Name: The changing face of service management in a world of hybrid work
Start: 2022-04-21T10:00:00Z
End: 2022-04-21T10:00:59.000Z
Location: BrightTALK
Rating: 5

Join Barclay Rae, ITIL4 architect and co-author, as he presents on extending the scope of ITIL 4 to other areas of organizations, such as HR, finance, and hospitality, for successful IT service management.

With the developments in ITIL 4 in recent years, organizations are now appreciating the real meaning of value "co-creation," and the need for collaboration across organizations. So there is a lot of development and collaborative work taking place to synthesize and integrate work, tasks, and value streams across departments, teams, and functional groups—all well beyond IT.
IT service management (ITSM) practices are proven to provide consistency and value, and many of these are easily portable to other areas such as HR and finance. Organizations can use the experience of many years of working with core service management processes to provide benefits to other business areas. Much of this work is referred to as "enterprise service management," although in reality this can be viewed as practical "digital transformation." 

This webinar clarifies the opportunities as well as challenges involved in successful implementation.

ITIL® 4 and the digital enterprise - working beyond IT

Learn from one of the ITIL 4 architects, Dr. Mauricio Corona, about how this framework of service management best practices will benefit your organization.

ITIL® 4 is the first significant update to the leading IT service management(ITSM) and digital service management framework since 2011. Drawing on extensive input from industry experts around the globe—including 150 content writers, reviewers, and contributors—ITIL 4 includes practical guidance on how to tailor your IT management strategy in an increasingly complex business environment.

Here are some things you’ll learn in the webinar:
1. How Service Value System (SVS) can help various components of an organization work together to create value for customers.
2. Seven guiding principles for building a resilient organization able to quickly adapt to changing business needs.
3. Four dimensions of service management required to take a holistic approach to service delivery.
4. Thirty-four ITIL management practices that can help you achieve your business goals.

What is ITIL 4? Everything you Need to Know from Dr. Mauricio Corona

In this webinar, Daniel Breston, experienced IT coach and blogger, talks about the customer needs, importance of service desk, and why including service desk in your IT decisions is beneficial.

Watch this webinar to learn more on why your service desk is your best coach, and about:

What does your customer want?
- IT and customers
- Leaders—what do you know (really)?
- Why do you need a coach?
- What does the service desk do?
- What does the service desk know?
- The service desk as a coach

Free service desk webinar, ft.Daniel Breston / Best technology coach

Join Rajesh Ganesan, Vice President of ManageEngine and Pradyut, former Product Manager, of ServiceDesk Plus, as they discuss about how technology has evolved over the last 20 years.

Technology trends and their impact on IT management

In this webinar, Charles Betz, Principal Analyst at Forrester, presents on how to deliver frictionless IT and business services in the new digital workspace.

The transition to remote work has changed the daily experience for employees worldwide. Informal communication channels have in many cases vanished. For example, you can’t simply walk down to the IT (or HR, or Facilities) department and talk to the receptionist anymore. Coffee breaks and lunches where “how to get things done” information was routinely exchanged are now a thing of the past.
How do you find the services and information you need to get your job done? This is why IT and enterprise service management platforms are more important than ever. In this webinar, Charles Betz from Forrester will discuss:
The fundamentals of service management and how they apply across IT and business functions.
The importance of a unified service management platform and a service catalog.
How service owners need to take greater accountability for service performance and outcomes by applying product management thinking.

The new digital workspace with Forrester's Principal Analyst, Charles Betz

Find out how to measure the service desk right metrics, achieve the best outcomes for users and customers, and more, in this webinar presented by Peter Brooks, independent trainer, author, and consultant in service, corporate, and clinical governance.

The service desk is a vital component of an organization's co-creation of value, the perception of benefit with stakeholders, most particularly, users. As such, it is an important consideration in plans for continual improvement. When improving the service desk, the primary concern will be the user experience, and getting the best outcomes for users and customers. In order to achieve these and co-create genuine value, it is essential to understand this contribution holistically, including the customer experience as well.

Many metrics, such as call duration, are easy to measure. That does not mean that they are good metrics to measure. What is far more important is to measure the quality of calls in terms of user satisfaction. Furthermore, all metrics must be integrated to understand their contribution to stakeholder outcomes.

A service desk consists of people helping to deliver a service to other people. In order for this to be successful, it is essential to consider their experience—the employee experience (EX).
Effective service governance involves measuring the ability of service desk managers to deliver effective support to their staff and, thus, a good EX, making one of the key value outcome measures of a service desk the satisfaction of the service desk agents themselves.

Measuring the service desk's contribution to value

Watch this webinar on how to deliver effective services in the next normal, and learn about:

1. Why our people, service desk technicians, and end-users alike are everything.
2. Tools to communicate effectively in remote situations.
3. How to deliver support in a hybrid environment.
4. How to build improvement into post-pandemic IT service delivery.

The COVID-19 crisis completely changed our world. From an IT perspective, we’ve all had to change our ways of working, and will continue to evolve as everyone adjusts to the next normal. From a service desk and ITSM perspective, this will mean supporting colleagues in different ways, embracing new technology, and having plans in place for future lockdowns and supply-chain issues.

In this webinar, Vawns talks about how we can still deliver effective service by using a combination of people skills, technology, and best-practice frameworks. We’re not going to return to the days of pre-COVID, but what we can do is move forward effectively.

ITSM in the next normal | Effective IT services in post-pandemic work models

In this webinar, Troy DuMoulin, VP of research and development at Pink Elephant, provides a view into some of the best practices and automation strategies for high-velocity organizations to move from a reactive approach to a proactive one.

During this period of global crisis and disruption, organizations depend on their IT departments and suppliers to deploy digital collaboration and management platforms at increasing speed while at the same time requiring stable operations, increased availability, and security.
To rise to this challenge, IT service organizations need to improve and mature their management practices and automation by moving beyond simply detecting and responding to IT issues and move towards resilience, strength, and organizational learning. Learn how to do all this in the newly published ITIL 4 book, High Velocity IT.

In this webinar, you'll learn about:
Valuable investments
Fast development
Co-created value
Resilient operations
Assured conformance

How High Velocity Organizations Enable Resilience & Anti-fragility

Presented by Barclay Rae, ITIL 4 co-author and a well-known ITSM consultant, this webinar focuses on the practical application of ITIL 4, using value streams, and the various areas of professionalism that are now included as part of the ITIL 4 portfolio

The concept of a “value stream” is now central to ITIL, helping practitioners see all practices, tools, and ways of working. This highlights the integrated nature of practices and processes as being part of a value stream that meets a specific business or customer goal, and not simply individual siloed activities. A value stream to resolve an incident may involve a number of practices and processes—knowledge base articles, service levels, changes, problems, configurations, as well as management disciplines.  
This webinar will focus on the practical application of ITIL 4, using value streams, and the various areas of professionalism that are now included as part of the ITIL 4 portfolio. This includes:
Organizational structures
Culture and teamwork
Customer orientation
Employee well-being   
Stakeholder management
Communication skills
Commercial awareness
Market knowledge
Many of these areas have been used and understood as valuable for some time; these are now explicit in ITIL 4 as key elements of success.

Seven ITIL 4 tips for service professional by ITIL 4 co-author!

Join Raj Sabhlok, former President of ManageEngine, and Rajesh Ganesan, Vice President of ManageEngine, as they discuss the launch of Zia, Zoho's AI assistant, as a virtual support agent for ServiceDesk Plus.

Fireside chat on Zia for ServiceDesk Plus

In this webinar, Charles Araujo will discuss hybrid work and the trends that have been driving the shift towards it. Learn how service management teams can equip themselves to tackle the hybrid work era and adapt in their support efforts.



The pandemic has ushered us into what is being called the hybrid work era. But despite what you’ve read, hybrid work is not just about spending some time in the office and some working from home. Instead, it’s about a much more fundamental shift in how work gets done, how we interact and collaborate, and how automation and intelligence play roles in our daily work lives. The “where” of this emerging style of work is only a small part of the equation. But how will this new hybrid approach to work impact service and support organizations?

The changing face of service management in a world of hybrid work

ITSM

Employee Engagement

Service Desk

ITIL

Service Delivery

Service Design

Service Management

IT Enterprise

Digital Experience

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

Enterprise applications have become a crucial piece of infrastructure for many businesses. The enterprise applications community on BrightTALK features the latest insights in enterprise application integration, enterprise application architecture and EAS software. Join the community to gain access to thousands of videos and webinars presented by recognized enterprise information systems experts and arm yourself with the knowledge you need to succeed.

Enterprise Applications

The IT project management community on BrightTALK includes thousands of IT project and portfolio management professionals. Find relevant webinars and videos on agile methodologies, scrum strategy, project management processes and more. Attend live webinars or view on demand content presented by recognized thought leaders in the IT project management industry.

IT Project 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

Get powerful insights to run your business. CEOs, CFOs, CMOs, COOs, CTOs and CIOs are among the leaders in this community who connect with peers and experts to grow their businesses.

CxO Strategy

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 changing face of service management in a world of hybrid work

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ManageEngine ServiceDesk Plus