Name: Extending Service Management Beyond IT
Start: 2022-11-10T15:00:00Z
End: 2022-11-10T15:53:33.000Z
Location: BrightTALK
Rating: 4.7

In today's fast-paced world, IT and technology are expected to deliver more amidst a lack of resources.
Prepare your IT and technology to compete fairly in this environment. We'll show you how Freshservice can empower your service teams to provide more value, increase efficiency, and drive down our costs at the same time.

Key takeaways:
1) How to enhance the vital components of your service delivery lifecycle with the extensive range of capabilities available on Freshservice
2) The importance of 24x7 customer support via. the Freshservice Assistive AI
3) Freshservice has an intuitive workflow design and ITOM capabilities to enable the intelligent automation of your business needs

How to deliver more value with Freshservice in 2023 | Glen Dimplex Case Study

Employees today want to feel empowered with the best tools and support. Being active consumers in their day-to-day life, employees expect workplace experience on par with the red-carpet customer experience they receive on a daily basis.

Join us to explore how Freshservice bot on Microsoft Teams can help you set up a modern experience for your employees. And we have a little something for everyone in your workforce, 

here's how:

For Requesters - Enable Virtual agent for instant responses to employees’ queries and increased deflection with self-service.

For Agents - Collaborate and get things done on the go with ticket handling, ticket life cycle updates and one-click approvals right within your collaboration apps.

For Admins - Set this all up in under a few clicks. Customize and rebrand the bot as needed.

Enable a Modern Employee Experience with Freshservice + Microsoft Teams

The IMF projects that world economic growth will slow to 3.2% this year, down from 6.1% in 2021. So while we are tightening our budgets in our personal lives, we can expect the same for our work lives, with businesses finding ways to spend less. For IT, it means doing more with less, as well as stopping or significantly slowing discretionary spending.

Calculating ITSM ROI is key for enterprises looking to deliver rapid time to value for their investments in a modern service management solution. But how can they achieve faster time-to-value with all the challenges that business faces today? Unifying IT and non-IT teams with a single service management solution can not only help realize faster time-to-value but also deliver a fast, easy and seamless employee experience

In this webinar, we talk about: 

* Key ITSM trends organizations should focus on in 2023
* What’s driving technology spending this year?
* 5 points to remember for tech spends
* How to deliver rapid time-to-value with the right-sized ITSM

How to spend less and get more with ITSM in 2023

Freshservice Alert Management in its new avatar makes it possible to:
- Integrate with any monitoring tool using email as a channel for alerts. Email parsing is now available.
- Trigger incident workflows with alerts
- Use AI to reduce noise and enhance incident context

Deep dive into Freshservice Alert Management - Latest Enhancements

Managing Cloud on a unified IT platform has a business, tactical, and operational benefits. 

Join our IT service management experts to get deep insights into
- Gaining the end user perspective on Services is essential to meet and exceed SLAs
- Cloud Management and Service Health Monitoring being available on an ITSM platform simplifies IT

Cloud Discovery & Service Mapping with Freshservice

To deal with the rising number of cyberattacks, ITSM strategy should align with SecOps (Security Operations). With SecOps functions merged within the ITSM landscape, organizations can build a robust Cyberattack prevention process and aid users in serving the rising business demands. 

Having visibility over IT assets, understanding their security risk exposures, and responding to the risks on time will uphold ITSM objectives. ITSM tools must integrate with external tools eco-system to facilitate Vulnerability Management, Patch Management, and vulnerability response within the SecOps strategy. 
 
Join us in the live webinar where Chandrashekar, CEO, SecPod, and Eric Bohren, Sr Director of Partnerships, Freshworks, talk about “Align Your ITSM and SecOps Strategy for Unstoppable IT”  
 
In this webinar, you will learn 

The need to integrate ITSM and SecOps strategy 

Benefits of Integrating ITSM & SecOps Tools  

About FreshService and SecPod SanerNow’s Integration

Align Your ITSM and SecOps Strategy for Unstoppable IT

Engage alongside a panel discussion on modern higher education institutions and the complexities of their IT infrastructures comprised of various departments, student groups, administrators, and alumni organizations. 

Why attend? 

- Learn how to create a "one-stop shop" for students, faculty, and staff members to streamline campus-wide service management.

- Explore how a "future-back" approach with Freshservice for universities can put them on a growth trajectory for the next decade.

Future-back Approach for Universities with Freshservice

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

Discover how Freshservice On-Call Management delivers on three fronts:
- On the people front, it sets expectations, demands accountability, and offers a high degree of personalization.
- On the process front, it integrates popular channels of communication, automates escalation, and simplifies collaboration
- On the technology front, it powers a unified incident management platform that could be used by both – IT service management and ITOps.

Freshservice On-call Management Featuring Latest Enhancements

Struggling to provide 24*7 agent coverage?
 
You need a system that eliminates chaos in incident escalation while eliminating agent burnout. 

Explore how Freshservice tackles the challenge in this webinar, the second in the Let’s Talk ITOM series. Get a detailed walkthrough featuring all the latest enhancements & explore use-cases.

Deep dive into Freshservice On-Call Management

"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

As companies evolve to prepare business operations for the VUCA world, cybersecurity remains one of the top priorities. Traditional patching practices are proving to be inadequate for the rapidly expanding needs of businesses today. With more organizations adopting work-from-anywhere mode, patch management is more important than ever to secure employee and customer data. In this talk, Jagsir sheds light on how an efficient and fast patch management lifecycle can enhance digital operations as well as improve end-user experience.

How an efficient & fast patch management lifecycle enhances digital operations

When customers interact with disengaged and unmotivated employees, they feel the same way about your business. As organizations become more digital, it’s increasingly IT departments that are on point for improving the employee experience. There’s a lot at stake: According to Gartner, 50% of customers will switch to a competitor after one bad experience. 80% after more than one.

In this webcast from Freshworks, you’ll hear from experts on how IT can fulfill its emerging mandate to delight not just customers, but employees as well. Join us as we tackle:

●   Employee experience (EX) in the new normal

●   Why EX matters

●   Redefining technology’s role in the workplace

●   How IT can enable a delightful employee experience

Employee delight as a competitive advantage

As more organizations adopt distributed work, this shift has introduced a new set of challenges when it comes to delivering IT services and resources employees need, seamlessly and securely, wherever they are. How can businesses ensure that their critical resources can reach the users without being restricted by geography? We interviewed Justin to understand from him how remote desktop solutions can enable companies to receive more value from their IT investments.

How to ensure critical resources reach distributed workforce

With growing IT infrastructure complexities and new system dependencies coming into play, companies are increasingly looking for powerful solutions that provide them 360° visibility into their on-premise and cloud infrastructure. Hear from Mike to know why having a single source of truth for all your IT needs is the key for business continuity and an ‘always-on’ IT experience that delights your employees.

Empower your team with razor-sharp IT visibility for risk-free service delivery

According to the HBR Analytic Services Report, 82% say that employees’ happiness on the job is significantly impacted by how well their workplace technology performs. Post-pandemic, it has become a business imperative that organizations provide their workforce with the right tools to do their jobs effectively. The ability to deliver omnichannel employee experiences then becomes a critical differentiator for success. Organizations are set for success when they not only extend and customize employee experiences but also enhance how these experiences are consumed.  When implementing omnichannel solutions, customer experience (CX) and employee experience (EX) strategies should be key considerations to build better experiences.

In this video, Sunny Singh from Freshworks Inc. talks about how imbibing consumer-centricity for an employee-centric experience is the best way forward to future-proof EX processes and deliver delight.

3 ways to deliver delightful omnichannel experiences

In this session led by our Freshworks IT product specialist, you will learn how to leverage ITSM and ITOM capabilities to deliver unstoppable business.

Safeguard your business from critical operational incidents! Learn how to:

● Enable IT teams to oversee the status of the IT infrastructure issues from within an IT service desk
● Automatically create tickets based on alert rules
● Automatically escalate unacknowledged issues using on-call management
● Derive insights from alerts using analytics

Deliver Unstoppable Business Using ITSM and ITOM

Providing service management to organizations has evolved from basic service requests to providing new tools and technologies that help automate business workflows and result in quick ROI. Today IT leaders are asked to provide solutions that support digital transformation initiatives, in addition to enhancing predictable service delivery throughout the business. 

Join us for this fireside chat where David Wright & Julie Mohr discuss how ESM solutions help enterprise and IT leaders  to level up service delivery across the organization. Learn how IT departments can use and expand their skills, experience, and knowledge of IT service management into a much wider organizational environment.

Extending Service Management Beyond IT

Service Desk Institute

Service Desk

Freshworks

Service Management

Forrester

Digital Transformation

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

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Help Desk and Support

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Inside Sales

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Sales Strategy

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.

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Extending Service Management Beyond IT

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