Drive Efficiencies by Empowering Service Desk Users with Collaboration

For many IT Service Organisations the selection of their ITSM toolset is one of the most important, and expensive, decisions they can make. Causing huge disruption and extra work as staff are moved from one system to another. The ITSM toolset is like the engine that drives an IT department and its ability to ensure work is prioritised, integrated and moved between support teams. It is utterly critical to the running of an IT department, but if its so important why do so many IT departments only keep a toolset for 3-5 years before moving to another one and starting the process again?

Join Peter Hubbard, Principal ITSM Consultant at Pink Elephant, as he shares his experiences on what happens during an ‘out of the box’ toolset implementation program, along with his advice and guidance on avoiding typical pitfalls that many implementations could easily avoid.

Learn about the critical importance of People, Process and Product working in harmony to make sure that your toolset selection and implementation program delivers real business value quickly.

Learn why ‘Out of the box’ is a dangerous phrase, and there is no such thing in the real world. Peter will be join by Michael Jenkins, a veteran toolset implementer with over 20 such projects behind him as they discuss what happens in an ‘out of the box’ implementation.

They will discuss how to pick a toolset, the value of use cases, what happens on the vendor ‘demo day’ and what sort of actions you can be undertaking prior to the chosen vendor starting their implementation in order to speed up the process and make sure that your most expensive ITSM decision returns real value.

There’s a sea change taking place in service and how consumer ‘journeys’ are taking place. Howard Kendall, founder of the SDI, has spent much time keeping track of what is really going on, how customer expectations are changing, and how we can use leverage this in the service desk industry.

Join Howard for an informative discussion on how service desk can successfully rise to the challenge of delivering excellent customer service, meeting, and possibly surpassing, the expectations of the customers they support. Howard will provide some top tips that will help to win the hearts and minds of service desk customers and build stronger relationships with end-user constituents, elevating the position of the service desk within the IT organisation.

Join us for a 30-minute live session every Friday, where we’ll tour the RingCentral interface, discuss the latest innovations and features available on the RingCentral platform, and share best practices on leveraging cloud communications for your business. This session features a live demo of RingCentral Office and an open Q&A session led by a Sales Engineer. This week tune in and learn how your employees can hold multi-point HD video meetings around the world, anytime and anywhere with RingCentral Meetings.

When some organizations talk about “service catalogs,” what some of them really mean is “service request catalog” or even “employee self-help.” The service catalog and the service request catalog are typically critical components of an IT Portal that facilitates a wide array of interactions at all levels between the business and their IT service provider.

This session will discuss the relationship between these catalogs as well as other artifacts and managing the interfaces with the business at the operational, tactical and strategic levels via an IT Portal on the intranet. How can we more effectively serve our users and customers by managing such a portal and leveraging well-constructed catalogs? Imagine the possibilities.

In this session, long time industry experts Torrey Jones will discuss and demonstrate a Best Practices approach to Service Catalog utilizing HP’s newest SaaS Offering, Service Anywhere. As part of this discussion and demonstration, Torrey will cover how automation can help drive user satisfaction, and positively impact users adoption of a Service Catalog.

In this session, long time industry experts Torrey Jones will discuss and demonstrate a Best Practices approach to Service Catalog utilizing HP’s newest SaaS Offering, Service Anywhere. As part of this discussion and demonstration, Torrey will cover how automation can help drive user satisfaction, and positively impact users adoption of a Service Catalog.

Standardized service-catalog offerings are an effective way to give cloud consumers instant access to services they want - while still keeping the necessary corporate controls in place.

Attend this webinar to hear how IT executives can use service catalogs to elevate the business value of cloud-driven enterprise initiatives.

Standardized service-catalog offerings are an effective way to give cloud consumers instant access to services they want - while still keeping the necessary corporate controls in place.

Attend this webinar to hear how IT executives can use service catalogs to elevate the business value of cloud-driven enterprise initiatives.

A Service Portal is typically a website that hosts service catalogs, request catalogs, related content, feedback methods supporting ideas and complaints, and shopping cart styled order fulfillment procedures. It also acts as the public face of a service business or service provider organization, such as an IT department.

Traditional IT Service Management initiatives call for some of the elements of a portal to be developed, such as a service catalog, and it’s been habit to design and develop these from the inside-out, from the perspective of the provider, with negative consequences to the customer experience, IT brand image.

In this presentation we shall explore the approach used by successful service businesses in designing a service portal from the outside-in, from the perspective of the customer, ensuring ease of use and a suitable service experience. Other topics will include:

- Common mistakes and myths associated with ‘service catalogs’;
- The functional elements of a service portal and the five design planes;
- The key concepts of persona, consumer scenario and story in portal design;
- The role of a ‘service safari’ in understanding the basic needs of customers;
- How to configure the portal with a knowledge base and request management capability;
- The organizational consequences of an outside-in approach.

As more and more companies look to take advantage of all of the benefits afforded with cloud-based infrastructures, the discussion often quickly turns to “How do we get there?” For some companies, this single migration question can create an insurmountable roadblock that either keeps them from moving to the cloud or severely delays their migration. Join Michael McCracken, HOSTING’s Director of Professional Services, as he explores different cloud migration strategies along with the benefits and risks associated with each of those strategies.