As the role of IT continues to grow closer to the business, one of the key enabling technologies that allows for a closer and more prosperous relationship is that of the service catalog. IT organizations are now being asked to broaden their horizons and incorporate the needs from different parts of the business with the added pressure of higher accountability and level of service delivery. So the question is, “how can IT simultaneously meet the goals of the business and user community and deliver to these requirements at a high level?
In this session we will take a look at what the key business drivers and challenges are to implementing a service catalog. We will also take a close look at who the key stakeholders are to ensuring a successful service catalog and what key metrics you should be using to measure performance and delivery.
RecordedApr 10 201347 mins
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Paul Kelsey, Kifinti Solutions Inc. & Mike Heberling, HEAT Software
Customer Service: Maximizing Service Management Beyond IT
There is a distinct need for a tech support staff with a desire for supporting customers with immediacy and social intelligence— creating a better connection in a digital world.
Both internal and external customers are utilizing more communication channels and more devices now than ever before. The mobile workforce, remote work, consumerization, increased self-service, and emerging technologies have all played a part in creating the demand for better ways to serve customers and users.
Join us for this Customer Service webinar & learn:
Instant information to clients
- Workflow to run based on known and secure criteria
- Voice system knows everything the Service Desk knows
Multiple communication channels
- Integration and capabilities
- Omni Channel
- Single message representation
- Repatriation of Call Centers
Voice of the Customer Score
- Personalization of Interaction and Routing
- Custom Surveys based on Service and Category
Auditing and Compliance
- Reporting on actual effort for Labor Law compliance
Who should attend?
- VP of Support
- IT Service Desk managers
- Desktop Support managers
HEAT LANrev was Highly Commended in the recent Computing Vendor Excellence Awards in London - Mobile Management category.
With the fragmentation of technology platforms and proliferation of mobile devices organisations today need a unified management approach for smart connected devices. Join this session to learn how HEAT LANrev can provide end to end multi-platform support for Windows, Mac, Linux, iOS and Android.
Andreas Fuchs, Senior Product Manager - HEAT Software | Mario Schwalm, Senior Systems Engineer - HEAT Software
In the one year since the launch, Windows 10 is off to the fastest start in Windows history, with over 350 million active devices. Are organizations reaping the productivity benefits, how far along are they in their migration efforts, what best practices have distilled around how to handle apps and carry out updates with Windows 10?
Join us on Tuesday, August 16th to find out the latest Windows 10 tips and tricks.
In the webinar, we'll explore:
•Windows 10 adoption rates
•Windows 10 provisioning process best practices (hardware refresh, legacy migration, self-service)
•Application configuration management and how to deal with Apps in the new AppStore
•Security: configuration, remediation, patching Windows 10 and protecting personal data
Join Tim Williams, Director of Product Marketing, for a 30 minute overview of HEAT LANrev for Unified Endpoint Management.
What exactly is HEAT LANrev? It is the industry-leading client and mobility management tool that covers in a single console:
- Complete Asset Inventory of hardware and software data points
- Automated patch management of Windows, Mac OS and third party applications
-Mobile Device Management for iOS, Android and Windows
-Software packaging and distribution to Mac and Windows devices
And much more!
Learn how LANrev automates and streamlines endpoint management across all form factors in your organization.
Steve Brasen - Managing Research Director, Enterprise Management Association
Are You Ready to Provide Multi-Device Support in 2016?
Enterprises are currently experiencing a major paradigm shift in how they support an increasingly mobile workforce, and 2016 is poised to be a critical year of change. Until recently, mobile device management solutions have evolved completely independent of more traditional PC lifecycle management platforms. However, as tablet and laptop form factors begin to merge and operating systems, such as Windows 10, are creating common software environments, the distinction between a PC and a mobile device is blurring. To effectively meet this rapidly changing world, IT organization must adopt management solutions that unify both PC and mobile device administration.
In this one hour webinar Steve Brasen, Managing Research Director from industry analyst firm, Enterprise Management Associates (EMA), joins Tim Williams, Director Product Marketing at HEAT Software to provide a prescriptive discussion on supporting multi-device environments in 2016. The presentation will leverage EMA primary research to reveal best practices and solutions necessary for any organization to maintain a competitive edge by boosting workforce productivity.
Topics of discussion will include:
•The unification of device platforms – what has happened and what we can expect
•Workforce reliance on multiple device types to perform job tasks
•Establishing centralized visibility across the entire client support stack
•Consolidating security policies to meet compliance requirements without impacting productivity
•Simplifying management so IT administrators are not overwhelmed in supporting the rapidly increasing number of devices
•Reducing the cost of operations through unified asset and license management
•Establishing a standardized user experience that ensures predictable and reliable access to enterprise resources from any device.
Windows 10 is here! Are you ready to deploy it in your organization or are you going to wait for any bug fixes first? Whether you are actively planning an enterprise-wide Windows 10 deployment or not, the influx of new devices onto the corporate network means you need to be able to manage them. Watch this video to learn how you can make the most of your OS migration.
David Mora, Senior Manager IT Support Services, HEAT Customer ǀ Mike Heberling, Solutions Director, HEAT Software
Many service organizations are handcuffed by rigid, overly complicated systems and processes. Service teams often need to access 3 to 5 disparate applications to help customers and users, limiting their ability to improve service delivery and satisfaction. IT or business changes further magnify the challenge when it leads to potential service disruptions, prompting a flood of customer and user calls.
In this webinar you’ll learn how this customer increased its flexibility and streamlined its operations to handle large demand spikes and improve call coverage — without increasing costs. Hear directly from David Mora, Sr. Manager, IT Support Services at the second-largest staffing company in the United States.
Mr. Mora will share how his organization was able to:
•Boost agent efficiency
•Increase customer satisfaction and loyalty
•Improve service responsiveness and coverage
•Increase focus on the goals of the IT, HR and Customer Service departments
•Handle a greater than 6-fold increase in daily call volume with no additional staff
Are you ready for the next wave in endpoint computing? It’s multi-platform, multi-device, mobile, virtual, - get ready to gain control!
Employees are no longer chained to desktops in one location, but constantly on the move, using a variety of devices, and accessing a multitude of applications. The dramatic growth of Apple technologies in the enterprise, coinciding with the growth of mobility, and the increase in employee-owned devices is making it more challenging for organizations to manage and secure their infrastructure.
Join our webinar to learn about the top challenges and 3 strategies to manage and secure your cross-platform environment and future-proof your organization for the next wave.
Randy Jessee, Director Product Management & Mike Heberling, Solutions Director Voice | HEAT Software Inc. |
Managing IT services has rarely been as challenging as it is today. Many IT organizations are being called upon to improve service levels while being asked to control costs. In this webinar, you’ll learn about three approaches IT organizations can take to streamline incoming service inquiries to improve productivity, efficiency and agility to handle escalating demands without increasing costs. Join us to learn more about how to:
• Cut the incident backlog
• Increase first call resolution
• Reduce mis-assigned tickets
• Create more self-service opportunities
• Modernize the user experience
• Focus more on business issues and outcomes
Andreas Fuchs, Senior Product Manager, HEAT Software Inc.
Windows 10 is here! Are you ready to deploy it in your organization? Whether you are actively planning a corporate Windows 10 deployment in 2015/2016 or not, the influx of the OS onto the corporate network with new devices means you need to be able to manage it. A smart Endpoint Management solution can help you both plan and deploy the new OS, as well as provide the capability to manage endpoints on the network that already have the new OS preinstalled.
With HEAT Software, preparing and managing a company-wide Windows 10 rollout is easier than you think! Let us show you how you can reduce time and money on your OS deployment with our 6-step Best Practices Approach. Sign up today.
EMA Analyst Dennis Drogseth and HEAT Software VP & GM Kevin J. Smith
Both the rules and the roles governing IT Service Management (ITSM) are evolving to support a far-broader need for inclusiveness across IT, and between IT and its service consumers. Join EMA Analyst Dennis Drogseth and HEAT Software VP & GM Kevin J. Smith to learn what extremely successful ITSM organizations do differently.
Some of the research highlights that will be covered in the webinar will be how:
· Cloud continues to be a game changer
· The move to support enterprise services changes ITSM rules and roles
· Mobility is seriously changing the ITSM game
· Demand for more unified and effective endpoint management is expanding requirements
Kevin J Smith, VP and GM Cloud Business Unit, FrontRange; Candice Peacock, IT Service Desk Manager at Total Wine & More
Industry trends strongly suggest that hybrid ITSM solutions are the wave of the future in ITSM. So why have analysts at Gartner predicted that 30 percent of the companies that are currently using cloud-based ITSM tools will go back to premises-based solutions by 2014? When it comes to choosing an ITSM solution, is a cloud-based model inherently superior? Watch this webcast to find out!
Jim Blayney, Director, Product Marketing, FrontRange Solutions
IT organizations are in constant pursuit of improved efficiency and service delivery to be able to truly enable the business. One of the critical building blocks in achieving optimized service delivery is the Service Catalog.
Many organizations by now have taken the first step and implemented a customer facing service catalog. The question now is how to realize and unlock its full potential, e.g. to truly understand what services are necessary, to analyze the services and to optimize the investment in the services that are being offered to end users.
In this session we will take a look at some of the key challenges and obstacles to implementing and optimizing a service catalog and how to transform a static service catalog into one that becomes a true extension and enabler to the business.
Jim Blayney, Director Product Marketing, FrontRange Solutions
The practice of implementing “Service Transition” processes such as Change, Release & Configuration Management poses many questions to those trying to make it all work together. One of the main questions confronted by many is “How can I get these all to work together?”
As part of this discussion we will try to provide clarity and address some of the daunting questions faced by many, as well as take a look at how Best Practice Automation can help you achieve a higher level of infrastructure control resulting in improved service quality and at a lower cost.
Michael Saad, TrustPoint Solutions, CTO; David Puglia, FrontRange, CMO
Solidifying a strategy for Electronic Medical Records Change Management can be a daunting and complex endeavor. Learn how to increase advanced technology adoption, to reduce implementation failure and to improve the clinical quality and business performance of healthcare organizations.
Join us for this webinar addressing the criteria for building a successful EMR Change Management IT strategy with insight on best practices and workflow design.
Attend and learn:
* Top challenges facing Healthcare CIOs
* Key IT strategic requirements for EMR
* Steps to a successful EMR IT Strategy
* Customer Success: How a large hospital deployed EMR Change Management
* Benefits of an IT partnership with FrontRange and TrustPoint
The FrontRange HEAT Service Automation solution provides the necessary automated and unified support, security, and control processes for all users and endpoints across the enterprise.To learn more, please check out this video.
Steve Brasen, Managing Research Director, EMA; Mareike Fondufe, Senior Product Marketing Manager, FrontRange
60% of organizations regard Mobility as critical to their business, yet only 15% are fully prepared. Find out the latest analyst findings on the state of Enterprise Mobility and see how you compare to your peers.
Few technology advancements have as rapidly and dramatically impacted business operations as the introduction of Mobility. The reliance on mobile resources has proportionally increased pressure on Service & Support teams and IT operations to deliver, support, and secure mobile services.
Together with market analyst Enterprise Management Associates (EMA), FrontRange has conducted a global survey on the state of Mobility in the Enterprise and its impact on Unified Endpoint Management and Service Management.
In this webinar, EMA Analyst Steve Brasen will review the survey highlights and share insights on the adoption of mobility best practices. Register today to find out the latest analyst findings and see how you compare to your peers!
FrontRange is a leading provider of Hybrid Service Management software solutions. With our suite of HEAT applications, FrontRange provides, from a single platform, Service Management and Unified Endpoint Management software on-premise and in the cloud. To learn more, please check out this Corporate Overview video.
The new generation of mobile technology is game changing for many organizations. Consumer devices are dominating a whole technology sector, and IT is struggling to deliver standardized services across old and new devices with a common user experience and within appropriate security and compliance guidelines. In this session, we focus on the key trend of Enterprise Mobility and the BYOD revolution and challenges that came with it and demonstrate how HEAT Client Management provides a unified EMM solution to efficiently manage physical, virtual and mobile devices across their lifecycle.
HEAT Software (formerly FrontRange) is a leading provider of Hybrid IT Service Management (ITSM) and Client Management/ Unified Endpoint Management software solutions for organizations of all sizes. With our suite of HEAT applications, HEAT Software is the only company in the world that provides, from a single platform, Service Management and Unified Endpoint Management software on-premise and in the cloud. HEAT manages millions of service interactions and millions of endpoints every day for thousands of leading organizations across IT, HR, Facilities, Finance, Customer Service, and other enterprise functions. Our customers deliver world-class service while maximizing operational efficiencies with reduced cost and complexity. HEAT Software is headquartered in Milpitas, Calif., and can be found at www.heatsoftware.com.