Hi [[ session.user.profile.firstName ]]

Right-sized ITSM: The Buck Stops Here

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.
Recorded Dec 7 2020 45 mins
Your place is confirmed,
we'll send you email reminders
Presented by
Joy Su, Senior Director, Product Marketing, Freshworks | Alan Berkson, Director, Community Outreach, Freshworks
Presentation preview: Right-sized ITSM: The Buck Stops Here

Network with like-minded attendees

  • [[ session.user.profile.displayName ]]
    Add a photo
    • [[ session.user.profile.displayName ]]
    • [[ session.user.profile.jobTitle ]]
    • [[ session.user.profile.companyName ]]
    • [[ userProfileTemplateHelper.getLocation(session.user.profile) ]]
  • [[ card.displayName ]]
    • [[ card.displayName ]]
    • [[ card.jobTitle ]]
    • [[ card.companyName ]]
    • [[ userProfileTemplateHelper.getLocation(card) ]]
  • Channel
  • Channel profile
  • FLIP-THE-SWITCH: Reimagine 'shift left' for the 'right experience' May 13 2021 4:00 pm UTC 60 mins
    Stephen Mann, ITSM.tools; Joy SU, Freshworks Inc.
    Employee expectations of the workplace are rapidly evolving, and consumer-like experiences quickly become a benchmark to measure internal support teams. The corporate IT self-service portal touted as the cure in delivering against shift-left strategies to meet employees' consumer-world-driven support expectations has failed to deliver on their promises.

    Join us for this live webinar on May 13th at 9 AM PST. We bring you experts & practitioners to present insights on the emerging shift-left strategies being adopted to improve employee satisfaction & agent productivity.

    Key Learnings:
    - How (and why) traditional IT self-service portals have failed to deliver the expected benefits.
    - The continued importance of self-service within digitally-enabled organizations
    - How new smart technologies offer a better alternative to self-service portals
    - Eight tips for ensuring that new self-service capabilities drive better employee experience & boost agent
    productivity.
  • FLIP-THE-SWITCH: Reimagine 'shift left' for the 'right experience' May 12 2021 10:00 am UTC 45 mins
    Stephen Mann, Principal Analyst & Content Director ITSM.Tools | Nirmal Krishnamoorthy, Senior Manager, Freshworks
    About this webinar:
    Employee expectations of the workplace are rapidly evolving, and consumer-like experiences quickly become a benchmark to measure internal support teams. The corporate IT self-service portal touted as the cure in delivering against shift-left strategies to meet employees' consumer-world-driven support expectations has failed to deliver on their promises.

    Join us for this live webinar on May 12th at 11 AM BST. We bring you experts & practitioners to present insights on the emerging shift-left strategies being adopted to improve employee satisfaction & agent productivity.

    Key Learnings:
    - How (and why) traditional IT self-service portals have failed to deliver the expected benefits.
    - The continued importance of self-service within digitally-enabled organizations
    - How new smart technologies offer a better alternative to self-service portals
    - Eight tips for ensuring that new self-service capabilities drive better employee experience & boost agent
    productivity.
  • Right-sized ITSM: Why now? Apr 22 2021 10:00 am UTC 45 mins
    Nirmal Krishnamoorthy - Freshworks
    As IT increasingly permeates business, the role of the service desk is also expanding. Competing with other hardware and software investments, the IT team's pressure to do more with less is ever increasing. This scenario leaves the modern IT head to rethink their ITSM strategy from a value realisation to optimising TCO for their organisation.

    In this session, we will be sharing insights into what a right-sized ITSM tool means for service management teams.
  • Case Study: Improving Employee Experience with IT Service Management Recorded: Mar 10 2021 39 mins
    Volker Otto-VP, IT, Powerschool Andrew Cattermole- Customer Success Manager, Freshworks
    Session abstract:
    Join this session to get insights on
    1) PowerSchool's relentless drive to improve its IT user experience.
    2) how Powerschool, the world's leader in K-12 software built a Freshservice help desk that the whole company can use to deliver a fantastic employee experience.
  • IT Service Management Journey at RingCentral Recorded: Mar 3 2021 25 mins
    Fred Chin - Senior Director, End User Services, Ring Central Andrew Cattermole - Customer Success Manager, Freshworks
    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.
  • Right-sized ITSM: The Buck Stops Here Recorded: Feb 24 2021 45 mins
    Joy Su, Senior Director, Product Marketing, Freshworks | Alan Berkson, Director, Community Outreach, Freshworks
    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.
  • Unifying Service and Operations Management Recorded: Feb 18 2021 24 mins
    Joy Su, Director Product Marketing, Freshworks; Sampath Jagannathan, Sr. Manager, Product Management, Freshworks.
    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.
  • IT Predictions 2021 - Europe Edition Recorded: Feb 10 2021 48 mins
    Richard Pastore, The Hackett Group; Christopher Key, The Hackett Group; Joy Su, Freshworks Inc.
    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
  • IT Predictions 2021 - North America Edition Recorded: Feb 4 2021 55 mins
    Richard Pastore, The Hackett Group; Peter Baskette, Riverbed Technology; Joy Su, Freshworks Inc.
    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
  • Refresh: Future-proofing Service Management- Lessons learned and the way forward Recorded: Dec 7 2020 24 mins
    Stijn Stabel - CTO, Carrefour Belgium | Madhu Nair - Director of Product Marketing, Freshworks
    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.
  • Refresh: Dwyer Instruments - Business & IT Alignment for Digital Transformation Recorded: Dec 5 2020 32 mins
    Ben Rennick - Global Director of Sales, Dwyer Instruments | Bill Hester - IT Director, Dwyer Instruments
    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.
  • Refresh: Enterprise Service Management at scale Recorded: Dec 5 2020 37 mins
    Constantin Vohs - Sr. IT Analyst, Global IT, EF Education First GmbH | Madhu Nair - Director of Product Marketing, Freshworks
    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.
  • Refresh: Fireside chat with ITV Studios Recorded: Dec 3 2020 25 mins
    Tim Guilder - Technology Manager, ITV | Sunny Singh - Field Marketing Manager UK&I F, Freshworks
    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.
  • IT Service Management Journey at RingCentral Recorded: Dec 1 2020 25 mins
    Fred Chin - Senior Director, End User Services, Ring Central Andrew Cattermole - Customer Success Manager, Freshworks
    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.
  • Tech Tuesdays Episode 5:Dynamics of IT in healthcare: A COVID-19 impact analysis Recorded: Dec 1 2020 28 mins
    Chris Kuhl & Jennifer Lucas, Dayton Children’s Hospital | Joy Su, Senior Director of Product Marketing, Freshworks
    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
  • Refresh: Scripting service management success - Insights from Elsevier Recorded: Dec 1 2020 19 mins
    Kevin Tomes - Service Assurance Manager, Elsevier | Angélica Reyes - Head of Marketing Europe & UK, Freshworks
    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.
  • Refresh: How Freshservice has helped Stitch Fix in its journey Recorded: Nov 29 2020 15 mins
    Ravindra Sunku - Director of IT, Stitch Fix | Miguel Adao - Head of Marketing, North America, Freshworks
    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.
  • Tech Tuesdays Episode 4: How IT Teams Can Make 'Return-To-Work' Safer & Better Recorded: Nov 24 2020 20 mins
    Joy Su, Senior Director of Product Marketing, Freshworks | Nicholas Jager Director, Digital Technology & Cloud, itSMF USA
    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
  • Tech Tuesdays Episode 3: The Big Shift In IT Asset Management Recorded: Nov 17 2020 17 mins
    Joy Su, Senior Director of Product Marketing, Freshworks | Jason Lomax VP, Global Customer Support, Device42
    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
  • Tech Tuesdays Episode 2: Right-Size AI For IT Service Management Recorded: Nov 10 2020 17 mins
    Joy Su, Senior Director of Product Marketing, Freshworks | Chad Haftorson, Senior Director of Product Management, Freshworks
    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
Freshworks Inc - Channel
Freshworks Inc - Channel

Embed in website or blog

Successfully added emails: 0
Remove all
  • Title: Right-sized ITSM: The Buck Stops Here
  • Live at: Dec 7 2020 7:00 pm
  • Presented by: Joy Su, Senior Director, Product Marketing, Freshworks | Alan Berkson, Director, Community Outreach, Freshworks
  • From:
Your email has been sent.
or close