Case Study: Improving the Service Desk using incident data

The help desk has become increasingly important to not only determine problems that might arise within an application but also to determine a customer's level of satisfaction with the application and preferred features and recommendations. As such, the help desk has morphed to include functions that were traditionally outside of the Help Desk role. Such services include Customer Service, Sales, and Marketing. As more and more companies become aware of the wealth of information available throughout the Customer Journey, we will find more valuable data to improve the efficiency, satisfaction, and effectiveness of solving our customer's pain points both today and tomorrow. Why? Because "We Hear for You."

In this presentation you will learn;

1. Emerging communication channels that meet the customer where they are
2. Improvements in ensuring agents are more skilled at addressing customer problems
3. The importance of analytics in honing the customer journey through real-time insights that enable companies to "hear" their concerns
4. How automation can be used to improve efficiency

2020 asked businesses, organizations and IT teams to be agile, proactive and to challenge their modus operandi. It also challenged IT Service Management teams to champion businesses’ digital journeys in a way that no-one could have predicted in December 2019.

In this special end-of-year panel, ITSM experts come together to share ‘stories from the field’ in a year unlike any other, predictions for what 2021 may bring and advice and tips for service management professionals to embrace the coming year with the same dexterity, calmness and leadership they displayed in 2020.

From technologies and tools, to strategies for adopting and embracing cultural shifts, our experts will be sharing use cases and looking at:

- How AIOps and an AI-first approach enabled cutting-edge ITSM teams to survive COVID-19
- How to plan for the future of your ITSM strategy given the acceleration of Digital Transformation initiatives in 2020
- Tips for maintaining a work-life balance when the business depends on you more than ever
- And more

Creating animated videos of your support documents will help to ease the workload on your Service Desk. Videos grab staff attention, make the guides much easier to use, improve user confidence and reduce repeating calls to the IT service desk, freeing up support staff to do more value-adding activities. This should form a key part of any Shift Left strategy.

With budget pressures increasing, headcount is under pressure, maximising productivity is vital and growing staff confidence and digital dexterity is key to achieving that. Service desks are also under ever-increasing pressures, with an ever-growing range of products and services to support, each with a range of capability, from learner to advanced. Convincing end-users to self-learn and self-support is an important aspect of not only improving end-users productivity but also the productivity of the IT
service desk.

In this webinar we will explore:
- Arguments for video-based support guides, and where to focus first.
- Options for resourcing their creation.
- The skills required to create engaging videos.
- The process for creating engaging videos
- Options for delivery of videos to support new technology deployments.
- Engaging staff to encourage use of self-help video guides.

This presentation leverages the presenter's experience working with the major cloud vendors on their respective managed service programmes. This provides a unique insight into the service desk operations and tooling being utilized within a range of leading-edge organisations.

The topics covered are:
- How to manage your workloads with next-gen monitoring & AI: What changes with the deployment of serverless & microservices and what are the impacts of accessing the workloads in a multi-cloud environment through a Cloud Management Portal.
- How automation and DevOps enables: self-service, compliance, security governance, API integration, and implementation of standard processes such as patching.
- Remote working: internally and externally managing customers that are also remote, the skills and tools that enable employees & organisations to provide quality services.
- Security: embedded in design and operations from day zero, real time compliance, granular role-based access, and use of AI to identify anomalies,
- Cloud based working brings a range of new commercial models, covering the purchase, operation, and optimisation of cloud services. This includes the evolution of the service levels agreement.
- Vendor based tools are catching up with the third-party vendors. How do you take advantage of these options that often provide some cost benefits.

The key learning points will be:
- Insight into the adoption of automation within service desk operations.
- Examples of the best practice in the use of next generation monitoring tools and the value created.
- Overview of the leading tools being used to enhance service desk operations
- Where cloud security sits within the service desk operations and why it’s critical to embed security from day one of the design.
- The applications being used to enable successful remote service desk operations in the current pandemic.

In today’s complex organizations, they often have a centralized IT Operations team that works with Data Owners, GRC, and Security teams. The rate of change and the dynamic nature of web applications has outstripped the human capacity to analyze and respond.

These teams use many modern frameworks and methodologies such as Cloud services, NIST, MITRE, OWASP, CIS, DevOps, and PCI; and tools that make it possible to deploy and maintain data integrity and make operations easier. However, these frameworks, methodologies, and tools also cause complexities which makes it difficult to identify issues and hone in on probable root cause before customers are impacted.

In this session, we will be discussing how IT service management, Data Owners, GRC, and Security teams can collaborate better, enhance business continuity and provide resolutions faster.

A marriage brings together two individuals with their own personalities, strengths and flaws. Successful marriages take compromise and commitment to build on the strengths and overcome the flaws.

This presentation describes why many ITIL and DevOps practitioners have been at odds with other, and asks “can and should the two approaches ever be married?” and “If so, how do we make the marriage work?”

The presentation will focus on 4 secrets to compatibility, and gives specific examples of:
• When to use ITIL or DevOps approaches
• How real organizations have used them
• Where combining the two approaches does NOT work

Compatibility Secret #1: The Personality Test
Compatibility Secret #2: The Common Goal
Compatibility Secret #3: Playing to Each Other’s Strengths (and acknowledging flaws)
Compatibility Secret #4: Resolving Conflicts

About David Cannon
David has been at the forefront of helping organizations understand and adjust to major shifts in the technology industry over the past 3 decades.

He is known for crafting industry best practices for Strategy and IT Operations and uses them extensively to help organizations function more effectively and efficiently. He has led consulting practices in Forrester, Hewlett-Packard and BMC Software – focused on IT management and strategy.

David is the co-author of the ITIL 2007 Service Operation book, author of the ITIL 2011 Service Strategy book and lead editor of the ITIL 4 Digital and IT Strategy book. He was awarded two lifetime achievement awards by the itSMF.

Cloud infrastructures require highly-customized solutions for their various system. Migrating “the right way” to the Cloud and managing a Hybrid Cloud environment is harder than industry pundits would lead you to believe. Many end up resorting to band aid solutions and human power that turn out to be costly in the end.

Join Jared Reimer, Founder and CEO of Cascadeo in this session as he discusses workload solution for migration and monitoring. As you’re moving workloads and even once they’re moved -- how can you be sure everything is working properly and adequately monitored? How do you provide consistent operational view of both environments?

Jared Reimer is the Founder and CEO of Cascadeo, a Seattle-based cloud consulting firm with operations in the US and Asia. Cascadeo is uniquely positioned as a leading vendor-neutral, cloud-centric engineering and managed services firm. Areas of focus include large-scale distributed systems, cloud architecture and migration, deployment automation, monitoring systems, and hybrid cloud networking. Jared holds a MS in computer science and engineering from UW, and operated one of the very first ISPs in the Northwest. He resides in Mercer Island, WA with his wife, two dogs,
and three young children. Jared enjoys world travel, camping, cooking, and SCUBA, is a retired
single-engine airplane pilot, a passionate electric vehicle enthusiast, a serial entrepreneur and
an accomplished downhill skier. He served as a senior technical advisor to HBO’s award-
winning “Silicon Valley" series.

It can feel like DevOps and ITSM are from different ends of the universe. However, to achieve ultimate success in either, they must be part of the same world. We will explore how DevOps and ITSM fit together and need each other to achieve true continuous flow that will drive the successful organizations of the future.

In this webinar we will cover:
- Alien Worlds (DevOps, ITSM and Lean)
- Continuous (meaning in DevOps/ITSM worlds)
- Connecting Points (building the bridge for DevOps and ITSM)
- Marrying DevOps/ITSM

The two contrasting worlds of DevOps and IT Service Management appear often to be in conflict and competition with each other. The reality of course is that both are needed for successful service delivery – and they complement each other. There is a need to find ways to work together and use the best parts of each approach in harmony.

In addition, there is much that people from both backgrounds can learn from each other – for ITSM professionals there is much to gain from using modern techniques for delivering work and projects with speed and agility. For DevOps professionals there is much to learn from ITSM’ers about how to manage organisational and people change.

This session lays out some clear practical options for how the two can work together – with practical tips on how to get going.

Daniel Breston will chaperone the couple through their marriage rituals and then act as a counsellor during their wedded bliss to help them overcome the challenges all foresee during their marriage.

Imagine two people want to get married. They are very different in terms of language, culture, things they like to do, the ways they behave, and their friends. Their parents have different thoughts on who their children should marry based on their past experiences.

A dream made in heaven? Bets on how fast the divorce will occur? You read that ISTM underpins DevOps and they should lead a long life together. Their children, they happy couple have discussed this will be called Agile, lean, Kanban, Digital and Metrics. These children will go the best clouds for learning and will benefit from 21st century education. Together they will create an online store full of services and products that the world will cherish.

Of course, it could just end in a ugly divorce and bankruptcy! But as we have just come out of lockdown in the UK, let’s hope there is a happy ending!

To ensure this the family must discover:
• Why Agile misbehaves and how to help Agile become a valued community member
• Why lean is such a tease, but how overtime, becomes the glue that holds the family together
• How Kanban becomes a learned instructor teaching all of their friends (customers, staff, vendor partners) how to help the family create value from their online services
• What Metrics adds as with a quick mind alerts the family on the satisfaction and happiness they have in their family, for their customers and the community
• How the neighbours (stakeholders, product owners, Cxx) feel about the family and discover that actually they can make or break the wedded bliss
• Find out how the evil Regulators and Vendors want to end this marriage and how the family reacts
• See how Digital changes everything making the family ready for the 2021 and beyond

All of the above you will learn in this session.

It’s inevitable that a good service desk attracts traffic. But what happens when the traffic picks up, the
requests come heavy and the time grows shorter for responding effectively? A new approach is
required and innovation must speak to the matter. This session will open up the kinds of challenges and suggest relevantly appropriate responses to make the IT Service desk a more tamed and manageable center of activity --- without having pull your hair out to do it!

We will learn:
1) What makes a good IT service desk effective and desirable?
2) How does it respond to requests with sound and clear management?
3) When does the level of activity warrant sounding the alarm?
4) What innovative range of responses may be considered?
5) How do we keep the IT service desk tamed and timely?

Ninety percent of chatbot projects failed in 2019—yet 100 percent of customers are optimistic about their benefits and are willing to deploy them again in 2020.


In this session, we cover the key reasons for the failure of chatbot projects, such as offering robotic & scripted experiences, lack of AI capabilities, and long time-to-value. With the emergence of true Conversational AI, companies can now take advantage of cutting-edge AI that is far more accessible and can deliver tangible business results from Day One.