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How to: Simplify Alert Management using your IT service desk

The health of your IT infrastructure and the efficiency of your IT service desk are but two sides of a coin. Why incur an additional cost by investing in two separate tools, and then expend extra effort integrating them?

FreshService is a modern and intelligent service management platform with an integrated Alert Management System (AMS). The Freshservice AMS triages information from multiple tools, automatically groups alert to suppress noise, and offers contextual incident creation to act upon. This enables enterprises to ensure business continuity, reduce risk, and cut cost – without spending an extra dollar!

Join us in this webinar to get a feel of the low code/no code FreshService ITSM platform and see the AMS in action.
Recorded Jun 3 2021 16 mins
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Presented by
Naganandhini Ramasubramaniyan, Product Manager, Freshservice
Presentation preview: How to: Simplify Alert Management using your IT service desk

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  • Decoding Right-Sized AI for ITSM & ITOM Success Sep 28 2021 12:00 pm UTC 29 mins
    Kyle Jonas, Director of Service Delivery, AdaptHealth; Joy Su, Senior Director, Freshworks; Jim Malone, Moderator, IDG
    A recent multinational survey (850 respondents) conducted by IDG sheds light on how AI is rapidly emerging as a gamechanger in the effort to upgrade and modernize ITSM & ITOM capabilities. Nearly 70% of IT managers said AI would be critical or very important in these efforts. This broad enthusiasm for AI is evident by the technology’s adoption within many organizations.

    Join us for this webinar as our experts share insights on gaining the edge for ITSM & ITOM modernization with a right-sized AI.

    Key Learnings:

    1) AI-Enabled ITSM & ITOM deployment plans for 2021 & beyond
    2) Benefits Expected and Experienced by Applying AI Technology to ITSM/ITOM systems
    3) The must-have pre-requisites in AI technology to counter deployment challenges & deliver a delightful experience to end-users
  • Automated Vulnerability Management for the Modern Service Desk Recorded: Sep 21 2021 39 mins
    Speakers: Deepti Nagarajan from Freshworks | Peter Ritter & Chris Quinn from Automox
    Product experts from Freshworks & Automox are coming together to discuss:

    1. The impact that hybrid and remote work environments have on IT & security compliance.
    2. Why automation is key in managing service desk demands.
    3. A demo of the Freshworks and Automox integration.
    4. Hear from our customer Michael Faas, Director Of Information Technology at Nuventra Pharma Sciences about how they seamlessly utilized these two solutions together and the positive impact they’ve seen.
  • TechTuesdays Episode 6 | Boost analytics and make data-driven decisions Recorded: Sep 21 2021 24 mins
    Nirmal Krishnamoorthy, Freshworks
    With organizations’ business operations – and even their viability – now all-but inseparable from their IT infrastructure foundations, ITSM and ITOM have become critically important capabilities. These management disciplines, however, face the challenge of overseeing an IT landscape that is increasingly complex, dispersed, and real-time. Effectively managing today’s IT infrastructure and operations requires increased automation and built-in intelligence, resulting in the development and adoption of AI-enabled solutions. However, the need of the hour is how you can do it faster and more efficiently - in a way that delights end-users.

    This series provides insights from the tech experts on the range of benefits delivered by AI-enabled solutions and how to realize these benefits faster.
  • TechTuesdays Episode 5 | Improve MTTR using machine learning for alerts Recorded: Sep 14 2021 23 mins
    Michael Fuller, The Hackett Group | Sampath Jagannathan, Freshworks | Nirmal Krishnamoorthy, Freshworks
    With organizations’ business operations – and even their viability – now all-but inseparable from their IT infrastructure foundations, ITSM and ITOM have become critically important capabilities. These management disciplines, however, face the challenge of overseeing an IT landscape that is increasingly complex, dispersed, and real-time. Effectively managing today’s IT infrastructure and operations requires increased automation and built-in intelligence, resulting in the development and adoption of AI-enabled solutions. However, the need of the hour is how you can do it faster and more efficiently - in a way that delights end-users.

    This series provides insights from the tech experts on the range of benefits delivered by AI-enabled solutions and how to realize these benefits faster.
  • TechTuesdays Episode 4 | Democratize AI to extend IT Service Management Recorded: Sep 7 2021 25 mins
    Stephen Mann, ITSM.tools | Joy Su, Freshworks | Nirmal Krishnamoorthy, Freshworks
    With organizations’ business operations – and even their viability – now all-but inseparable from their IT infrastructure foundations, ITSM and ITOM have become critically important capabilities. These management disciplines, however, face the challenge of overseeing an IT landscape that is increasingly complex, dispersed, and real-time. Effectively managing today’s IT infrastructure and operations requires increased automation and built-in intelligence, resulting in the development and adoption of AI-enabled solutions. However, the need of the hour is how you can do it faster and more efficiently - in a way that delights end-users.

    This series provides insights from the tech experts on the range of benefits delivered by AI-enabled solutions and how to realize these benefits faster.
  • TechTuesdays Episode 3 | Provide an AI edge to incident & request resolution Recorded: Aug 31 2021 20 mins
    Bobby McCullough, Flycast Partners | Berkeley Vogelheim, Freshworks | Nirmal Krishnamoorthy, Freshworks
    With organizations’ business operations – and even their viability – now all-but inseparable from their IT infrastructure foundations, ITSM and ITOM have become critically important capabilities. These management disciplines, however, face the challenge of overseeing an IT landscape that is increasingly complex, dispersed, and real-time. Effectively managing today’s IT infrastructure and operations requires increased automation and built-in intelligence, resulting in the development and adoption of AI-enabled solutions. However, the need of the hour is how you can do it faster and more efficiently - in a way that delights end-users.

    This series provides insights from the tech experts on the range of benefits delivered by AI-enabled solutions and how to realize these benefits faster.
  • TechTuesdays Episode 2 | Improve employee experience with AI-powered chatbots Recorded: Aug 24 2021 24 mins
    Stephen Mann, ITSM.tools | Deepthi Nagarajan, Freshworks | Nirmal Krishnamoorthy, Freshworks
    With organizations’ business operations – and even their viability – now all-but inseparable from their IT infrastructure foundations, ITSM and ITOM have become critically important capabilities. These management disciplines, however, face the challenge of overseeing an IT landscape that is increasingly complex, dispersed, and real-time. Effectively managing today’s IT infrastructure and operations requires increased automation and built-in intelligence, resulting in the development and adoption of AI-enabled solutions. However, the need of the hour is how you can do it faster and more efficiently - in a way that delights end-users.

    This series provides insights from the tech experts on the range of benefits delivered by AI-enabled solutions and how to realize these benefits faster.
  • TechTuesdays Episode 1 | Right-size AI for speed, scale & delight Recorded: Aug 18 2021 19 mins
    Joy Su, Freshworks | Chad Haftorson, Freshworks | Nirmal Krishnamoorthy, Freshworks
    In this episode, we discuss the impact, costs, and benefits of AI in ITSM.
    Learn how AI plays a role in modernizing ITSM & ITOM
  • Delivering Real-time IT Support in a Remote Work Era Recorded: Jul 27 2021 42 mins
    Victor Chin, Director of Product, Splashtop; Nirmal Krishnamoorthy, Senior Manager, Product Marketing, Freshworks
    The rapid shift of employees from office to remote or home work environments resulted in the biggest impacts on IT departments and IT service desks in particular. Today’s IT needs a secure, flexible, and easily scalable solution that enables them to effectively support customers wherever they are, on any device they’re using.

    In this webinar, we demonstrate how ITSM can be remotely delivered by leveraging an integrated service delivery solution. Join us to learn about:

    1. Freshworks and their leading IT Service Management platform, Freshservice
    2. Splashtop and their on-demand support solution enabling remote access from within Freshservice
    3. LIVE demo of Freshservice & Splashtop integration
  • Flip The Switch: Re-imagining IT Self-service for the Best Employee Experience Recorded: Jul 22 2021 56 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 July 22nd at 10.30 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.
  • ArchITects of customer delight Recorded: Jul 19 2021 56 mins
    Matthew Guarini, VP & Sr. Research Director, Forrester
    Your customer service needs your help. Stressed by high service load, they’re looking at you, the IT leader to leverage technology to create service experiences that build loyalty and drive revenue growth. In this webinar featuring Forrester, we share insights on the IT leader's role in:

    1. Leveraging technology to increase customer delight and reduce service load
    2. Improving the resilience and agility of customer service operations
    3. Ensuring continual innovation in the customer experience

    Presented by:
    Matthew Guarini, VP & Sr. Research Director, Forrester
    Mukesh Mirchandani, VP of Global Field Solution Engineering, Freshworks
  • How to: Use AI and delight your employees with Freshservice Virtual Agent Recorded: Jul 15 2021 12 mins
    Deepthi Nagarajan, Product Marketer, Freshservice
    Your employees have a lot of questions for your IT Teams. From questions around their licenses and access to different tools and other IT issues that they encounter. Is your IT team struggling to meet the SLAs and resolve these IT issues which are pouring in via a plethora of channels like e-mail and ad-hoc chat messages?

    Join us for this talk on how Freshservice Virtual Agent can help you tackle these challenges and provide round the clock support and delight your employees through a unified experience within Microsoft Teams.

    1) See how to quickly configure and integrate Freshservice Virtual Agent on Microsoft Teams
    2) Discover how to effectively use Freshservice Virtual Agent and provide conversational support to your employees
    3) Learn how to use Freshservice Virtual Agent to deflect IT tickets and relieve your IT agents from mundane and repetitive tasks to boost their productivity
  • How to: Improve the efficiency of IT teams with Freshservice Recorded: Jul 8 2021 18 mins
    Vishal Nema, Product Marketer, Freshservice
    According to Mckinsey, Large IT projects run 7% over time and deliver 56% less value than what is predicted from them.

    Today ITSM and project management tools are siloed with a broken integration, and most project management tools available in the market are not optimized for the new world of agility and modern DevOps practices.

    Freshservice's new-gen project management will bring your service and project management teams together so that they can collaborate and execute both project and service management activities from a single platform.

    Join us in this interactive session to get:

    1) A detailed demo of the new-gen project management module
    2) A walkthrough of how you can use project management in tandem with ITIL (Ticket, Problem, Change, and Asset) modules of Freshservice
    3) And, an open forum to ask your questions to our product expert
  • How to: Manage your SaaS in Freshservice Recorded: Jul 1 2021 21 mins
    Neharika Sundar, Product Marketer, Freshservice | Ramsundar Radhakrishnan, Lead - Product Marketing, Freshservice
    Why SaaS Management?

    Most organizations today are slowly transitioning into a SaaS-based environment from on-prem solutions. Despite a huge uptick in the usage of SaaS applications IT teams are oftentimes finding it challenging to get complete visibility of their SaaS usage in a holistic manner.

    What does Freshservice offer?

    With our SaaS Management solution, get a 360° view of your SaaS estate and optimize usage with insight-driven actions right within Fresheservice. You can:

    1) Increase Visibility: Discover SaaS applications right within Freshservice using integrations with leading SaaS applications and identity providers.
    2) Track and Analyse Usage: Understand who is using what and how they are using it with deep usage insights.
    3) Optimize Usage and Reduce Spend: Deprovision and downgrade inactive users to cut down SaaS spend using our insights.
    4) Renew Intelligently: Right-size your SaaS subscriptions by staying on top of your renewals and usage data.

    Why attend?

    In this live webinar, we will be giving you:

    1) A walkthrough of how to setup SaaS Management
    2) A detailed demo of how you can optimize usage post discovering your applications
    3) And, an open forum to ask your questions to our product experts
  • How to: Automate Major Incident Management with Freshservice Recorded: Jun 24 2021 21 mins
    Ramsundar Radhakrishnan, Lead - Product Marketing, Freshservice
    With Orchestration center, unlock IT efficiency with powerful automation and get things done not just within your service desk, but across the tools you use!

    Excited? Join us in our webinar where we will show you our orchestration center at play with Slack, Zoom and Okta!

    In this webinar, you get to know how to automate:

    1) User Provisioning at the time of onboarding.
    2) Automated actions on collaboration platforms such as Slack, Microsoft Teams and Zoom.
    3) Auto remediation of incidents/alerts
    4) Automated service request fulfilment.
  • Enhance your IT Service Delivery Remotely with Freshservice and Device42 Recorded: Jun 22 2021 37 mins
    Rajiv Ramanan, Director of Tech Partnerships, Freshworks and Chris Benigni, Senior Support Engineer, Device42
    Managing devices isn’t a simple task. Now, with increased remote working, that task just got a lot more complicated- with thousands of devices scattered around multiple locations. In order for support staff to manage assets and incidents efficiently, businesses need to consolidate infrastructure data, and record dependencies across the network of devices and applications deployed by an organization. In this webinar, we discuss these topics:

    1) How Freshservice and Device42 work together to track and maintain IT asset inventory

    2) Mapping devices and applications and their dependencies for intelligent decision making

    3) Equipping support teams with all relevant information to resolve incidents quickly
  • How to : Improve Agent Productivity & Efficiency Recorded: Jun 17 2021 20 mins
    Chad Haftorson, Senior Director, Product Management, Freshservice
    Every customer wants a quick solution to their IT problems. Organisations are looking for different ways to improve the efficiency of their IT services and enhance their customer satisfaction. They aim to reduce their first response time to any ticket and decrease the ticket resolution time. Increasing agent productivity has become one of the topmost priorities for organisations today.

    Through our AI/ML-based features in Freshservice, we are empowering our customers to achieve this goal and to help them better serve their customers.

    Join us in this interactive session to learn more about how Freshservice is helping customers boost their agent productivity and efficiency through features based on predictive intelligence.
  • How to: Unlock IT Efficiency with Freshservice Orchestration Center Recorded: Jun 10 2021 28 mins
    Berkeley Thomas Vogelheim, Product Marketing Manager, Freshservice
    The service desk is a hub for requests that require actions in a number of 3rd party systems. Some of the most commonly received requests include password resets, user provisioning/de-provisioning, VM provisioning and so on. Orchestration helps IT to automate, streamline and optimize frequent, repeatable processes in order to ensure accurate, speedier delivery of services.

    Freshservice’s Orchestration Center serves as your one-stop solution for all your automation and integration needs by combining the use of Freshservice’s easy to use workflow automator along with 3rd party app actions that can be integrated with these workflows.

    In this video you will receive:

    1) A walkthrough of Orchestration and Orchestration Center in Freshservice
    2) A walkthrough of Orchestration Server (OSR) - An agent that is installed on the Private network of a customer that allows Freshservice to orchestrate/automate actions on applications and infrastructure that are hosted on the customers' private network using Orchestration Centre.
  • How to: Simplify Alert Management using your IT service desk Recorded: Jun 3 2021 16 mins
    Naganandhini Ramasubramaniyan, Product Manager, Freshservice
    The health of your IT infrastructure and the efficiency of your IT service desk are but two sides of a coin. Why incur an additional cost by investing in two separate tools, and then expend extra effort integrating them?

    FreshService is a modern and intelligent service management platform with an integrated Alert Management System (AMS). The Freshservice AMS triages information from multiple tools, automatically groups alert to suppress noise, and offers contextual incident creation to act upon. This enables enterprises to ensure business continuity, reduce risk, and cut cost – without spending an extra dollar!

    Join us in this webinar to get a feel of the low code/no code FreshService ITSM platform and see the AMS in action.
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