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Integrating Knowledge Management and Virtual Agents for Self-Service Success

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.
Recorded Apr 30 2020 59 mins
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Presented by
Chris Chagnon (Worcester Polytechnic Institute); John Prestridge (EasyVista)
Presentation preview: Integrating Knowledge Management and Virtual Agents for Self-Service Success

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  • How to Create a Next-Generation Service Desk to Meet Business Demand Aug 11 2021 6:00 pm UTC 60 mins
    Doug Tedder, Industry Thought Leader & Principal of Tedder Consulting LLC, a Service Management and IT Governance Consultancy
    It’s no secret that organizations are rapidly increasing their reliance on technology, from digitalization and digital transformation to expanded adoption of collaboration technologies and working from anywhere. Organizations are under extreme pressure to adopt and integrate technologies, creating business processes that rely completely on technology.

    As a result of this rapid digital transformation, a one-size-fits-all approach to service management doesn’t work. Traditional approaches to service management must evolve and modernize, incorporating next-generation service management that features the right mix of methodologies, tools, and technologies to meet the demands of tomorrow’s organization.

    What does this mean for the service desk? Just as service management has had to evolve, service desks must evolve as well.

    While many service desks have evolved beyond offering limited engagement channels or with the introduction of technologies such as chatbots and automation, the next-generation service desk goes a step further.

    You may be asking yourself: What does a next-generation service desk look like? What is different about the next-generation service desk – and what do those differences mean for many of today’s service desks? Understanding the answers to these questions is key in the evolution of your service desk.

    Join industry thought leader, Doug Tedder, on Wednesday, August 11, 2021 at 2pm ET where he will discuss techniques and tips to evolve your service desk using the service management tools of the future.
  • The Fast-Track to Achieving ITSM Automation Success Recorded: Jul 14 2021 37 mins
    Bob Rizzo, Product Marketing Director, EasyVista
    Automation has been on the roadmap for many IT departments over the past few years, but the coronavirus pandemic accelerated the pace of digital transformation as organizations needed to address the changing work environment.  Organizations planning to deploy ITSM automation are eager to realize the benefits that include cost efficiencies, improved IT operational efficiencies and faster incident resolution, but often are uncertain what ITSM processes to target and where to begin. 
     
    Join EasyVista’s Product Marketing Director, Bob Rizzo, to learn more about ITSM automation, including:
     
    - Benefits of ITSM automation
    - Potential areas for ITSM automation 
    - How to begin an automation project
  • Metrics that Matters: Measuring ITSM in 2021 Recorded: May 19 2021 61 mins
    Panelists from: HCB/UTK, JPC Group, EasyVista, Apollo-Is, and Digital.ai
    The metrics that mattered in March 2020 may not be the metrics that matter in May 2021. With the pandemic forcing Digital Transformation initiatives to accelerate at a previously unrecognizable pace, we’re bringing together ITSM experts to explore and debate the essential metrics that ITSM and business leaders value.

    From why it’s crucial to approach metrics with discipline and excitement to the best ways to measure success, we’ll be discussing :

    -Which metrics align to business outcomes, and why they’re of utmost importance
    -Which metrics directly align to revenue and should be focused on
    -Which perspectives are important when forming your ESM metrics strategy
    -Why metrics should be a priority, not an afterthought for ITSM leaders
    -And more

    Moderator:
    Andy Bennett, Vice President of Technology, CISO at Apollo-Is

    Panelists:
    Julia Bell, IT Security Manager at HCB/UTK
    John Custy, Managing Consultant at JPC Group
    Evan Carlson, Chief Revenue Officer at EasyVista
    Ben Sapp, Insights Architect at Digital.ai
  • How Modern Service Management Reignites Business for Service Delivery Success Recorded: May 18 2021 55 mins
    Archana Venkatraman, DevOps & AI Research Practices, IDC & Neil Ward-Dutton, VP, Intelligent Business Execution Practice, IDC
    In this new "digital" normal, enterprises need new capabilities such as resilience, speed to market, embedded intelligence, and innovation.

    Organizations globally are approaching 2021 with cautious optimism and looking to re-ignite their business and capitalize on new opportunities. More than 60% of organizations are shifting or increasing their technology spend to pivot their businesses to the digital future.

    This presents a unique opportunity to IT and business leaders to modernize and reset their service management strategies with modern capabilities such as automation, integration, cloud-like business model, simplicity, and intelligence.

    IDC's research shows that modern service management helps elevate self-service, user experience, proactive remediation, reliability, and data-driven management.

    This in turn can help them speed up the business value they deliver such as empowered employees, faster IT resolution, better security and governance.

    Organizations the world over are working to implement new KPIs to help them manage their businesses in the “new normal”. A modern approach to service management across business functions will be crucial if organizations are going to deliver successful outcomes aligned to the majority of these KPIs.

    It is your time to shine as a service hero! Are you ready?

    Join IDC and EasyVista in this webinar where we will discuss:
    - The trends and priorities of digital enterprises in the new normal
    - How these trends are adding pressure to service teams
    - Urgency for a service management reset

    The webinar will highlight the hallmarks of modern service management such as automation, intelligence, and value-based business outcomes.
  • 3 Technologies to Fast-Track Self-Service in the Remote Work Paradigm Recorded: Mar 30 2021 57 mins
    Roy Atkinson, Group Principal Analyst, HDI; Bob Rizzo, Product Marketing Director, EasyVista
    During the current pandemic, companies and organizations have been acting fast to get people working productively from home or other remote locations. The demands for speed and flexibility have put tremendous stress on service desks and technical support centers, which are also dealing with their own departure from familiar offices with ready-access to systems and each other. At the same time, contact volume has increased dramatically as those not normally equipped or trained to work from home are working with systems and tools that are new to them. To lessen the strain on support, organizations need to ramp up self-service and self-help tools as rapidly as possible, while still providing end users with accurate and useful information.

    Organizations should consider 3 technologies to enable better self-service:

    - Robust self-help to capture and deliver knowledge as well as provide solid metrics about its use
    - Omnichannel support to provide knowledge to users wherever they are—in applications, websites, or messaging tools
    - Chatbots and/or virtual agents that use Natural Language Processing (NLP) to keep knowledge contextual and provide guided support

    According to HDI research, the 10% of organizations that saw a decrease in support contact volume named the top two factors driving the decrease as self-help and the knowledge base.
  • How to Easily Automate Your Service Delivery with EasyVista Recorded: Mar 25 2021 45 mins
    Jon Ryman, EV Senior Solutions Consultant
    It’s no secret that in order for organizations to succeed at automating their service delivery, they require an ITSM solution that’s agile, cost-effective, and easy to use.

    Whether you want to automate complicated IT processes or utilize ITIL best practices, EasyVista’s solutions offer a new level of simplicity, agility, and mobility that make it easy to support even the most complex requirements.

    Watch this 30-minute demo, where EV Senior Solutions Consultant, Jon Ryman, gives an introduction to all things EasyVista including but not limited to:

    EV Service Apps - build all the portals you need to support the enterprise, quickly, easily and without a web developer in sight

    EV Self Help - deflect calls, increase user satisfaction and ultimately save money using EasyVista’s next gen Service Bot technology

    EV Service Manager - create custom commands to automate repetitive tasks, manage ticket queues more effectively, create complex multi-criteria reports code-free and more using EasyVista’s flagship core solution

    After this demo, you’ll feel empowered to provide the modern, easy-to-use service experience your users expect.
  • Creating Extraordinary IT Service Delivery Opportunities in Unprecedented Times Recorded: Mar 2 2021 29 mins
    Chris Chagnon, ITSM Evangelist
    With the COVID-19 Pandemic creating what we ubiquitously refer to as, “unprecedented times”, we have also been presented with extraordinary opportunities. The silver lining for many service management and IT teams is that the value we provide is increasingly relied on as remote work, digital transformation, and enterprise service management become the norm.

    In this panel, we will hear from some of EasyVista’s customers as they share their own experiences and the amazing, innovative, things they have been able to create. This session will provide both a first-look at some of the things EasyVista customers have created, as well as insight into how they were able to use the platform to rapidly deploy these solutions to help their company reduce friction and maintain productivity.
  • Tactics to Empower Service Desk Agents and Employees in 2021 Recorded: Dec 17 2020 41 mins
    Bob Rizzo, Product Marketing Director, EasyVista
    During the coronavirus pandemic, businesses quickly saw the value in the IT service desk and ITSM software and teams. In many cases, the IT service desk was responsible for helping organizations quickly pivot to remote work, often left to contend with high ticket volume while experiencing challenges in their own work style and balance. Despite the challenges, service desk teams across the world have shown incredible resilience and have proven, in many cases, to be the backbone of the business.

    As 2020 comes to a close and we reflect on trends and look to the future, it is clear that in 2021 the service desk will continue to play an important role. It is more important now than ever to align with business goals and focus on tactics that truly empower employees – both on the user/operator side and the end-user side, including service desk employees and customers of the service desk.

    Join EasyVista’s Bob Rizzo for this webinar to learn key tactics to empower and enable employees to excel in 2021, including:

    • Techniques such as “swarming” to streamline ticket handling, and enhance collaboration
    • Leveraging AI technology and automation
    • Ways to improve the people-experience in the digital-first era
  • Tactics to Empower Service Desk Agents and Employees in 2021 Recorded: Dec 4 2020 42 mins
    Bob Rizzo, Product Marketing Director, EasyVista
    During the coronavirus pandemic, businesses quickly saw the value in the IT service desk and ITSM software and teams. In many cases, the IT service desk was responsible for helping organizations quickly pivot to remote work, often left to contend with high ticket volume while experiencing challenges in their own work style and balance. Despite the challenges, service desk teams across the world have shown incredible resilience and have proven, in many cases, to be the backbone of the business.

    As 2020 comes to a close and we reflect on trends and look to the future, it is clear that in 2021 the service desk will continue to play an important role. It is more important now than ever to align with business goals and focus on tactics that truly empower employees – both on the user/operator side and the end-user side, including service desk employees and customers of the service desk.

    Join EasyVista’s Bob Rizzo for this webinar to learn key tactics to empower and enable employees to excel in 2021, including:

    • Techniques such as “swarming” to streamline ticket handling, and enhance collaboration
    • Leveraging AI technology and automation
    • Ways to improve the people-experience in the digital-first era
  • IT Service Management in 2021: Predictions, Challenges and Changes Recorded: Dec 4 2020 61 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
  • Creating Extraordinary IT Service Delivery Opportunities in Unprecedented Times Recorded: Oct 14 2020 30 mins
    Chris Chagnon, ITSM Evangelist
    With the COVID-19 Pandemic creating what we ubiquitously refer to as, “unprecedented times”, we have also been presented with extraordinary opportunities. The silver lining for many service management and IT teams is that the value we provide is increasingly relied on as remote work, digital transformation, and enterprise service management become the norm.

    In this panel, we will hear from some of EasyVista’s customers as they share their own experiences and the amazing, innovative, things they have been able to create. This session will provide both a first-look at some of the things EasyVista customers have created, as well as insight into how they were able to use the platform to rapidly deploy these solutions to help their company reduce friction and maintain productivity.
  • How to Ramp-up IT Support for Telework with Intelligent Knowledge Management Recorded: Sep 30 2020 44 mins
    Evan Carlson, EasyVista
    Currently, remote working has become more than a trend. In the past two weeks, companies around the world went from being in offices to working from home, putting increasing demands on IT support and service delivery more than ever. How can the service desk keep up? It’s time to focus on a new era of knowledge management strategies that leverage the power of virtual agents and AI to provide successful self-service and ensure the right answers are available for employees wherever and whenever they need it.

    In this webinar, you will learn:

    - What are the essentials for effective self-service

    - Why knowledge bytes are the answer, not articles

    - How to deliver omnichannel access to knowledge to support workers from anywhere

    - Real use cases in how intelligent knowledge management has transformed self-service for employees
  • How to Get Maximum ROI from Service Management with No-code Tools and Data Pools Recorded: Sep 9 2020 47 mins
    Roy Atkinson, Group Principal Analyst, HDI
    As difficult as this year has been in many respects, there are currently massive opportunities on offer for the rest of 2020 and beyond. We have seen organizations of every type—business, education, healthcare, and government—make changes and achieve goals at a velocity they would not have thought possible a year ago.

    Now is the time to bring data, processes, and tools together across the entire organization using advanced tools that help keep expenditures as low as possible. Topflight IT Service Management and Enterprise Service Management (ESM) can bring rewards for your organization, and there is no time like now.

    In this webinar, you will learn:

    • 5 important pieces of the ESM puzzle
    • How bringing data pools together changes business
    • Unexpected benefits of ESM
    • How low-code/no-code tools get ROI more quickly
    • How self-help reduces contact volume
    • And more…
  • 3 Disruptive Service Desk Trends in the Digital-First Era Recorded: Aug 26 2020 49 mins
    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.
  • Don’t Cut Your IT Service Desk Costs, Optimize Them! Recorded: Aug 6 2020 48 mins
    Stephen Mann, ITSM.tools and Evan Carlson, EasyVista
    In the post-COVID-19 “new normal,” there’s a need for IT service desks to quickly adapt to the new ways of working and new employee expectations. There’s also the necessity to focus on costs – reflecting the harsh commercial realities of the crisis.

    However, after a decade of cost-cutting, many service desks had evolved their strategies and operations to focus on value rather than cost. Now, it’s important to maintain, or potentially to start, this despite the immediate need to cut costs – with cost optimization the way to do it.

    Please join EasyVista and Stephen Mann, of ITSM.tools, for a webinar that shares:

    - The four key facilitators of IT service desk cost optimization
    - The benefits of focusing on each of these five areas
    - Practical tips to help your organization successfully optimize its service desk costs.
  • 3 Technologies to Fast-Track Self-Service in the Remote Work Paradigm Recorded: May 14 2020 58 mins
    Roy Atkinson, Group Principal Analyst, HDI; Bob Rizzo, Product Marketing Director, EasyVista
    During the current pandemic, companies and organizations have been acting fast to get people working productively from home or other remote locations. The demands for speed and flexibility have put tremendous stress on service desks and technical support centers, which are also dealing with their own departure from familiar offices with ready-access to systems and each other. At the same time, contact volume has increased dramatically as those not normally equipped or trained to work from home are working with systems and tools that are new to them. To lessen the strain on support, organizations need to ramp up self-service and self-help tools as rapidly as possible, while still providing end users with accurate and useful information.

    Organizations should consider 3 technologies to enable better self-service:

    - Robust self-help to capture and deliver knowledge as well as provide solid metrics about its use
    - Omnichannel support to provide knowledge to users wherever they are—in applications, websites, or messaging tools
    - Chatbots and/or virtual agents that use Natural Language Processing (NLP) to keep knowledge contextual and provide guided support

    According to HDI research, the 10% of organizations that saw a decrease in support contact volume named the top two factors driving the decrease as self-help and the knowledge base.
  • Integrating Knowledge Management and Virtual Agents for Self-Service Success Recorded: Apr 30 2020 59 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 28 2020 52 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.
  • Why Self-Service Success Starts with a New Approach to Knowledge Management Recorded: Apr 24 2020 30 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.
  • How to Ramp-up IT Support for Telework with Intelligent Knowledge Management Recorded: Mar 25 2020 45 mins
    Evan Carlson, EasyVista
    Currently, remote working has become more than a trend. In the past two weeks, companies around the world went from being in offices to working from home, putting increasing demands on IT support and service delivery more than ever. How can the service desk keep up? It’s time to focus on a new era of knowledge management strategies that leverage the power of virtual agents and AI to provide successful self-service and ensure the right answers are available for employees wherever and whenever they need it.

    In this webinar, you will learn:

    - What are the essentials for effective self-service

    - Why knowledge bytes are the answer, not articles

    - How to deliver omnichannel access to knowledge to support workers from anywhere

    - Real use cases in how intelligent knowledge management has transformed self-service for employees
ITSM & Self-Help Tools to Deliver IT Services to Employees & Customers
EasyVista is a global software provider of intelligent service automation solutions for enterprise service management and self-help. Leveraging the power of service management, self-help, AI, and micro apps to create customer-focused service experiences, EasyVista has helped companies improve employee productivity, reduce operating costs, and increase customer satisfaction. Today, EasyVista helps over 1,500 enterprises around the world to accelerate change, empowering leaders to better serve their employees and customers across financial services, healthcare, education, manufacturing and other industries.

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  • Title: Integrating Knowledge Management and Virtual Agents for Self-Service Success
  • Live at: Apr 30 2020 5:00 pm
  • Presented by: Chris Chagnon (Worcester Polytechnic Institute); John Prestridge (EasyVista)
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