Creating Extraordinary IT Service Delivery Opportunities in Unprecedented Times
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.
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.
Recorded
Mar 2 2021
29 mins
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Presented by
Chris Chagnon, ITSM Evangelist
Chris Chagnon, ITSM Evangelist
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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, EasyVistaDuring 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 ConsultantIt’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 EvangelistWith 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. -
The Fast-Track to Achieving ITSM Automation Success Recorded: Feb 18 2021 37 mins
Bob Rizzo, Product Marketing Director, EasyVistaAutomation 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 -
Tactics to Empower Service Desk Agents and Employees in 2021 Recorded: Dec 17 2020 41 mins
Bob Rizzo, Product Marketing Director, EasyVistaDuring 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, EasyVistaDuring 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, Cherwell2020 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 EvangelistWith 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, EasyVistaCurrently, 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, HDIAs 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.toolsThe 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, EasyVistaIn 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, EasyVistaDuring 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.toolsNearly 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 RouxWatch 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, EasyVistaCurrently, 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 -
Lower Service Desk Call Volume with Interactive Knowledge Experiences Recorded: Apr 18 2019 32 mins
Joseph HurleyWatch 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 RouxIs 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. -
Driving User Adoption with Purposeful Apps Recorded: Apr 1 2019 29 mins
Phil NettletonWatch 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
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: Creating Extraordinary IT Service Delivery Opportunities in Unprecedented Times
- Live at: Mar 2 2021 4:00 pm
- Presented by: Chris Chagnon, ITSM Evangelist
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