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Implementación de Service Desk, Expectativas y Resultados

Jorge L. Aballay, Ingeniero Industrial, Ricardo Do Campo, Consultor ITSM, David Salischiker, Director de Servicos
En esta presentación se hablará de la vida real en el Service Desk, incluyendo experiencias prácticas en las implementaciones, poniendo el foco en la gestión de incidencias pero evaluando el impacto, beneficios y complejidades que aparecen ante la creciente demanda de las integraciones con otras aplicaciones de servicios como CRM, gestión de desarrollo, gestores de eventos, para dar un servicio integrado al cliente.
Aug 8 2012
46 mins
Implementación de Service Desk, Expectativas y Resultados
Service Desk
Join us for this summit:
  • Channel
  • Channel profile
  • What’s new in HP ITSM Apr 9 2015 5:00 pm UTC 60 mins
    Jacques Conand & Tonya Scherba, HP Software
    IT Service Management systems are great collectors of stuff – requests, changes, survey results, etc. What they’re not so great at is sorting out what is most important and helping us to act on it! That is until HP Service Anywhere.

    Join us in this session to see how HP Service Anywhere helps end users act on their needs, their assets; agents act on requests, incidents, changes, and releases.

    Find out how Service Anywhere helps transform the way IT service desk agents work – boosting service quality and increasing productivity – all powered by a big data platform, provide high scalability and rapid processing of unstructured and structured data to deliver current and relevant information.

    Join us to learn how the industry’s first Big Data service desk delivers service insights once thought impossible.
  • Optimize Customer Signup Flows Online and in Your Mobile App Apr 9 2015 4:00 pm UTC 45 mins
    Chris Morton, President, Block Score; Lisa Aguilar, Marketing Manager, Jumio; James Bickers, Senior Editor,Networld Medi
    In today’s online and mobile environment, financial service organizations are struggling to comply with a multitude of regulatory requirements that impede online and mobile customer signups. What is the best way to signup customers while still complying with regulations and mitigating fraud?

    Join us for a live webinar, “Optimizing customer signup flows in your mobile and web channels” and listen in as experts in ID authentication and identity verification discuss various strategies that will help you:

    · Quickly and safely signup customers through your mobile and online channels
    · Remain compliant with regulatory requirements without adding additional operational overhead
    · Reduce customer sign-up abandonment

    Don’t loose another customer because you can’t offer a real-time sign-up process through your online and mobile channels. Join us and learn how to optimize your sign-up flows, and enable anytime, anywhere through any digital channel customer account opening.
  • Reduce time-to-market by following a DevOps approach Apr 1 2015 5:00 pm UTC 60 mins
    Dave Langlais, HP Software
    With more than 100 applications in production, a leading bank needed to reduce the time required to deploy and update its apps. By implementing an automation solution from HP, the bank reduced the application time-to-deploy by nearly 8X. Now the bank follows a seamless and standardized approach for deployment.
  • Why Capacity Management is Essential for a Cloud Strategy Recorded: Mar 26 2015 50 mins
    Marina Yesakova, Sr. Marketing Manager; Giuseppe Nardiello, Sr. Product Manager, BMC Software
    To realize the full benefits of the cloud, you must choose a cloud that fits your needs and supports your organization’s cloud workloads. In this webinar, we will discuss the results of a Forrester Consulting study that show why capacity management is essential to your cloud transformation strategy. You will learn how capacity optimization tools manage workloads in the cloud and help you:

    • Gain visibility into capacity utilization at the resource, service, and business level.
    • Support timely decision-making on IT investments.
    • Increase agility, reduce IT costs, and minimize risks.

    Learn how capacity management will help you understand and optimize your environment to support effective decision-making aligned to business priorities.
  • Using Lean and Six Sigma to Make Incident Management Work Better Together Recorded: Mar 25 2015 35 mins
    Derek Lonsdale, IT Transformation leader, PA Consulting
    This webinar will show you how we used some specific tools and techniques to identify where problem management was failing and how a poor incident management process was the root cause.
  • Symptoms that Signal the Need for Portfolio Management in Product Development Recorded: Mar 24 2015 58 mins
    Will Yester, Kalypso and Rob Stroud from CA Technologies
    Ineffective new product development (NPD) pipeline management is a condition that affects many organizations looking for sustainable results from their new product efforts. In most cases, organizations struggle to understand what the symptoms they experience are telling them about their pipeline, and how to focus their energy on initiatives that will make the most impact. In this webcast, CA and Kalypso will review the most common indicators of a faulty NPD process and help diagnose the causes.

    Attendees will learn:
    - The common pain points and symptoms that indicate poor NPD pipeline management
    - Why organizations experience these symptoms, and the underlying causes that produce these pains
    - How to tailor portfolio management principles to treat the symptoms of poor NPD pipeline management, including example that illustrates how portfolio management can drive sustainable results
  • Tips & Tricks to Reduce TTR for the Next Incident Recorded: Mar 24 2015 31 mins
    Jason Hand, DevOps Evangelist, VictorOps
    Resolving an incident can be a complex process that takes a lot of time and many people. According to the 2014 State of On-Call Report, most teams report that it takes 10-30 minutes to resolve an incident and on average, 5 people are needed to help with resolution.

    But it doesn’t have to be that way. In this webinar, Jason Hand will present best practices and tips for surviving every stage of the firefight - from when an alert comes in to pulling reports after it’s over. Join us to see how we do it at VictorOps.
  • Tactical Intersection, Strategic Synergy and Future of DevOps and PaaS Recorded: Mar 19 2015 39 mins
    Chris Haddad, Vice President Platform Evangelism
    Why invest time, effort, and political capital to adopt DevOps and PaaS? Chris will compare PaaS capabilities and benefits against IaaS++ Clouds, and describe how tactically extending DevOps processes to Cloud environments accelerates business agility. During the last seven years, DevOps and PaaS have moved from curiosity to mandate. Do the disciplines have a clear future and obtainable payback, or will mainstream adopters become disillusioned by complexity and fragility. In this session, you will learn:

    •DevOps and PaaS capabilities and benefits
    •How DevOps and PaaS work together to accelerate software delivery
    •Today’s case study success stories
    •The future of PaaS and DevOps

    Chris Haddad is an industry thought leader, hands-on practitioner, and SaaS pioneer. Chris has led many successful startup software teams who used agile best practices, rapid iterations, and emerging architecture components to eclipse incumbent providers. He has advised Fortune 500, Global 2000 organizations, and valley startups on software strategies, roadmaps, and best practices. Chris has led the application platform and data management research teams at Gartner, and is an accomplished conference speaker (Gartner Catalyst, SOA Symposium, WSO2Con, and more) whose goal is to make you and your team successful. Chris has written for TechWell.com, OpenSource.com, InfoQ, and GigaOm.
  • Keeping CSI Intact to Thrive Recorded: Mar 19 2015 48 mins
    Beverly Weed-Schertzer, IT Consultant, edifyIT
    Continual Service Improvement (CSI) - Keeping it all together to make CSI thrive addresses the many elements that perish a CSI plan, program and process. Many organizations are struggling with maintaining an effective CSI process to implement improvements that align with the business priority, manages cost effectively and delivers value. Thriving in CSI addresses the most important elements to succeeding in CSI that are simplified shifts to making CSI work in your organization.

    • Addressing the complications, struggles and obstacles of successful CSI.
    • Setting up CSI with ITIL® is like setting up a store with no inventory.
    • The "PPTC"—People, Process, and Technology Connection to empower the organization to improve.
    • Ways to keeping CSI intact to make it thrive.
  • Five Tips to Make Sure That Your Customers Transact with Your App Recorded: Mar 19 2015 38 mins
    David Pope, Marketing Director, Jumio
    Mobile apps present a unique challenge for e-commerce merchants. Not only do they need to positively engage your customers, they must also generate revenue for your company. 

    So what keeps customers happy and coming back for more? Apps that support the on-the-go lifestyle and are engaging enough to keep users interested for the long term.

    In this webinar, 5 Tips to make sure customers transact with your app, we'll provide a clear roadmap for success that focuses on specific dos and don'ts, including:

    - DO NOT be insensitive to data privacy concerns
    - Do pay close attention balancing functionality with download speed
  • The Art of Incident and Problem Management Recorded: Mar 19 2015 48 mins
    Kelly Deaver, Product Director, Edge Service Management and Andrew Harsch, Director, Product and Portfolio Management, Unisys
    A picture is worth a thousand words, so they say. So what type of picture do you have around your disciplines of incident and problem management? Can you see the trends? Can you identify areas for improvements in speed, costs and user experience?

    In this session we will discuss some of the results of shifting left and also skipping right to create a dynamic service environment based upon both industry best practices and actionable data.

    We will also look at some of the methods and improvements to the Edge SaaS ITSM tool that you can utilize to improve this strategic area of the service desk and IT operations management.

    Some of the topics we will cover include:

    - How to leverage templates to increase the speed of ticket creation
    - Proper alignment between services and SLAs
    - Using service notifications to improve messaging and brand
    - Creating a problem investigation from an incident
    - Developing a process around which incidents should become problems
  • 5 Pretty Darn Good Things having a Service Catalog Does for Incident Management Recorded: Mar 18 2015 31 mins
    Doug Tedder, Tedder Consulting
    Following a well-designed Incident Management process is crucial element of what is often referred to as the “Iron Triangle” for IT Service Management. In fact, this process “iron triangle” is “table stakes” for any IT organization—it is not a “nice to have”! Businesses expect their IT organizations to be able to consistently and effectively handle Incidents as well as Requests and Changes. Most organizations start their ITSM journeys by implementing the “iron triangle”, but because they’ve not taken the time to develop their Service Catalog, these critical processes are usually implemented from an IT perspective. So how could having a Service Catalog before implementing Incident Management help? Join Doug Tedder as he discusses five PDG (Pretty Darn Good) ways the Service Catalog enhances Incident Management.
  • Best Practices in IT Architecture Recorded: Mar 18 2015 58 mins
    Ohad Goldfarb, Chane Cullens, HP
    Are you looking for best practices for integrating and implementing solutions more quickly and gaining control over spend, performance and risk? The IT4IT ™ Forum of The Open Group is working to establish open standards for managing the business of IT.

    The IT4IT Reference Architecture provides the missing link between industry standard best practices and technology solutions. It provides a foundation for the IT operating model and a blueprint for accelerating IT’s transition to becoming a service broker to the business.

    Come learn more about this holistic approach that spans the entire IT lifecycle, with an emphasis on IT Operations.
  • Incident Management Has No Value! (Video panel) Recorded: Mar 18 2015 55 mins
    Barclay Rae (Barclay Rae Consulting), Stuart Rance (Optimal Service Management), Daniel Breston (Qriosity)
    IT organizations invest huge amounts of time and money in incident and problem management, but does this really create any value for their customers? In this live video panel, Barclay, Daniel and Stuart will discuss different viewpoints of these two processes, and how they can form part of our overall approach to customer experience.

    Topics to be discussed will include:
    · Are incidents and problems really different things?

    · Shouldn’t customers expect services to work properly without incidents?

    · Why do IT departments spend so much time and money on resolving incidents, when customers would rather see investment in new capabilities?

    ·How does incident management contribute to value creation?

    · Who should be doing incident management? Is it really something that should be left to the service desk alone?

    · How can these two processes contribute to customer experience, and why does this make a difference?
  • “Turbocharging” Your Response Capability Recorded: Mar 17 2015 48 mins
    Kenneth "Kengon" Gonzalez, Managing Partner, CSMP
    Today's IT organizations recognize the importance of incident and problem management in ensuring customer satisfaction, but often fail to allocate attention or budget to match its importance. At the same time, budgetary pressures, delivery demands and resource constraints are forcing those same organizations to recognize that they now need to "work smarter, not harder." With all of the tools, methods and sources of best practice guidance available, how does one select what is the best fit for an organization? How can you be sure that your improvements are going to result in the kinds of tangible improvements your sponsors and customers will recognize and value? What role does “customer-centricity” play in this? In this presentation, we’ll examine these questions, highlight some important sources of leverage and identify some practical steps that your organization can use to quickly “turbocharge” your response capability.
  • Desktop Support and Data Breaches: The Unknown Dangers Recorded: Mar 17 2015 33 mins
    Bryan Hood, Senior Solutions Engineer, Bomgar
    According to the 2014 HDI Desktop Support Practices & Salary Report, remote control tops the “must have” list of technologies to successfully provide desktop support to end users. Unfortunately, many service desks are using legacy remote access tools that often leave security gaps putting companies at higher risk of data breaches. This is not a new or unknown issue. Often, IT departments don’t realize the tools they’re using to provide tech support are also being compromised by hackers to plant malware and steal data.  According to the 2013 Trustwave Global Security Report, legacy remote access tools such as RDP and VNC are cited year after year as the most common attack pathways used by hackers. So if remote control tools top the must-have list, what can service desks do to securely support their users without putting their organizations at risk?

    This session will educate desktop support professionals on how hackers are targeting legacy systems and what they need to do to secure their environment.
  • Protect and Serve: It's a Tough Gig and Sometimes a Thankless One. Recorded: Mar 13 2015 46 mins
    Rob England, Consultant at The IT Skeptic
    "To protect and serve"" is a good motto for IT, as there seems to be an expectation that IT exists only to create new technology solutions in response to the demands of the business: to serve. It's not true. The Information Technology department exists to protect the IT interests of the owners of the organisation whilst also serving IT's customers and users. The two don't always align.

    IT is entrusted with custody of the organisation's IT assets. Sometimes it is not in the best interests of the organisation to abandon those investments or to increase the risks to the confidentiality, integrity and availability of the information, in order to meet demands for new IT from the customers.

    Join IT Skeptic, consultant and commentator, Rob England as he explores IT's evolving role in striking a balance in extracting maximum value from existing investments against facilitating the generation of value from new investments.

    This session is approved for 1 Continual Professional Development (CPD) priSM credit.
  • Metrics and Maturity: the Double Helix for Effective Service Management DNA Recorded: Mar 12 2015 46 mins
    Dennis Drogseth, Executive Vice President of Enterprise Management Associates
    Creating effective metrics is essential for IT Service Management (ITSM) to evolve as an increasingly critical part of cross-domain service delivery, optimization and planning. However, no two IT organizations are the same, and metrics for measuring IT efficiencies, costs, values and requirements need to be tailored to realistic levels of IT maturity and grounded in unique IT organizational environments.

    Join Enterprise Management Associates’ (EMA) Dennis Drogseth for this webcast designed to provide guidelines for building effective ITSM-related metrics based on maturity levels, objectives and readiness, including:
    • Guidelines for assessing your IT maturity level
    • Metrics associated with each maturity level
    • Process recommendations for establishing and communicating key metric priorities among key stakeholders
    • Quotes and examples of metrics-related planning from real-world ITSM initiatives

    This session is approved for 1 Continual Professional Development (CPD) priSM credit.
  • DevOps! How Come We Didn’t Think of This Sooner? Recorded: Mar 12 2015 47 mins
    George Spalding, Executive Vice President of Pink Elephant
    When a really good idea, a truly compelling service, or an “I-cannot-live-without-this” product hits the street our reaction is often “How come we didn’t think of this sooner?” Whether it’s an iPhone or iPad or a step-up bumper on a pickup truck, we are smacking our foreheads and grunting “Doh!”. DevOps is a really good idea. Merging Development with the Operations side of the house creates synergies and efficiencies that have never before been possible. From automated deployment to fewer bad changes to a robust release management process, it’s time for DevOps.

    Join Pink Elephant’s George Spalding and CA’s Robert Stroud to hear about this “Doh!” moment and how it impacts IT service management.

    This session is approved for 1 Continual Professional Development (CPD) priSM credit.
  • ITIL 2015: Six Trends Driving Transformational Change in IT Best-Practices Recorded: Mar 12 2015 47 mins
    Paul Dooley, itSMF
    New disruptive trends are challenging IT service providers to rethink the way they plan, deploy and deliver services. Today’s IT must deliver a world class “user experience” while allowing for more frequent and rapid application deployment that supports multiple channels with strong consideration to cloud, mobility, consumer experience and more.

    This session will discuss the delivery of a high performance “support center” that can help an IT organization meet these challenges by leveraging ITIL and other good practice guidance as the IT organization transitions from reactive service support to being a proactive service provider.

    This session is approved for 1 Continual Professional Development (CPD) priSM credit.
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  • Title: Implementación de Service Desk, Expectativas y Resultados
  • Live at: Aug 8 2012 3:00 pm
  • Presented by: Jorge L. Aballay, Ingeniero Industrial, Ricardo Do Campo, Consultor ITSM, David Salischiker, Director de Servicos
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