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How ITSM Paves the Way for Digital Transformation

Wondering how successful organizations take advantage of technology to transform their service? Watch EasyVista’s Senior Vice President, John Prestridge, and a top Research Analyst from global IT research firm, IDC, in this 50-minute webinar where you'll learn the IT imperatives of digital transformation, what the DX trailblazers do to successfully align IT and their business, how misaligned ITSM is impacting speed, efficiency, security and customer experience, and how to gain a better understanding of the technologies that can help transform service (i.e. knowledge, AI, chatbots, and self-help)

Discover what your peers are doing and what actions you can take to bring IT closer to your business’ needs.
Recorded Mar 27 2019 55 mins
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Presented by
John Prestridge, Senior Vice President & CMO, EasyVista
Presentation preview: How ITSM Paves the Way for  Digital Transformation

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  • 3 Disruptive Service Desk Trends in the Digital-First Era Recorded: Jul 17 2019 50 mins
    John Prestridge, CMO & SVP, EasyVista & Stephen Mann, Principle Analyst & Content Director, ITSM.tools
    The workforce is changing, and the expectations of experience and service are higher than ever for the service desk. At the same time, disruptive technologies are becoming available that enable service desk transformation to support the future of work. With the ever-growing amount of tickets coming to the service desk and the pressure to do more with less, service desk managers need to stay abreast of major trends that are impacting how they can deliver better service.

    In this webinar, we'll discuss 3 major service desk trends that every service desk manager needs to know:

    -Death of the self-service portal
    -Rise of AI-powered support
    -Revival of knowledge management

    This webinar will present industry metrics and strategic approaches for building a modern service desk that drives significant ROI for the organization.
  • Integrating Knowledge Management and Virtual Agents for Self-Service Success Recorded: Jun 18 2019 60 mins
    Chris Chagnon (Worcester Polytechnic Institute); John Prestridge (EasyVista)
    In this webinar, we’ll discuss 3 steps you need to consider to successfully integrate advanced technologies and knowledge management to raise the level of self-help support in your organization:

    1. Adopt foundational AI capabilities focused on improving context and relevancy
    2. Deliver knowledge experiences rather than knowledge articles
    3. Make self-service available from collaboration platforms, websites, self-service portals, and more.

    This webinar will help you form your strategies and set your goals for the acquisition and use of emerging technologies.
  • 7 Tips for Getting Knowledge Management Right for Self-Service Recorded: Apr 24 2019 53 mins
    Stephen Mann, Principal Analyst and Content Director, ITSM.tools
    Nearly all organizations know the opportunities and benefits of effective knowledge management, yet many still struggle to achieve long-term ROI. Knowledge management initiatives can be difficult, and your organization may be facing numerous challenges when it comes to people, processes, technology, and the overall culture in your organization. To help you, EasyVista teamed up with ITSM industry leader and analyst, Stephen Mann, in a 45-minute webinar to show you how to effectively create the best possible knowledge management environment for self-service success.
  • Lower Service Desk Call Volume with Interactive Knowledge Experiences Recorded: Apr 18 2019 32 mins
    Joseph Hurley
    Watch this 30-min live demo showcasing EasyVista’s innovative Self Help solution where we’ll show how you can create an interactive knowledge experience that simplifies access to the answers users need to help solve their problems on their own, resulting in benefits for end users and IT technicians alike.
  • Leveraging Knowledge & AI to Optimize the New Employee Experience Recorded: Apr 16 2019 43 mins
    Justin Roux
    Is your onboarding process taking too long? Is it overly complicated and causing a surge in calls to the service desk? Most organizations have inefficient self-service and struggle to deliver the knowledge and answers their new employees seek. But it doesn’t have to be this way. Watch our recent webinar on optimizing employee onboarding, where we explore how to deliver guided self-service to help new employees find the right answers and resources they need to be productive, easily create knowledge flows that automate knowledge access, contextual interactions, and actions with other systems, integrate with ITSM to automate catalog requests and submit support requests, and leverage chatbots and AI to provide interactive access from anywhere.
  • Why Self-Service Success Starts with a New Approach to Knowledge Management Recorded: Apr 10 2019 31 mins
    Justin Roux
    Watch this 30-minute demo to learn how EasyVista Self Help can convert your existing user-facing knowledge into intelligent knowledge flows to guide employees and customers to the answers they need, make self-service available from anywhere employees work; any website, portal, application or messaging platform, and enable omni-channel support with virtual agents, chatbots and embedded widgets.
  • Driving User Adoption with Purposeful Apps Recorded: Apr 1 2019 29 mins
    Phil Nettleton
    Watch this quick 30-minute demo showcasing how EasyVista Service Apps technology can create immersive user experiences for increased adoption and higher ROI. We’ll highlight how three different roles (Contract Managers, IT Technicians, and CIOs) can gain value from purposeful apps or portals that are catered to their role, using features like push-button operations to make service requests quick and fool-proof, responsive, mobile design that allows access to key information at any time, from any device, and custom transaction experiences based on role, location, permissions, and more
  • How ITSM Paves the Way for Digital Transformation Recorded: Mar 27 2019 55 mins
    John Prestridge, Senior Vice President & CMO, EasyVista
    Wondering how successful organizations take advantage of technology to transform their service? Watch EasyVista’s Senior Vice President, John Prestridge, and a top Research Analyst from global IT research firm, IDC, in this 50-minute webinar where you'll learn the IT imperatives of digital transformation, what the DX trailblazers do to successfully align IT and their business, how misaligned ITSM is impacting speed, efficiency, security and customer experience, and how to gain a better understanding of the technologies that can help transform service (i.e. knowledge, AI, chatbots, and self-help)

    Discover what your peers are doing and what actions you can take to bring IT closer to your business’ needs.
EasyVista US
EasyVista US

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  • Title: How ITSM Paves the Way for Digital Transformation
  • Live at: Mar 27 2019 2:15 pm
  • Presented by: John Prestridge, Senior Vice President & CMO, EasyVista
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