Raise the Bar on Service Quality: KPIs that Drive Value

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

With continued automation of routine tasks, decline of the break fix model, and eradication of technical debt, what will a future service desk look like? Is there a need for service desks at all? In fact there is still continued growth in this areas – both in the vendor market and in the recruitment of service desk people. What is the essence of the work and value delivered that constantly seems to defy the industry predictions?

This session looks at the key elements that make up the human and business side of service desks – and why we will always need them (for some time at least..)

This is not going to be a normal BrightTalk event of sharing slides but instead an open conversation with Daniel Blander, well-known author of technology security practices and how to best blend them into DevOps, ITSM or general organisational practices. Daniel and I will spend 15-20 minutes discussing some basics, but we are looking for your questions on how to use security to help your staff, processes, suppliers and customers benefit from a safer technology product and services provider.

Daniel Blander leads the Security Portfolio for Virtual Clarity. He is a highly experienced and recognized expert in the fields of information security, risk management, compliance, operations, and organizational change. He has over 20 years of global experience as CTO, CSO, as well as an advisor to Fortune 100 and startups alike in the fields of Banking, Healthcare, Retail, Technology, Airline, Hospitality, Government, and Entertainment. His work resulted in his nomination in 2008 as Information Security of the Year for the West by the Executive Alliance and is a frequent lecturer at security conferences around the world. Daniel has also been recognised for his contributions to DevOps and the publications many view as the main books of knowledge such as The DevOps Handbook.

This session will be facilitated by Daniel Breston, a long-time technology professional in Banking and Utilities. Constantly involved in service management practices and events, Daniel has learned how to blend lean and agile to help leaders and teams make the best use of technology to serve their customers. Now Daniel is using this knowledge to look at cloud and other virtualisation practices to create the paradigm of technology and people.

Ever thought about an AI-driven service desk solution that can provide conversational workflow automation to deliver self-service and exceptional experience through an IT Cloud? Wait no more.

In this webinar, Muddu Sudhakar will showcase how cloud-native Conversational RPA is driving end-to-end automation for ITSM and operations within the enterprise to improve the service experience for all users while cutting costs up to 90%. Sudhakar tells all, as he shares the anatomy of conversational intelligence and Experience as a Service (XaaS). He’ll share how these transformational AI solutions are changing the way enterprises deliver improved collaborative employee and customer experiences while achieving business growth.

Is 2020 the year that organizations realize that ITSM is about the business and not about IT? In this webinar, Doug Tedder discusses four hot business trends that will significantly impact how IT thinks about service management.

In this digital age, more and more work is being performed in Agile and DevOps contexts. Not only by IT teams but also in closer collaboration with the business departments.

This agility serves customers, chain partners and own employees. While the processes, policies and rules in an agile organisation should be set up in order to facilitate agility, at the same time there is a must for organisations to remain compliant with the (stricter) laws and regulations. We see agile organisations delegating as much responsibility as possible to the operational levels of the organisation to achieve ownership and quick decision-making. GRC, ITSM and agility must be adopted and implemented throughout the organisation and be part of the 'corporate DNA'.

The adaptability of the value chain enables organisations to react to changing demands from their stakeholders in the most effective and efficient ways. During this session participants will learn about the various experiences that ITIL 4 provides.

About the Speaker:
Claudine is an IT management expert with experience in service management, security, risk, Lean, Agile and DevOps, in particular combining working methods that drives IT organisations to excel. She writes articles, develops trainings, gives lectures and realises projects on these topics. In addition, she is closely involved in the development of the new version of ITIL 4.

“Motivation and enthusiasm in employees encourages me to work every day on better cooperation mechanisms leading to even better organisational performance. Experience in DevOps and ITSM transformations with a healthy dose of curiosity, empathic capability makes it possible to make connections within the organisation to realise this"