Apr 16 2020 44 mins
    Pierre-André Aeschlimann, Solution Strategist & Evangelist; Phil Bowermaster, Product Marketing Manager
    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
  • ITSM In the Era of Remote Work Recorded: Apr 14 2020 62 mins
    Phil Bowermaster, Principal Product Marketing Manager, Cherwell Software
    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.
  • CIO Dispatch: The Crucial Role of ITSM in Enabling the Remote Workforce Recorded: Apr 7 2020 53 mins
    Matt Klassen, VP of Product Marketing, Cherwell Software
    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
  • The CIO’s Covid-19 Roadmap: IT Innovation, Operations & User Experience in 2020 Recorded: Mar 26 2020 64 mins
    Matt Klassen, VP of Product Marketing, Cherwell Software
    [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
  • How to Increase Automation to Improve Cloud-driven Innovation and Visibility Recorded: Mar 18 2020 37 mins
    Matt Klassen; Aaron Alexander
    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
  • How to Create a Self-Service Portal that Revolutionizes the Employee Experience Recorded: Mar 12 2020 45 mins
    Matt Klassen, VP of Product Marketing, Cherwell Software
    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
  • ITSM 2020: Top 5 Predictions to Guide Your Service Desk Strategy Recorded: Feb 27 2020 61 mins
    Stephen Mann of ITSM.tools, Matt Klassen, Cherwell Software, VP, Product Marketing
    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
  • Today’s ITSM Challenges are Shaping Tomorrow’s Business Success. Are you ready? Recorded: Feb 25 2020 46 mins
    Pierre Andre Aeschlimann
    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.
  • [Panel] How ITSM Can Drive and Deliver Digital Transformation Recorded: Feb 4 2020 49 mins
    Stephen Mann, ITSM.tools | Matt Klassen, Cherwell | Muddu Sudhakar, Aisera
    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
  • How to Up Your ITSM Game for Digital Transformation Success Recorded: Feb 4 2020 49 mins
    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
  • The best way to automate your IT service management experiences Recorded: Dec 16 2019 30 mins
    Pierre-André Aeschlimann, Solution / Sales Strategist & Evangelist, Cherwell Software
    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.
  • Designing Dashboards for IT Operational Excellence Recorded: Dec 9 2019 47 mins
    Steve Parker, Solutions Strategist, Cherwell
    For IT Service Management professionals, dashboards are an important tool to filter out information and key stats from the flood of data that comes through on a daily basis.

    It’s also critical to present them in an appealing, clear and simple way, as not all information is useful or helpful at first glance.

    In this webinar, we’ll look at practical examples and discuss how dashboards work, from planning through to technical implementation. They’ll be plenty of time for Q&As afterwards!
  • [Panel] Automation in ITSM: Where Are We? Recorded: Nov 6 2019 42 mins
    Wai Wong - CEO, Serviceaide, Pierre-André Aeschlimann - Solution / Sales Strategist & Evangelist, Cherwell Software
    2019 has seen much of the ITSM industry focus on automation and its impact. From self-service, to AIOps and problem and incident management, the influence of automation has been far-reaching.

    Join this panel to hear ITSM experts take a look back at where automation has taken us, and look forward to where it’ll lead us next.

    Speakers:
    Wai Wong, CEO, Serviceaide
    Pierre-André Aeschlimann - Solution / Sales Strategist & Evangelist, Cherwell Software
    Moderated by Harriet Jamieson, Global Content Manager, BrightTALK
  • The Future of ITSM: The Shift from Operational Efficiency to Employee Experience Recorded: Oct 24 2019 31 mins
    Matt Klassen, VP of Product Marketing, Cherwell Software, Pasi Nikkanen, CPO, HappySignals
    As digital transformation continues to drive the enterprise agenda into 2020, a seismic shift is occurring within IT and the service desk. Whereas IT initiatives once focused primarily on maximizing IT operational efficiency and throughput, the modern IT department is now charged with a new mandate: elevating employee experience and productivity through their engagement with service and support channels.

    Join Matt Klassen (VP, Cherwell Software) and Pasi Nikkanen (CPO, HappySignals) for a case study featuring how one company is navigating the shift from an operational- to experience-driven mindset within IT, and how the outcome has been transformational. We will also share examples from HappySignals global ITSM benchmark, the Happiness Score™.

    You’ll learn how to:
    •Measure the outcomes and impact of IT initiatives with employee happiness and productivity
    •Provide transparency to all your stakeholders – from service desk to C-suite executives
    •Identify the biggest opportunities for improvement in omni-channel support model (can/should we eliminate email as a channel?)
    •Move from traditional SLA metrics to XLAs (Experience Level Agreements)
    •Implement an enterprise service portal including HR, Finance, and Facilities—to create a consistent, integrated service experience across the organization
  • Digital Transformation is probably not what you think! Recorded: Sep 12 2019 45 mins
    Josh Caid
    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.
  • Realise the benefits of your self-service portal Recorded: Sep 10 2019 46 mins
    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.
  • ITSM’s Vital Role in Optimizing Cloud Management Recorded: Aug 28 2019 41 mins
    Ben Perack, AWS, Cloud Management Tools; Kari Nelson, Cherwell Software
    Chances are, your organization is contemplating or in the process of migrating some or all of your infrastructure to the cloud. No matter where you’re at in your cloud journey, you won’t want to miss our upcoming webinar discussing the service desk’s critical role in optimizing—if not transforming—your organization’s approach to cloud management, with an emphasis on business outcomes.

    What we'll learn about:
    - Recent drivers, trends, and insights around cloud adoption
    - Why (and how) ITSM must play a role in your organization’s cloud migration strategy
    - How to ensure key ITSM processes/activities support your hybrid cloud environment
    - A hands-on demonstration of how cloud provisioning, governance, and compliance can be achieved through a centralized self-service portal
  • Love It or Leave It: Making the Business Case for Your Next ITSM Solution Recorded: Jul 23 2019 45 mins
    George Spaulding of Pink Elephant and Matt Klassen of Cherwell Software
    Most enterprises today have some sort of IT service management (ITSM) solution in place, but the vast majority aren’t receiving the business value they had anticipated—or been promised. While the most basic ticketing tools will never deliver the maturity, efficiency, or ROI they seek, the more expensive, complex solutions require too much time, development, and administrative overhead.

    Join George Spaulding, VP at Pink Elephant and Matt Klassen, VP at Cherwell, for a discussion about the most common ITSM technology challenges, and how to overcome them with your next ITSM investment. You’ll learn:
    • Why not ITSM tools are created equal
    • Key factors to consider when evaluating ITSM solutions for your organization—with a focus on business value
    • How to make a compelling business case for your next ITSM solution
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.

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  • Title: ITSM In the Era of Remote Work
  • Live at: Apr 14 2020 3:00 pm
  • Presented by: Phil Bowermaster, Principal Product Marketing Manager, Cherwell Software
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