Name: Metrics that Matters: Measuring ITSM in 2021
Start: 2021-05-19T15:00:00Z
End: 2021-05-19T15:01:00.000Z
Location: BrightTALK
Rating: 4.8

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.

Both service desk employees and customers are expecting the same seamless experience at work that they get in their personal lives.

So how do you give a smoother experience to all? A multi-experience approach to self-service and ITSM can help. 

Self-service is a key enabler in improving employee experience, no matter where the employees are working from. This is not only due to speeding up the delivery of IT support, but also to better match the omnichannel service and support experiences that these employees receive in their personal lives.

But how does this influence customer experience, retention, and the bottom line? Watch this webinar to learn more.

Use self-service IT to balance employee experience with CX

In today's hyper-digital, ultra-saturated landscape, customer service organizations must work harder to meet the rising expectations of their users. After all, positive customer experiences drive business growth.

As telework becomes commonplace and "on demand" mentality infiltrates more areas of our personal lives, customer service organizations must constantly evolve to meet the needs of this convenience economy.

So how can organizations keep up?

Watch this 30-minute webinar to learn about the strategies and the technologies to consider when trying to meet this challenge.

You will learn:

- What is service experience management?
- Moving beyond reactive support
- Leveraging Automation and AIOPS
- Bridging the gap between ITSM and ITOM
- Measuring Success

Go beyond reactive IT support with service experience management

For many years, ITSM helped bring much-needed structure, order, and stability to IT.  And just when we thought we had it under control, we found ourselves hurried into Digital Transformation, complicated by a new way of supporting remote workers, all while trying to accelerate IT delivery to the break-neck pace of modern business.

In this webinar, Former CIO, author, and speaker, Greg Sanker, will share how to leverage ITSM to:
 
- Increase business agility
- Improve organizational resiliency
- Foster creativity and innovation

Why ITSM holds the key to business agility & resilience

Modern service desks go beyond service management.  

Providing streamlined service delivery means proactively establishing solutions and empowering users to solve their own problems through self-service and process automation.

Integrating self-service technology and service management software with automated processes takes your service desk to the next level! The evolution from self-help to self-healing is growing in popularity, but are you ready to streamline your service? 

Find out more in this discussion hosted by EasyVista’s Jon Ryman! We'll discuss:  
-  Process automation techniques  
-  The role of self-service technology 
-  Self-healing’s role in process automation for shift-left initiatives

How to Automate IT Processes for a Streamlined Service Desk

In today's hyper-digital, ultra-saturated landscape, customer service organizations must work harder to meet the rising expectations of their users. After all, positive customer experiences drive business growth. As telework becomes commonplace and "on demand" mentality infiltrates more areas of our personal lives, customer service organizations must constantly evolve to meet the needs of this convenience economy.  

So how can organizations keep up?  

Join this 30-minute webinar to learn about the strategies and the technologies to consider when trying to meet this challenge.  During the webinar we will cover the following areas and answer any questions:  

- What is service experience management? 
- Moving beyond reactive support 
- Leveraging Automation and AIOPS 
- Bridging the gap between ITSM and ITOM 
- Measuring Success

Service Experience Management: What is it and how do you get there?

The IT service desk has long sought to accomplish the difficult goals of lowering costs while increasing responsiveness and customer/user satisfaction. Shift-Left strategy came about in the efforts to accomplish these goals. Moving resolution capabilities to the lowest possible tier of support—including self-help (Tier 0)—by means of knowledge transfer is a widely used approach. In practice, shifting left has proved somewhat successful, but has encountered some unexpected pitfalls. 

As the criticality and complexity of the IT environment continue to increase with cloud applications, decentralized IT, and remote or hybrid work, rapid resolutions are not enough. Interruptions impact productivity more than ever, and even good Problem Management isn’t keeping up. Optimization helps but is not enough. 

This educational webinar will explore: 

- How Shift-Left is supposed to work and why it sometimes doesn’t 
- Why preventing interruptions is becoming even more important 
- How emerging technologies will change the model

How to Take Service & Support to the Next Level Beyond Shift-Left

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.

How to Create a Next-Generation Service Desk to Meet Business Demand

How to Best Leverage ITSM in the Age of Agility

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.

How Modern Service Management Reignites Business for Service Delivery Success

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

The Fast-Track to Achieving ITSM Automation Success

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.

3 Technologies to Fast-Track Self-Service in the Remote Work Paradigm

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.

How to Easily Automate Your Service Delivery with EasyVista

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.

Creating Extraordinary IT Service Delivery Opportunities in Unprecedented Times

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

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

Metrics that Matters: Measuring ITSM in 2021

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Metrics that Matters: Measuring ITSM in 2021

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