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Enhance your IT Service Delivery Remotely with Freshservice and 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
Live online Jun 22 6:00 pm UTC
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Presented by
Rajiv Ramanan, Director of Tech Partnerships, Freshworks and Chris Benigni, Senior Support Engineer, Device42
Presentation preview: Enhance your IT Service Delivery Remotely with Freshservice and Device42

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  • How to: Use AI and delight your employees with Freshservice Virtual Agent Jul 15 2021 4:00 pm UTC 45 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
  • Flip The Switch: Re-imagining IT Self-service for the Best Employee Experience Jul 15 2021 9:30 am UTC 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 June 29th 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.
  • How to: Improve the efficiency of IT teams with Freshservice Jul 8 2021 4:00 pm UTC 45 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: Automate Major Incident Management with Freshservice Jun 24 2021 4:00 pm UTC 45 mins
    Ramsundar Radhakrishnan, Product Marketer, 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 Jun 22 2021 6:00 pm UTC 45 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 Jun 17 2021 4:00 pm UTC 45 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.
  • Right-sized ITSM: Why now? Recorded: May 31 2021 36 mins
    Nirmal Krishnamoorthy - Freshworks
    According to Gartner, through 2023, I&O leaders will overspend by $750 million on buying unused features of ITSM tools. 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.

    1) Understand the 'What’s' & 'Whys' of Right-Sized ITSM
    2) Mitigate some modern problems faced by IT leaders
    3) Extend IT service management beyond IT
    4) Regional IT success stories
  • How to: Super charge your New Employee Onboarding in Freshservice Recorded: May 27 2021 21 mins
    Nishant Arora: Product Marketer, Freshservice
    Having an efficient onboarding process is to do more with new employee experience than the teams enabling the process. While digitization does the part of bringing different teams together, it also adds to the complexity of many IT processes set in place, leaving us to come up with solutions that are more employee first & teams centric in nature. With our IT service management solution extending its capabilities to other business functions, we bring together the HR & IT to give your new employees a highly productive and refreshing start in their onboarding journey.

    In this video we will see how we make it easy through our IT service management platform, Freshservice, the entire process of employee onboarding by bringing in HR & IT together thereby giving a great moment that matters experience to the new talent pool.
  • How to: Manage your asset lifecycle within Freshservice Recorded: May 20 2021 36 mins
    Ramsundar Radhakrishnan, Product Marketer, Freshservice
    As a Procurement Manager, the biggest hurdle that one faces is establishing a streamlined purchasing process.

    Referring to multiple sources of information to raise a purchase order, updating spreadsheets manually to keep a track of asset utilisation, creating purchase orders in a different tool and struggling to keep a track of the received items in another, can only lead to process delays, discrepancies in auditing, underutilisation of your resources and inefficiency in the process.

    With our integrated purchase order management, skip the spreadsheets and manage your purchases end-to-end from procuring assets to co-ordinating approvals right within Freshservice. Procurement managers can create purchase orders to be sent out to vendors and manage approvals by bringing all key stakeholders on a single page.

    Join us in this webinar for:
    1) A detailed demo of the purchase order management module
    2) A walkthrough of how you can use purchase orders in tandem with asset management and incident management modules.
    3) And, an open forum to ask your questions to our product experts.
  • Re-imagining IT Self-service for the Best Employee Experience Recorded: May 20 2021 50 mins
    Stephen Mann, Principal Analyst & Content Director ITSM.Tools | Nirmal Krishnamoorthy, Senior Manager, Freshworks
    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 20th 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.
  • Re-imagining IT Self-service for the Best Employee Experience Recorded: May 19 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 May 19th 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.
  • Right-sized ITSM: Why now? Recorded: Apr 22 2021 36 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
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Freshworks Inc - Channel

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  • Title: Enhance your IT Service Delivery Remotely with Freshservice and Device42
  • Live at: Jun 22 2021 6:00 pm
  • Presented by: Rajiv Ramanan, Director of Tech Partnerships, Freshworks and Chris Benigni, Senior Support Engineer, Device42
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