Name: e-Meet the Customer: Can I still buy him/her a lunch?
Uploaded: 2021-08-11T10:26:39.000Z
Duration: 26 min 39 s
Description: Mainly due to Covid but not only, our relationship with the customers is being changed. While we are not able to have the same type of relationship with our customers, we must be able to adapt and find new ways to understand them. Are we still behind the first type of contact? Are we moving into a less 'Human' type of relationship?

IT service management forms the backbone of any forward looking IT infrastructure.  Whether it’s the latest trends, techniques or strategies, the content in this channel will help you optimize your organization's IT operations.

More and more IT organizations are using AI/ML in their IT Service Management landscape. Think about: self-service using virtual assistants, AIOps, ChatOps, Service failure prediction, automated remediation, etc. But how mature are these AI capabilities for ITSM? What is possible today? Where to start? What is coming next? 

This presentation is about how Artificial Intelligence and Machine Learning can be used in your IT value streams, supporting your ITSM and DevOps transformation activities. 

Learn how you can leverage AI/ML in your IT organization to streamline and automate IT activities. 

Key questions discussed in this presentation:

-How does AI/ML fit into your overall IT service management landscape (of processes and tools)?
-What AI/ML features are currently available to support your IT value streams?
-How can you benefit from AI/ML?
-Where to start the AI journey in your IT organization? 
-What are the future developments and trends of applying AI/ML in DevOps and ITSM?

Leveraging AI in DevOps and IT Service Management

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.

Metrics and Monitoring for Service Desks and Help Desks

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.

Effective Dev/Ops Strategies

AI and automation support ITSM by optimizing high-volume processes for better and more consistent outcomes, delivered faster, at a lower cost. Key challenges in unlocking these technologies are:

Identifying and prioritizing opportunities
Documenting the current state (as-is)
Finding or generating data for modeling and designing the to-be state
Validation, change management and deployment
Benefit realization rate analysis
Process Intelligence, which automatically creates transparency around digital processes, bridges many of these key gaps reducing the risk of AI and automation projects and most importantly, provides a mechanism for systematically scaling such efforts, including providing evidence of the high ROI achieved. It is therefore an essential tool for unlocking the fly wheel required to succeed with digital transformation.

Join us for this session to learn how Skan’s Process Intelligence can be used for a systematic approach to succeeding and scaling AI and automation in ITSM.

Process Intelligence unlocks the potential of AI and automation in ITSM

2019 has seen much of the ITSM industry focus on automation and its impact. From self-service, to AIOps and problem and incident management, the influence of automation has been far-reaching. 

Join this panel to hear ITSM experts take a look back at where automation has taken us, and look forward to where it’ll lead us next.

Speakers:
Wai Wong, CEO, Serviceaide
Pierre-André Aeschlimann - Solution / Sales Strategist & Evangelist, Cherwell Software
Moderated by Harriet Jamieson, Global Content Manager, BrightTALK

[Panel] Automation in ITSM: Where Are We?

Customer experience is driven by the employee experience. 

Customer experience (EX) is now the new battlefront. It is the differentiator. It is your competitive advantage. Customer experience has overtaken price and product as the key brand differentiator. 

It is therefore paramount to get the employee experience right.

The Great Resignation – over 40% of the global workforce is considering leaving their job this year - has come about through The Great Realization that can be happy at work. The pandemic has allowed employees to reflect on what is important to them – not only in their personal life but also their work life.

Massive change is afoot. Employees are in the driving seat having proved that remote working can work, they are no longer limited by geographical boundaries when seeking a new employer. They are demanding retention of the flexibility to choose where they work and when. 

The Indeed Workplace Happiness Study 2021 revealed that 97% of employees believe that happiness at work is possible and therefore will look for employers who can met their expectation.
Unless you are an employer of choice, your will lose your talent and be unable to attract it.
Service Management must move from managing IT to enhancing the employee experience.

This presentation will explore:
-The reason a great employee experience is imperative to organizational success
-The role Service Management will play
-The ITIL Guiding Principles for improved employee experience
-The service management processes that drive the employee experience

Key takeaways include:
-Where to start
-How service management can maximize the employee experience
-The return on investment

Employee Experience - The New Competitive Advantage

Among the many factors that continue to drive change in today’s ever-evolving business landscape, two stand out: digital transformation and COVID-19. With COVID-19, IT organizations and service management teams are shifting priorities. The challenges with supporting remote workforces suddenly changed, resulting in new mandatory requirements for an agile, flexible, yet resilient approach to delivering better employee experiences while trying to maintain business growth.
 
Digital interactions are the new norm, where large populations of remote workers require support services by IT services. The best modern support experiences leverage AI and hyperautomation to give employees a personalized and frictionless experience across all channels. Scaling service experience with self-help AI-driven resolutions and end-to-end automation to augment business tasks, actions, and workflows are the key to accelerating business transformation.

Why Digital Transformation Matters for Improved Employee Experience

It is our experience that a shift to a SIAM model (Service Integration and Management) is a highly tailored transition, reliant on cultural change within an organisation. Not something for the faint-hearted, nor something to commence without suitable preparation.

Hear from the Lead Architects how a current state SIAM assessment can be performed, and how the outcomes can be utilised to tailor the development of and transition to a SIAM model that will provide benefits to the organisation.

This presentation will describe the assessment areas, maturity levels, finding and next steps that will provide insight into the SIAM maturity of an organisation, whether they are considering SIAM as a new model or refinement of their existing environment.

Speakers:
Michelle Major-Goldsmith, Manager Service Management Capability, Kinetic IT
Simon Dorst, Manager Service Management Services, Kinetic IT

Are you ready for SIAM?

Globe Telecom has been a leader in enterprise digital transformation since 2014, realizing clear benefits in the area of adaptive infrastructure to drive business agility at scale.  This webinar will talk how Globe and Cascadeo works with its customers to achieve similar success, and how AI-Assisted operations leads to reduced human operational workload, downtime, tooling, and expense. This is achieved through our AIOps solution, cascadeo.io , an IT service intelligence platform, with data analytics at its core, covering all major public cloud platforms.

Accelerating Service Management Automation via Next Gen AI-Assisted Operations

There are a myriad of tasks, workflows, and processes within an IT organization that should be automated.  The benefits of automation go beyond saving the enterprise money, as it also frees up time for the service desk agents to work on mission critical tasks and projects, such as those pertaining to increase customer satisfactions.  However, most of the traditional workflow process models stemmed from a “factory-styled” view where processes tend to flow sequentially, or sometimes in parallel, but they would all follow a predetermined route.   With the rise of the “modern enterprise” in which the “knowledge workers” need more flexibility in meeting the ever-evolving daily demands in the workplace, systems require a much higher level of agility.  We will take a look at how the event-driven approach is a better alternative that can provide a more streamlined and efficient ITSM automation process.

Exploring the Event-Driven Approach in Accelerating ITSM Automation

For many organizations, technology is providing the primary interface between the organization and its customers.  For these progressive organizations, human-to-human interactions, while still important, are becoming a secondary means for customers to engage and interact.  And with the customer experience (CX) becoming as important to consumers as delivering value, many organizations are turning to service automation as a means to enable an outstanding CX.
Is your organization ready to take advantage of service automation?  In the face of increasing pressure to adopt technology, organizations can ill-afford to rush to implementing service automation that results in poor CX, investments that don’t pay off, and increased pressure on employees to fill technology gaps.

Just as with building a house, effective service automation begins by first slowing down and buiding a solid foundation.  Join Doug Tedder for a pragmatic look at how to speed up service automation – by first slowing down.

Speed up service automation....by first slowing down!

Implementing and maintaining Infrastructure as Code (IaC) to automate the provisioning of Environments, becomes challenging as you scale. IaC is good at provisioning individual resources (or a few of them together) but engineering teams want an entire environment with various components like networking, platform (ec2/eks), database, s3 buckets, etc. to deploy and operate their applications. 

To provision and tear down an entire environment, these teams have two options. They can either hand roll pipelines to manage individual resources and then manage complex dependencies between these resources within those pipelines or create a monolith IaC for the entire environment. These approaches are inefficient and slow down feature development and innovation. What if there were a better way? 

In this presentation, we will introduce Environment as Code that enables teams to provision & teardown entire Environments in an efficient way and promotes best practices like loosely coupled infrastructure resources. 

Key Takeaways: 
● Challenges implementing & maintaining Infrastructure as Code 
● What is Environment as Code? 
● How Environment as Code can help resolve those challenges?

From Infrastructure as Code to Environment as Code

The agility, iterative approach, and reactive nature of DevOps took the place of the endless preparatory and super conservative planning for even the smallest change typically common in older IT environments. However, the extremely dynamic nature of modern application stacks and deployments has created a new set of problems. 

In this session you will learn:
- Limitations of DevOps for modern systems from the lack of visibility in elastic infrastructures to the difficulty in finding the root cause of service disruption
- Capabilities of Artificial Intelligence to uncover new patterns in operations undetected by traditional tools
- The value of AIOps to identify the root cause and deliver actionable automation for modern applications

AISM for IT and DevOps

2020 asked businesses, organizations and IT teams to step up and be streamlined, agile and adaptable. It also asked ITSM leaders to be proactive and not only keep businesses functioning as usual, but - in an increasingly competitive environment - help take companies to the next level.

In August 2021, it’s time to look at the longer term benefits the events of the last year have forced upon ITSM teams and how, despite its challenges, the pandemic has seen ITSM leaders optimize their services and continue to prove their value to the business. 

Join BrightTALK and ITSM leaders live or on demand as they discuss: 

-What automation capabilities have been extended and the results they’re producing
-How businesses are implementing proactive IT and the impact its having
-The current state of Knowledge Management and what the future holds for the discipline 
-How an outcome driven approach to ITSM strategies has lead to increased employee happiness and greater customer satisfaction
-And more!

Moderator: Nuno Oliveira, Entrepreneur and Senior Strategy Advisor

Panelists: 
Amélie Koran, Senior Technology Advocate at Splunk
Ben Sapp, Insights Architect at Digital.ai 
Ramin Ettehad, Co-Founder & VP Business Development at Oomnitza

Optimized IT Service Management in 2021

“We need to be, and remain, fluid in the way we approach change beyond digital transformation!”

So many understand and experience innovation differently. Creating something new often means living on the outside edge. However, it’s often when you’re on the ‘IN’side that your curiosity and detective work opens up depths to new paths you didn’t know existed. Mostly, we only skim the surface of innovation’s potential. Do you want to ‘dunk’ under the surface or submerse yourself?

Let’s briefly explore the thinking, context and abilities that develop from being IN on Innovation and the maturing relationships between frameworks and their impact on humanising IT.

Being IN on Innovation - An art, a science, a mindset!

For IT experts who experienced ITSM it is a fact that running a healthy, controlled and agile ITSM is not a trivial task as it requires building a smart command and control engine along with automated execution arms that can reflect required ITSM changes and remediations to achieve the business continuously increasing SLA's. 

In this session we will see how DevOps and GitOps can be the ITSM experts swiss knife to monitor, analyze and act based on the required changes in the IT landscape. We will explore different scenarios where DevOps/GitOps can fit in the daily life for ITSM personnel and will try to qualify the benefits of DevOps Automation. Different technologies will be tackled in this session  including infrastructure automation, configuration, cloud native applications and user operations.

DevOps the ITSM Swiss Knife

Holistic Incident & Change Management with AI & Analytics

ITSM For Users, By Users: The Rise of User Experience and Real-Time Visibility

How to Create a Next-Generation Service Desk to Meet Business Demand

Driving Innovation in IT Service Management

Mainly due to Covid but not only, our relationship with the customers is being changed. While we are not able to have the same type of relationship with our customers, we must be able to adapt and find new ways to understand them. Are we still behind the first type of contact? Are we moving into a less 'Human' type of relationship?

e-Meet the Customer: Can I still buy him/her a lunch?

ITSM

ITSM Strategy

Customer Advocacy

Customer Engagement

Customer Experience

IT Service Management

IT Enterprise

Innovation

IT Service Desk

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e-Meet the Customer: Can I still buy him/her a lunch?

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