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Empower Your Users with a Self-Service Portal

Your employees expect to be able to solve problems, provision equipment, and get answers through technology. And with a massive move to remote work, being able to support the workforce through a self-service portal is more important than ever. Make sure your self-service portal delivers.

In this webinar, we’ll cover:

- The benefits of implementing a self-service portal
- Common myths about self-service portals—and the reality
- How to overcome implementation challenges
- Tips for designing the self-service portal
- And more!
Recorded Dec 15 2020 44 mins
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Presented by
Phil Bowermaster Principal Product Marketing Manager Cherwell & Loren De La Cruz, Senior Product Marketing Manager, Cherwell
Presentation preview: Empower Your Users with a Self-Service Portal

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  • The Business Value & Benefits of Enterprise Service Management (In German) Apr 7 2021 9:00 am UTC 75 mins
    Pierre-André Aeschlimann, Global Sales and Solution Strategy
    While the practical benefits of an enterprise service management (ESM) capabilities will become clear throughout this entire webinar series, the economic impact is sometimes more difficult to grasp.

    Based on analyst research and best practices applied to a representative customer sample, we will explain the tangible financial benefits of a true end-to-end, no-code, enterprise service management approach.

    ***

    Während die praktischen Vorteile eines Enterprise Service Management (ESM) im Verlauf dieser gesamten Webinarreihe deutlich werden, sind die wirtschaftlichen Auswirkungen manchmal schwerer zu erfassen. Auf der Grundlage von Recherchen von Analysten und Best Practices, die auf eine repräsentative Kundenprobe angewandt wurden, werden wir die greifbaren finanziellen Vorteile eines echten End-to-End-, No-Code-, Enterprise Service Management-Ansatzes erläutern. Mit anderen Worten, wir werden uns mit den direkten Auswirkungen der technischen Funktionen auf die wichtigsten wirtschaftlichen Vorteile wie z. B:

    ● Erhöhte Produktivität von Dienstleistern und Anwendern
    ● Schnellere Problemlösung
    ● Weniger Fälle, Anfragen oder Vorfälle
    ● Mehr automatisierte Prozesse
    ● Schnellere Markteinführung und Innovation
    ● Niedrigere Gesamtbetriebskosten (TCO)
    ● Zufriedenere Benutzer
    ● Höherer Promotorenüberhang (NPS)
  • How Do You Manage Your External Customers? (In German) Mar 24 2021 10:00 am UTC 75 mins
    Pierre-André Aeschlimann, Global Sales and Solution Strategy
    Customer satisfaction is key, no matter the industry or vertical of your organization. However, customer expectations might have outpaced your organization’s technology environment. Customers want help anywhere, anytime—they want issues to be fixed rapidly and to stay informed on progress, as well as finding answers by themselves.

    Beyond providing a seamless customer engagement, organizations should also consider an integrated approach to customer service by tying in the departments related to providing services. Only an integrated end-to-end approach encompassing engagement, service operations, and even eventual field services will allow organizations to remain efficient and competitive.

    ***
    Kundenzufriedenheit ist der Schlüssel, unabhängig von der Branche Ihres Unternehmens. Es ist jedoch möglich, dass die Kundenerwartungen die technologischen Fähigkeiten Ihres Unternehmens überholt haben. Kunden möchten überall und jederzeit Hilfe erhalten - sie wollen, dass Probleme schnell behoben werden, dass sie über den Fortschritt auf dem Laufenden bleiben und dass sie selbst Antworten finden können.

    Über die Bereitstellung eines nahtlosen Kundenengagements hinaus sollten Organisationen auch einen integrierten Ansatz zur Kundenbetreuung in Betracht ziehen, indem sie die mit der Erbringung von Dienstleistungen verbundenen Abteilungen einbinden. Nur ein integrierter End-to-End-Ansatz, der Engagement, Servicebetrieb und eventuelle Außendienste umfasst, wird es den Organisationen ermöglichen, effizient und wettbewerbsfähig zu bleiben.

    In diesem Webinar werden wir uns mit folgendem befassen:

    -Wie man Selbstbedienungs-Kundenengagement über alle Kanäle anbietet
    -Wie man einen integrierten, automatisierten und kooperativen Servicebetrieb ermöglicht. Von der Lösung von Kundenfällen bis hin zur Einsatzplanung des Außendienstes
    -Wie man proaktiv wird und Probleme löst, bevor die Kunden überhaupt davon erfahren
  • Elevate Employee Experience with Cherwell’s HRSM Solution (In German) Mar 10 2021 10:00 am UTC 75 mins
    Pierre-André Aeschlimann, Global Sales and Solution Strategy
    IT departments have already benefited from the power of service management workflows. Don’t limit that impact to a single department. By introducing service management principles to human resources, you will boost the employee experience and productivity.

    This will allow your HR departments to streamline and automate many processes such as employee on/off-boarding, case and request management, employee document management, and many other administrative tasks.

    In this webinar we’ll explore:

    -Share the benefits of human resources service management (HRSM) throughout the entire employee journey
    -Show how providing omni-channel self service capabilities improves employee satisfaction and HR productivity
    -Demonstrate common HR workflows such as onboarding, case and request management, document administration and more

    ***

    IT-Abteilungen haben bereits von der Leistungsfähigkeit der Service-Management-Workflows profitiert. Beschränken Sie diese Auswirkungen nicht auf eine einzelne Abteilung. Durch die Einführung von Service-Management-Prinzipien im Personalwesen steigern Sie die Erlebnisqualität und die Produktivität der Mitarbeiter. Auf diese Weise können Ihre Personalabteilungen viele Prozesse optimieren und automatisieren. Z. B. das On-/Off-Boarding von Mitarbeitern, die Verwaltung von Vorgängen und Anfragen, die Verwaltung von Mitarbeiterdokumenten und viele andere administrative Aufgaben.

    In diesem Webinar werden wir:

    -Die Vorteile von Service Management im Personalwesen während der ganzen Mitarbeiterreise von Einstieg bis Ausstieg erläutern.
    -Zeigen, wie die Bereitstellung von Omni-Channel Self-Service die Mitarbeiterzufriedenheit und die Produktivität der HR verbessert
    -Übliche HR-Workflows wie On-Boarding, Vorgangs- und Anfragemanagement, Dokumentenverwaltung und mehr demonstrieren.
  • ITOM + ITSM = Operational Efficiency (In German) Feb 23 2021 10:00 am UTC 75 mins
    Pierre-André Aeschlimann, Global Sales and Solution Strategy
    If you’re eager for business transformation, the key is to pair operations management with next-gen service management. This marriage provides deep visibility into operations, allows you to become proactive instead of reactive, and also offers ample cost-saving opportunities.

    In this webinar, we’ll explore:

    -The importance of resilient operations to enable great efficiency and allow your organization to deepen its maturity level
    -How combining ITSM and ITOM enables greater visibility into your operational footprint
    -How your organization can move toward a “predict and prevent” strategy, and away from a reactive one
    -Cost-savings available through detecting spending on shadow IT, reducing audit risk, and more

    ***

    Wenn Sie eine geschäftliche Transformation anstreben, ist der Schlüssel dazu, das Operations-Management mit dem Service-Management der nächsten Generation zu verbinden. Diese Verbindung bietet einen tiefen Einblick in die Betriebsabläufe, ermöglicht es Ihnen, proaktiv statt reaktiv zu werden, und bietet zudem zahlreiche Möglichkeiten zur Kosteneinsparung.

    In diesem Webinar werden wir uns mit folgendem befassen:

    -Die Wichtigkeit belastbarer Betriebsabläufe, um hohe Effizienz zu ermöglichen und Ihrer Organisation die Möglichkeit zu geben, ihren Reifegrad zu steigern
    -Wie die Kombination von ITSM und ITOM einen besseren Einblick in Ihren operativen Footprint ermöglicht
    -Wie Ihre Organisation von einer reaktiven Strategie zu einer Strategie der "Vorhersage und Prävention" gelangen kann
    -Kosteneinsparungen durch erkennen von Shadow-IT-Ausgaben, Reduzierung des Prüfungsrisikos und mehr
  • How to Build a Business Case for Your Next IT Project Feb 18 2021 11:00 am UTC 36 mins
    Kari Nelson, Director of Product Marketing
    The technology buying process can be challenging—securing budget and corralling stakeholders aren’t easy. But if you know it’s time for a new service management solution, don’t let the process stand in the way of progress.

    In this webinar, we’ll show you how to become a champion for best-in-class technology. We’ll take you through the steps required in the IT solution-approval process, including:

    Benchmark your current service management practice
    Identify what you need in an ITSM solution
    Gain buy-in by strategically sharing the business impact of a new solution
    Activate decision-makers
  • Accelerate Innovation and Transformation Through a No-Code Approach (In German) Feb 10 2021 10:00 am UTC 75 mins
    Pierre-André Aeschlimann, Global Sales and Solution Strategy
    Highly skilled programmers have their merits, but when it comes to innovating quickly—and within your organization’s budget—a better option is to democratize development. This empowers your staff, spurs innovation, and accelerates time-to-market—three factors that are key to a successful digital transformation strategy.

    ***

    Hochqualifizierte Programmierer haben ihre Vorzüge, aber wenn es darum geht, schnell - und innerhalb des Budgets Ihrer Organisation - zu innovieren, ist eine bessere Option, die Entwicklung zu demokratisieren. Dies befähigt Ihre Mitarbeiter, treibt die Innovation an und beschleunigt die Markteinführung - drei Faktoren, die für eine erfolgreiche Strategie zur digitalen Transformation entscheidend sind.

    Unterstützt durch interessante Kundenbeispielen aus dem realen Leben werden wir uns in diesem Webinar mit folgendem befassen:

    -No-Code, Low-Code, und Pro-Code: Was ist der Unterschied (und warum ist er wichtig)
    -Ein Blick auf die Möglichkeiten, die eine End-To-End No-Code Plattform bietet
    -Eine unmittelbare Demonstration von Cherwells Plattform und wie sie genutzt werden kann, um Portale, Formulare, Dashboards, Widgets oder sogar völlig neue Geschäftsanwendungen zu konfigurieren und zu bauen.
  • How the Digital Workplace Drives Business Results Feb 4 2021 11:00 am UTC 34 mins
    Kari Nelson, Director of Product Marketing
    When companies achieve digital maturity, big benefits follow, including gains in productivity, high satisfaction levels from customers and employees alike, and customer retention.

    In an effort to understand more of these benefits, and see how work process integration contributes to digital transformation, Cherwell commissioned Lawless Research to survey managers and executives. As part of this survey, we also inquired about the successes—and challenges—companies were experiencing with remote working.

    The findings were clear: Digital transformation is game-changing, moving companies to a different league.

    In this webinar, we’ll review the survey findings, and discuss:

    Why committing to digital transformation is a priority
    How low- and no-code platforms provide opportunities
    Ways that digital transformation leads to an evolving role for the CIO
    The latest remote working trends
    And more!
  • IT Service Management in 2021: Predictions, Challenges and Changes Jan 28 2021 11:00 am UTC 60 mins
    Daniel Breston, Daniel Breston Ltd; Evan Carlson, EasyVista; Fran Fernandez, Espressive & Pierre Aeschlimann, Cherwell
    2020 asked businesses, organizations and IT teams to be agile, proactive and to challenge their modus operandi. It also challenged IT Service Management teams to champion businesses’ digital journeys in a way that no-one could have predicted in December 2019.

    In this special end-of-year panel, ITSM experts come together to share ‘stories from the field’ in a year unlike any other, predictions for what 2021 may bring and advice and tips for service management professionals to embrace the coming year with the same dexterity, calmness and leadership they displayed in 2020.

    From technologies and tools, to strategies for adopting and embracing cultural shifts, our experts will be sharing use cases and looking at:

    - How AIOps and an AI-first approach enabled cutting-edge ITSM teams to survive COVID-19
    - How to plan for the future of your ITSM strategy given the acceleration of Digital Transformation initiatives in 2020
    - Tips for maintaining a work-life balance when the business depends on you more than ever
    - And more
  • Transform Your Organization with Enterprise Service Management (In German) Jan 27 2021 10:00 am UTC 75 mins
    Pierre-André Aeschlimann, Global Sales and Solution Strategy
    Enterprise service management (ESM) goes beyond sharing well-known ITSM tooling with other business functions in the enterprise. ESM is a strategic approach that involves people, process, and technology changes. The journey can begin by replicating certain successful practices from the IT service management world, but it requires a more comprehensive understanding of the respective departments expected to provide services for the employees.

    ****

    Enterprise Service Management (ESM) geht über die gemeinsame Nutzung bekannter ITSM-Werkzeuge mit anderen Unternehmensfunktionen im Unternehmen hinaus. ESM ist ein strategischer Ansatz, der Veränderungen bei Menschen, Prozessen und Technologien einbezieht.
    Die Reise kann damit beginnen, bestimmte erfolgreiche Methoden aus der Welt des IT-Service-Managements zu replizieren. Sie erfordert jedoch ein umfassenderes Verständnis der jeweiligen Abteilungen, die Dienstleistungen für die Mitarbeiter erbringen sollen.

    In diesem Webinar werden wir uns anhand von Kundenbeispielen aus der Praxis mit folgendem befassen:

    -Welche grundlegenden Elemente Sie bei der Aufnahme — oder Fortsetzung — Ihrer ESM-Reise beachten sollten.
    -Die erforderlichen Funktionen für einen ESM-Plattform-Ansatz
    -Welche organisatorischen und technischen Funktionen sich als erfolgreich erwiesen haben
  • Velocity through “DevOps ready” service management Jan 21 2021 11:00 am UTC 31 mins
    Pierre-André Aeschlimann, Global Sales and Solution Strategy
    A lot has changed this year, but the good news is that comprehensive service management is more relevant than ever. While efficiency and velocity may be the focus today, leading organizations are getting ready to capitalize on growth and innovation opportunities as applicable. A service management platform approach allows organisations to increase IT resilience and transform employee and customer experiences. Furthermore, a DevOps readiness provides better overarching controls and actionable insights in this still very fragmented area to further boost innovation cycles. This webinar will explain broader service management use cases throughout the entire DevOps lifecycle of services.
  • How to Build a Business Case for Your Next IT Project Jan 20 2021 12:00 am UTC 37 mins
    Kari Nelson, Director of Product Marketing
    The technology buying process can be challenging—securing budget and corralling stakeholders aren’t easy. But if you know it’s time for a new service management solution, don’t let the process stand in the way of progress.

    In this webinar, we’ll show you how to become a champion for best-in-class technology. We’ll take you through the steps required in the IT solution-approval process, including:

    Benchmark your current service management practice
    Identify what you need in an ITSM solution
    Gain buy-in by strategically sharing the business impact of a new solution
    Activate decision-makers
  • How the Digital Workplace Drives Business Results Recorded: Jan 13 2021 34 mins
    Kari Nelson, Director of Product Marketing
    When companies achieve digital maturity, big benefits follow, including gains in productivity, high satisfaction levels from customers and employees alike, and customer retention.

    In an effort to understand more of these benefits, and see how work process integration contributes to digital transformation, Cherwell commissioned Lawless Research to survey managers and executives. As part of this survey, we also inquired about the successes—and challenges—companies were experiencing with remote working.

    The findings were clear: Digital transformation is game-changing, moving companies to a different league.

    In this webinar, we’ll review the survey findings, and discuss:

    Why committing to digital transformation is a priority
    How low- and no-code platforms provide opportunities
    Ways that digital transformation leads to an evolving role for the CIO
    The latest remote working trends
    And more!
  • Why an Employee-First Strategy Makes All the Difference - Part 1 Recorded: Jan 12 2021 39 mins
    Phil Bowmaster, Principal Product Marketing Manager
    Through digital process automation (DPA), you can automate tasks and refine workflows. By doing so, you’ll enable a better consumer experience, boost employee engagement, and ultimately increase revenue.

    But there’s a catch: 73 percent of all digital transformation efforts fail. Find out how to prevent that outcome in our two-part series on the challenges and best practices involved in implementing a DPA strategy.

    Part One, explores the major challenges that organizations face when setting out to define an employee-first strategy:

    - Why organizations often lack a broad, cross-functional perspective on key business processes
    - How system silos and manual processes block DPA initiatives
    - Recommended DPA processes that can have an immediate positive impact on employee experience
  • How to Build a Business Case for Your Next IT Project Recorded: Dec 17 2020 37 mins
    Kari Nelson, Director of Product Marketing
    The technology buying process can be challenging—securing budget and corralling stakeholders aren’t easy. But if you know it’s time for a new service management solution, don’t let the process stand in the way of progress.

    In this webinar, we’ll show you how to become a champion for best-in-class technology. We’ll take you through the steps required in the IT solution-approval process, including:

    Benchmark your current service management practice
    Identify what you need in an ITSM solution
    Gain buy-in by strategically sharing the business impact of a new solution
    Activate decision-makers
  • Why an Employee-First Strategy Makes All the Difference — Part 2 Recorded: Dec 15 2020 40 mins
    Phil Bowmaster, Principal Product Marketing Manager
    Digital process automation (DPA) can help automate tasks and refine workflows so you can get more done—faster.

    In the second part of our two-part series, Why an Employee-First Strategy Makes All the Difference, we’ll discuss DPA implementation strategies.
  • Why an Employee-First Strategy Makes All the Difference — Part 2 - EMEA Recorded: Dec 15 2020 40 mins
    Phil Bowmaster, Principal Product Marketing Manager
    Digital process automation (DPA) can help automate tasks and refine workflows so you can get more done—faster.

    In the second part of our two-part series, Why an Employee-First Strategy Makes All the Difference, we’ll discuss DPA implementation strategies.
  • Empower Your Users with a Self-Service Portal Recorded: Dec 15 2020 44 mins
    Phil Bowermaster Principal Product Marketing Manager Cherwell & Loren De La Cruz, Senior Product Marketing Manager, Cherwell
    Your employees expect to be able to solve problems, provision equipment, and get answers through technology. And with a massive move to remote work, being able to support the workforce through a self-service portal is more important than ever. Make sure your self-service portal delivers.

    In this webinar, we’ll cover:

    - The benefits of implementing a self-service portal
    - Common myths about self-service portals—and the reality
    - How to overcome implementation challenges
    - Tips for designing the self-service portal
    - And more!
  • Why an Employee-First Strategy Makes All the Difference - Part 1 Recorded: Dec 14 2020 39 mins
    Phil Bowmaster, Principal Product Marketing Manager
    Through digital process automation (DPA), you can automate tasks and refine workflows. By doing so, you’ll enable a better consumer experience, boost employee engagement, and ultimately increase revenue.

    But there’s a catch: 73 percent of all digital transformation efforts fail. Find out how to prevent that outcome in our two-part series on the challenges and best practices involved in implementing a DPA strategy.

    Part One, on Thursday, October 22, explores the major challenges that organizations face when setting out to define an employee-first strategy:

    Why organizations often lack a broad, cross-functional perspective on key business processes
    How system silos and manual processes block DPA initiatives
    Recommended DPA processes that can have an immediate positive impact on employee experience
  • Why an Employee-First Strategy Makes All the Difference — Part 2 Recorded: Dec 9 2020 33 mins
    Phil Bowmaster, Principal Product Marketing Manager
    Business demands fast delivery to respond to new opportunities—but complexity and manual processes hold your back. See how an employee-first strategy can speed up your innovation.

    This webinar is the second in our two-part series, Why an Employee-First Strategy Makes All the Difference, and will cover Digital Process Automation (DPA) implementation strategies, including:
    - Choosing a technology framework: ITSM, Low-Code, or RPS
    - Choosing a strategic approach: centralized, distributed, or hybrid automation initiatives
    - Aligning DPA with key enterprise objectives so employees can see why their work matters
  • Why Enterprise Automation Is Surging — and How to Get Started Recorded: Dec 8 2020 27 mins
    Kari Nelson, Director of Product Marketing
    Get practical tips for how to implement automation at your organization, along with an examination of why automation has never been more critical.

    Prior to the COVID-19 pandemic, automation was essential for digital transformation. But now, as your enterprise continues to adjust, there’s a fresh urgency to implementing automation.

    Not only does automation eliminate manual handoffs, but it enables the delivery of higher-quality services and improves your IT environment. Fundamentally, automation allows your organization to fill in any gaps from the loss of employees.

    And while implementation can be tricky, it’s by no means out of reach. During this webinar, Cherwell Software Product Marketing Director Kari Nelson will delve into analyst information and market data to show the game-changing qualities of automation.

    This webinar explores:
    - Market and customer data demonstrating that automation is a critical need during (and after) the pandemic
    - Practical tips that IT managers and directors can use to jump-start their automation journey
    - Examples of automation, including cloud provisioning and workflow automation
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: Empower Your Users with a Self-Service Portal
  • Live at: Dec 15 2020 12:00 am
  • Presented by: Phil Bowermaster Principal Product Marketing Manager Cherwell & Loren De La Cruz, Senior Product Marketing Manager, Cherwell
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