Name: The Evolving Partnership between Business and IT
Start: 2022-05-10T14:00:00Z
End: 2022-05-10T14:20:37.000Z
Location: BrightTALK
Rating: 4

Legacy SaaS-induced complexity plagues IT organizations with significant upkeep, data silos, and unneeded costs. Resource-intensive IT operating models are not only difficult to adopt, but complicated to maintain as end users struggle with operational complexities. Organizations need IT services desks that are user-centric and easy to operate with minimal training.

Adopting overly complex solutions that don’t meet business needs only slows operations and lowers productivity. Organizations need an ITSM solution that meets their current needs, but is also scalable and able to accomodate evolving business demands. Join ESG analyst and host Scott Sinclair and Nirmal Krishnamoorthy from Freshworks as they discuss how organizations can deliver IT value while reducing total cost of service desk ownership with the right-sized IT Service Management.

Join this panel as we discuss:
- Strategies & approaches to simplifying ITSM complexity and improving user experience
- Hidden operating system costs that could be escalating your organization's total cost of ownership from ongoing maintenance costs to legacy SaaS systems
- Building a modern and customizable SaaS service desk with minimal training

The Shoe Fits: Right-Size Your Organization's IT Service Management

AI for operations stands to address key challenges IT is facing in a newly-hybrid environment, with greater data volumes, siloed infrastructure, and higher expectations from stakeholders.

Thanks to its potential to overcome these challenges, the AIOps market is expected to grow by 20% - 30% a year in the next 10 years, topping $645 billion by 2030.

But while AIOps can help overcome some of the IT leaders’ biggest operations headaches, doing it right involves a lot more than just bolting on an AI/ML tool.

Freshworks, in partnership with ITWeb, invites you to this informative session to learn what AIOps entails, why it matters in the modern context, and how to avoid common pitfalls in implementing AIOps.

You will discover the top benefits and use cases for AIOps; learn best practices for AIOps, and discover how to rightsize solutions for maximum benefit.

Reimagine IT in a new, hybrid environment

"Rightsizing AI for ITSM and ITOM Success” by IDG reported that 93% of survey respondents were already deploying or exploring AI to enhance their ITSM and ITOM modernization efforts. Organizations today are prioritizing digital transformation initiatives to consistently and efficiently deliver IT services and meet growing business demands. 

A modernized workforce equipped with AI and automation solutions can automate workflows and better utilize data-driven business decisions. Despite organizations finding it increasingly important to create a streamline workflow, it can be challenging for organizations to incorporate AI and automation into their service delivery workflows on their own. Join this panel with ESG analyst and host Scott Sinclair and guests from Freshworks as they discuss strategies to incorporate AI and automation in workflows to boost productivity and drive rapid ROI.

We’ll take a deeper look at:

● How organizations are adopting automation in their workflows and business processes to streamline service delivery
● The business value of Automation and AI, from enhancing service desk solutions to reducing redundant tasks 
● How automation and AI can be a cost-effective way to manage IT incidents, allowing employees to focus on more high-value work

Level Up the Workplace with Automation & AI

Providing service management to organizations has evolved from basic service requests to providing new and emerging enterprise-scale tools and technologies that help automate business workflows and return solid ROI. Service management solutions today are asked to provide intelligent service management solutions that support digital transformation initiatives, in addition to enhancing predictable service delivery throughout the business
 
With all that service management solutions can offer,  enterprises and IT leaders can leverage Enterprise Service Management (ESM) solutions to improve business and employee satisfaction. The right ESM strategy, small and midsize organizations can build or further develop their ITSM or ESM practice to improve IT and organizational efficiency. Join host and ESG analyst Scott Sinclair with Deepthi Nagarajan from Freshworks as they discuss how IT executives can benefit from incorporating an Enterprise Service Management strategy within their organization.
 
Join this panel as we discuss:
- Common challenges to expect when implementing an ESM strategy and how leaders can effectively handle them
- How to successfully implement ESM and see rapid time-to-value
- What kind of improvements on what KPIs can be expected when successfully implementing and ESM strategy

The Future of Enterprise Service Management: Adapting to the Digital Economy

The value and process of deploying Freshservice beyond IT, and incorporating multiple service delivery organizations within the Freshservice platform.

Extend beyond IT with enterprise service management - Europe

Stijn shares his insights and perspectives on what it takes to be a forward-thinking leader in Business and IT.  Drawing on his experience of competing in the Ironman World Championship,he touches on energy, balance, happiness, Always-On, and Delighting customers and employees every day.

Building an Unstoppable Mindset

Extend beyond IT with enterprise service management - ASEAN

Extend beyond IT with enterprise service management - North America

Businesses today operate in a highly dynamic environment. While digital transformation has been among the key initiatives for many organizations, COVID-19 catapulted enterprise digital transformation to become the top priority for several organizations. IT has transitioned from a support function to a business enabler and it has never been more critical for IT to be
'Always-On' and 'Uninterrupted' in order to be an unstoppable force for the business.

The Freshservice Service Management Benchmark Report 2022 (FBR 2022) is a benchmark index for key performance indicators (KPIs) for IT Service Management. The FBR 2022 encourages organizations to measure their KPIs, and benchmark against the index thus allowing IT leaders to decide and act on what levers to pull, to ultimately deliver a delightful experience to employees and customers.

The webinar will provide insights into:

Key metrics required to measure service desk excellence.
How peers across industries and countries perform.
Attributes required to deliver a delightful employee experience.
Future-proofing service management with a scalable solution.

Nirmal will also be joined by guest presenter Brian Lake, Head of Information Services for the Brooke Hospital for Animals, a global equine welfare charity. An ITIL Expert, Fellow of Information Privacy, Fellow of the British Computing Society, CISSP-ISSMP, CCSP, Agile, MSP, MoR, MoV, ISO 20001, and a certified auditor, Brian’s focus is on leading programmes of transformational change around digital services in the non-profit sector. Brian will be sharing his own insights and experiences to help add practical context and examples around today's benchmarking discussion.

The Service Management Benchmark for IT Leaders

Since 2017 SchoellerAllibert started its digital transformation. One of the projects was to run the IT department from a reactive technical and incident lead way of working towards a customer servicing department. The implementation of Freshservice helped us to structure and globalise our internal processes and become a mature IT Solution business partner for our internal business with dramatically increased customer satisfaction.

Schoeller Allibert Restructures IT Processes and Doubles Its Satisfaction Scores

Are your IT service desk agents spending most of their time executing manual repetitive work? Freshservice is a modern simplified IT service desk that automates ticket distribution, service request fulfilment, alert remediation, allowing your agents to focus on higher-value work.
 
Watch this solution showcase where our product specialist demonstrates the various automation capabilities in Freshservice that can improve your agent's experience, reduce the time to ticket resolution and increase the overall productivity of your service desk.

Key Learnings:
1. Executing actions on tickets using Scenario Automation and Supervisor Rules.
2. Configuring a workflow using the intuitive Workflow Automator.
3. Integrating with 3rd party Orchestration apps and seamlessly use them in Workflow Automator
4. Monitoring your app actions with the new workflow execution Logs to stay on top of all your automations.
5. Measuring your service desk performance using advanced analytics.

Increase your IT service desk productivity through codeless automation

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. More than one-quarter (27%) of the survey respondents have fully deployed AI-enabled ITSM/ITOM solutions, and another 34% have made initial deployments in select use cases and departments.

Watch this webinar for insights on gaining the edge for ITSM & ITOM modernization with a right-sized AI. insights from a product expert from Freshworks

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.

AI for ITSM and ITOM - Decoding Right-Sized AI for ITSM & ITOM Success

IT leaders were always expected to keep the business running smoothly -  while their service desks were inundated with tickets and IT operations faced disruption after disruption. 

How has this changed?

In 2022, businesses expect IT to not only deliver the scale and pace needed to achieve their aspirations but also promise a modern workplace experience for their employees. As ‘disruption’ becomes the new normal, how can IT Leaders leap from being “tech leaders”  to being changemakers who deliver sustainable competitive advantage for their business?

In our upcoming webinar, we deep-dive into the top objectives for IT leaders coming straight from the “Hackett Key Issues study - 2022” on how to navigate through critical areas for technology investment for this year and beyond.

Keeping the "lights on" vs. Delivering employee delight: ITSM in 2022 and beyond

What if we told you that you could reduce noise by 50%? And thereby lower Mean Time To Resolution (MTTR) as well? With ML-powered Automated Grouping for Alert Management, you can do just that and more!
Join us for a short demo followed by a Q&A session where you could:
1. Learn about the metrics used to measure the efficacy of Alert Management
2. Learn about the factors that influence Mean Time To Resolve (MTTR)
3. Discover how Freshservice uses ML for Alert Management through Automated Grouping

Improve MTTR by Using Machine Learning for Alerts

From a CEO’s vantage point, Zach shares his perspective on how IT leaders can shape their departments into an unstoppable force and propel businesses forward.

The Evolving Partnership between Business and IT

ITSM

ITSM Strategy

ITSM Tools

IT Architecture

IT as a Service

IT Automation

Digital Transformation

Artificial Intelligence

Machine Learning

DevOps

Are you an IT service management professional interested in developing your knowledge and improving your job performance? Join the IT service management community to access the latest updates from industry experts. Learn and share insights related to IT service management (ITSM) including topics such as the service desk, service catalog, problem and incident management, ITIL v4 and more. Engage with industry experts on current best practices and participate in active discussions that address the needs and challenges of the ITSM community.

IT Service Management

Get powerful help desk and support insights from influential experts. Connect with thought leaders and colleagues to get the most up-to-date knowledge on the help desk and support strategies that effect business value and growth.

Help Desk and Support

As an IT professional, many of the problems you face are multifaceted, complex and don’t lend themselves to simple solutions. The information technology community features useful and free information technology resources. Join to browse thousands of videos and webinars on ITIL best practices, IT security strategy and more presented by leading CTOs, CIOs and other technology experts.

Information Technology

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Inside Sales

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Sales Strategy

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Sales

Get powerful insights on how to best serve today's customers. If you want to create a successful customer experience today, you will have to appeal to the need for “alone together” time. Millennials, Gen X, Boomers or Silent Generation all look for shared but individual experiences.

Customer Experience

In the business management community, commercial experts will be sharing webinars and videos on an array of subjects. From sales and marketing, to finance, productivity and growth, this content will help you stay up-to-date with the current economic environment and provide timely management insight to drive business growth.

The Evolving Partnership between Business and IT

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