Case Study: Improving the Service Desk using incident data

Visual Communications and Collaboration Series [Ep.1]

Video conferencing has become bedrock technology to support work-from-home in the age of Coronavirus. Based on data gathered from more than 500 organizations, Nemertes will both provide insight into how organizations are measuring success. and share the key approaches that correlate with success.

We'll look at technology and vendor selection, architectures, management and adoption strategies, and how companies are using video to support social employee engagement.

Attendees will come away with actionable insight to optimize the business value of their own video conferencing strategy.

How does ITIL 4 contribute to the digital enterprise?
What is a digital enterprise, for that matter, and which digital capabilities are required?
How does the digital operating model contribute to transforming the enterprise?
What’s the importance of planned and emergent continual improvement in keeping up with dynamic digital demand?
How is the role of management changing?
Which resources and practices do ITSM practitioners have at their disposal to co-create value from digital investments?

This talk will explore these questions and more.

Where does ITSM fit in the Digital Transformation landscape? And does it need to evolve to ensure businesses can deliver what their customers expect in 2020?

Join this panel of ITSM experts as they debate and discuss:

- How ITSM can help meet and implement the back-office improvement needs of digital transformation
- How ITSM can fuel Digital Transformation by educating enterprises on the ‘people’ aspect of strategies
- What tools are paramount to delivering best-in-class, future-proof DX strategies
- How to ensure your service management strategy keeps pace as technologies advance

Panelists:
Stephen Mann, Principal Analyst and Content Director, ITSM.tools
Matt Klassen, Vice President, Product Marketing, Cherwell
Muddu Sudhakar, CEO, Aisera

Continual improvement is a key practice in both implementing and maintaining the management of your services. But it is not realistic to jump from no continual improvement to an excellent continual improvement discipline. Using a maturity model helps to motivate, to direct and to measure the continual improvement of your continual improvement.

T leaders are challenged to automate and transform their organizations to drive business growth and convert IT into a revenue arm through evolving economic changes. In challenging times where IT help desks are typically known for driving up costs, new AI technologies are now available and enable IT to scale support for remote working, deliver self-service to resolve requests autonomously, and improve employee productivity.

With AI, IT organizations can now contribute to digital revenue growth with next-gen conversational AI for front-office applications and Conversational RPA for back-end tasks, actions, and workflow automation. These technologies are available within Aisera's cloud-native AI Service Management Solution to dramatically cut resolution times down to an average of 45 seconds.

Key Takeaways for Futureproofing Help Desks:

- You don’t need volume data, long training times, and staff/resources
- Conversational AI and RPA enables minimal time and cost
- AI doesn't have to be scripted or rule-based
- AI and ML continuously self-learns in real-time

About the presenter:
Karthik Sj leads Product at Aisera for AI Service Desk & Customer Service products. Prior to Aisera, he led the Machine Learning & AI Product group within SAP Customer Experience. He enjoys the growth phase of product development from initial product/market fit to scale. Karthik earned his MBA from the Haas School of Business, Berkeley, and did his undergrad in Computer Science from Bangalore, India. Outside of work - he enjoys traveling, reading & watching sports. He is also a first-time dad and can be approached for tips on swaddling and baby-led weaning!

Service Blueprints are an operational tool that can be used to revolutionize services and improve your customer experiences. In this webinar we'll learn:

- What a Service Blueprint is and why it is important
- How Service Blueprints can improve your stakeholder experiences and operational metrics (OLAs / SLAs)
- How to conduct a Service Blueprint workshop at your company

According to Forbes, users expect enterprise ITSM services to be delivered instantly. However, a third of IT service desk customers say that service desks are ‘failing to deliver the IT support services they need’ - and the reason for this is estimated to be that whilst digital platforms, applications and services have progressed at an unprecedented rate, many service desks are lagging behind.

With supply not meeting demand, it’s time to take a closer look at the potential reasons for this, and discuss how next generation iterations of service and help desks can start to bridge the gap.

Join this panel of ITSM experts as they discuss:

- What solutions should be automatic and not require in-person IT support
- How to become truly end-user centric
- Proactive problem solutions
- How to embrace data and analytics to transform the IT environment

HDI conducts comprehensive annual research on almost every aspect of the service desk, from hiring, staffing, and salaries to metrics, frameworks, and technologies. This webinar will explore not only the statistics around the service desk, but what they mean in terms of industry trends and changes. How successful has the “do more with less” approach been? Are service desks hiring, or reducing staff? Is the workload shrinking or growing? What are the top metrics being gathered, and what do they mean?

Attendees will learn:

- What do service desks consider “must-have” technologies for supporting customers/users?
- What contact channels are being used by customers to get support and request services?
- What percentage of organizations are hiring for expansion of the service desk?
- Which frameworks and methodologies are being used?
- What are some areas where improvement is needed?


HDI's 2019 Lifetime Achievement Award honoree Roy Atkinson is one of the top influencers in the service and support industry. His blogs, presentations, research reports, white papers, keynotes, and webinars have gained him an international reputation. In his role as senior writer/analyst, he acts as HDI's in-house subject matter expert, bringing his years of experience to the community. He holds a master’s certificate in advanced management strategy from Tulane University’s Freeman School of Business, and he is a certified HDI Support Center Manager.

Follow him on Twitter @RoyAtkinson

This webinar will cover the what and the why of measuring and monitoring in the technical support center. In addition to discussing some of the differences between a Service Desk and a Help Desk, we will cover:

- The Why of Metrics
- Industry Top Metrics – A Closer Look
- Myths of Measuring
- Back to Basics
- Consequences of Automation and Artificial Intelligence
- Monitoring: What and Why

Measuring and monitoring help us understand and improve our performance for the organization, but it’s important to be aware of some of the unintended effects of and overemphasis on metrics, and talk about why metrics should not be considered goals, but rather should be mileposts.

Who should attend: Directors and managers with responsibility for Service Desk or Help Desk operations

About the speaker

HDI's 2019 Lifetime Achievement Award honoree Roy Atkinson is one of the top influencers in the service and support industry. His blogs, presentations, research reports, white papers, keynotes, and webinars have gained him an international reputation. In his role as Group Principal Analyst, he acts as in-house subject matter expert for HDI and ICMI, bringing his years of experience to the community. He holds a master’s certificate in advanced management strategy from Tulane University’s Freeman School of Business, and he is a certified HDI Support Center Manager. Follow him on Twitter @RoyAtkinson.

As a term, Dev/Ops isn’t a new concept. The struggle to make development and infrastructure operations. Join this webcast to understand the interdependencies with each other has been a main issue for decades.

In this webinar practical strategies are explored to implement or improve Dev/Ops practices.

With so much business and technology change surrounding IT Service Management - as well as the impact of COVID-19 - what does the future of ITSM hold?

Join this expert panel as we take a closer look at the areas in which ITSM is evolving and morphing, as well as those where its roots in people, process and technology are proving to be steadfast supporters in a time of immense upheaval.

Topics of discussion will include:
- What are ITSM professionals currently focusing on?
- Which technological advancements are helping ITSM better meet business demands?
- How have - or haven’t - ITSM best practices changed?

- Moderated by Claire Agutter - Director at Scopism
- Panellists include Matt Klassen,- VP, Product Marketing at Cherwell and Ben Sapp - Insights Solutions Architect at Numerify | Daniel Breston - Consultant and Coach, Virtual Clarity