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As IT increasingly permeates business, the role of the service desk is also expanding. Competing with other hardware and software investments, the IT services team's pressure to do more with less is more than ever before. This scenario leaves modern CIOs to rethink their ITSM strategy to prioritize value realization while optimizing costs.

Key insights:
1) Gartner report 2020: Freshworks ranks among top 5 vendors on the ability to execute axis. What does this mean to your organization?
2) Forrester TEI study 2020: Enterprise brands deploying Freshservice accrue a service desk ROI of 308% each.

If you are an IT leader or an ITSM practitioner looking to,

Enhance IT service management experience for your agents & employees,
Deliver uninterrupted and secure IT services to stakeholders at your organization

Then, join us for this session, as we provide you with expert insights on the ways and means to unify service & operations management in the new normal.

The events of 2020 challenged business leaders globally like never before. Join our IT Predictions 2021 live webinar with an expert panel to get a deeper understanding of the dynamics that will shape 2021, and explore how to harness disruption to drive meaningful change and growth.

During this webinar, our IT service management leaders will discuss the most important trends impacting the IT landscape in 2021. We will analyze the results from the Hackett Group’s Key Issues Study and discuss how organizations plan to adapt to a new normal and how that impacts the workforce & the IT operating model. We will also update adoption levels and impacts of digital tools and technologies.

Register Now & receive insights on the;

- Most important IT function objectives for 2021
- Key IT transformation initiatives planned for 2021
- Hurdles to IT transformation in 2021 & how to overcome them
- KPIs IT teams plan to focus in 2021

The events of 2020 challenged business leaders globally like never before. Join our IT Predictions 2021 live webinar with an expert panel to get a deeper understanding of the dynamics that will shape 2021, and explore how to harness disruption to drive meaningful change and growth.

During this webinar, our IT service management leaders will discuss the most important trends impacting the IT landscape in 2021. We will analyze the results from the Hackett Group’s Key Issues Study and discuss how organizations plan to adapt to a new normal and how that impacts the workforce & the IT operating model. We will also update adoption levels and impacts of digital tools and technologies.

Register Now & receive insights on the;

- Most important IT function objectives for 2021
- Key IT transformation initiatives planned for 2021
- Hurdles to IT transformation in 2021 & how to overcome them
- KPIs IT teams plan to focus in 2021

Session Abstract: Join this session to get insights on
1) how CIOs can leverage people, process, and technology to future-proof service management in the next normal.
2) As a primary goal of Business Continuity, how to continue operating efficiently within a reasonably short period.
3) Planning and preparing to handle serious incidents or disasters.

Session abstract:
Successfully executing a Digital Transformation strategy requires fundamentally shifting key operations and value delivery for customers. In this panel, hear
1) how manufacturing leader, Dwyer Instruments - approached the brewing need for Digital Transformation.
2) what sparked their partnership across the Freshworks platform, and
3) How Dwyer Instruments could successfully embrace digital Transformation in partnership with Freshservice.

Session Abstract:
Organizations worldwide are updating their service desk capabilities to cater to the IT and non-IT requests of their employees so they can be as productive remotely as on-site. Join us for this session as we
1) Discuss the importance of enterprise service management, and
2) How IT teams can develop and deploy enterprise service management at scale.

In this session, get insights on
1) Why ITV felt the need to have a modern, out-of-the-box, cloud-based service desk to provide exceptional IT support.
2) How ITV could streamline their IT strategy in partnership with Freshservice to create exceptional employee experiences through digital and physical platforms.

Session abstract:
A successful ITSM implementation is built with the future in mind. Join our discussion as RingCentral, the world's leading provider of global enterprise cloud communications and collaboration solutions, sits down with Freshservice to

1) Discover RingCentral’s implementation from a legacy provider to Freshservice.
2) How Freshservice delivered unparalleled time-to-value that was key to RingCentral’s success.

What is the impact of the pandemic on IT teams in healthcare? Know best practices from Dayton Children’s Hospital on delivering reliable, fast and secure services in high-pressure situations.
Agenda:
1. Impact of COVID-19
2. Pandemic lessons
3. Best practices for reliable service delivery

Session Abstract:
In this session, get insights on
1) Elsevier’s lookout for a solution that would align with their ambitious objectives and keep pace with their rapid internal expansion.
2) How Elsevier embraced Digital Transformation with a cloud-first approach to its IT services & operations
3) With Freshworks’ Direct Partnership Model, how Elsevier’s IT team operated at an unparalleled scale, speed and efficiency.

Session abstract:
Join this session to get insights on
1) How Freshservice won the right to become Stitch Fix's ITSM solution a few years ago.
2) Why Stitch chose Freshservice to be the important building block of their vision for the IT department.
3) And, how Freshservice is supporting/enabling several different functions, including Facilities, HR, Security/Incident Management, Vendor Reviews, Engineering etc.

Uncertain about returning to work? In this session, we discuss a three-prong approach that IT teams can take to ensure a safer and superior return-to-work experience.
Key themes:
1. The workplace limbo
2. Three-fold thought to return to work
3. Technology solutions to consider

The sudden shift to remote work has obliged 100% of employees to work from home. As flexibility & access become the game's name, learn how the cloud can help you win at it.

In this session, we discuss the big shift in IT asset management courtesy, remote work.
Key themes:
1. The big shift and the challenges
2. Devices that employees took home
3. Huge number of unused devices in the office

Right-Size AI For IT Service Management

According to Gartner, there is a 270% increase in the number of enterprises implementing AI in the last four years.

In this session, we separate real from the hype when it comes to AI in ITSM.
Key themes:
1. Right-sizing the employee experience with AI
2. Current trends
3. Optimize employee experience with AI

Optimize IT Operations For The Next Normal
Gartner, the leading global research firm says, "If the digital business systems fail, the impacts are immediate and have far-fetching implications for the organization's reputation beyond customer satisfaction."
In this session, we go behind-the-scenes to learn how to optimize service operations for COVID-19 & beyond. Know the latest & greatest in IT operations management.

Presented by Chad Kalmes, Technology Operations Advisor, Pagerduty | Joy Su, Senior Director of Product Marketing, Freshworks | Ankur Gakkhar, Senior Product Manager, Freshworks

91% of respondents from our Harvard Business Review Analytic Services survey said that employees have higher expectations for technology than they had a decade ago. As employee expectations for smart, easy-to-use technology rise, it’s critical for you, as an IT leader, to take another look at your tech strategy.

In this session, you will:
- Gain new perspectives from leading, fellow IT leaders on how they leverage technology to enable employee engagement
- Build employee engagement initiatives that go on to become your competitive advantage
- Understand common employee engagement hurdles that hinder employee satisfaction

82% of the executives surveyed by Harvard Business Review Analytic Services say that employees' happiness on the job is significantly impacted by how well their workplace technology performs.

Why Attend?

1) Experts take on how to leverage technology to enable employee engagement to build competitive advantage
2) Insights on measuring employee engagement & creating an engaged workforce
3) Receive a complimentary copy of the research findings from Harvard Business Review Analytic Services