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The Road to Award-Winning KCS: A Case Study with Lowe's and Spectrum Health

The HDI Knowledge-Centered Support Award recognizes an organization that has successfully implemented or improved upon a Knowledge-Centered Support adoption. KCS is recognized as the set of knowledge management best practices within service management where knowledge is leveraged as an asset of the support organization. Attend this webinar to learn how the 2016 award winners, Lowe's and Spectrum Health, implemented world-class knowledge management programs. Chris Meadows (Lowe's) and Keelyn Vanderweide (Spectrum Health) will share:

* The state of their organizations before KCS
* The strategy for their KCS implementations
* The outcome, including lessons learned and the impact on the business
Recorded Feb 16 2017 62 mins
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Presented by
Chris Meadows, Keelyn VanderWeide, and Leslie Cook (moderator)
Presentation preview: The Road to Award-Winning KCS: A Case Study with Lowe's and Spectrum Health

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  • Risk the Change, or Change the Risk?: IT Change and Risk Management Recorded: Feb 20 2018 61 mins
    Greg Sanker, Roy Atkinson (moderator)
    Everyone knows changes are risky; change management is responsible for managing that change-related risk. In theory, it’s simple; in the real world, it’s a far cry harder. This webinar presents a straightforward approach to identifying and analyzing change-related risk, along with practical risk mitigation strategies that you can put to use in your organization right now.

    Attend this session to learn all about:
    * Identifying change-related threats
    * Assessing vulnerabilities
    * Determining risk
    * Risk reduction strategies
    * Prioritizing risk mitigation efforts
  • In Case You Missed It in 2017: The Velocity of Change Recorded: Jan 16 2018 60 mins
    Roy Atkinson
    "Change has never happened this fast before, and it will never be this slow again." –Graeme Wood

    Both the scope and velocity of change in the business world are at unprecedented levels. Technology is emerging and evolving faster than ever, and the ways business is getting done are changing almost daily. As technology changes, so do the goals, objectives, and capabilities of business units, including IT and technical support.

    In 2017, we saw the rise of bots and the promise of AI take center stage, causing disruption in how service management and support move forward. New and/or revised frameworks for accomplishing the work arose. The skills needed for the future are not the same skills that have served the industry well in the past. Metrics and measures are changing. Customer expectations are changing.

    As we begin the new year, decisions are being made about where to spend or withhold spending, about what technologies are necessary, and about how to be prepared and properly skilled to take on the continual state of change that is now the norm. In this webinar, we will explore some of the changes that surfaced during the past year and will impact the industry in the near term.
  • Taking the Service Desk to the Next Level: An Opportunity for IT Pros! Recorded: Nov 14 2017 61 mins
    Vincent Geffray, Roy Atkinson (moderator)
    As our industry transforms and matures, last century standards for cross-team communication become less and less efficient. And in today’s digital world, the tiniest technical glitch can have huge consequences—requiring swift and flawless communication. Whether it’s a datacenter outage, a cyber-attack, an application failure, or a manmade issue, they’re all critical events which support centers need to identify, categorize, and help coordinate cross-functional teams for timely restoration.

    Today, there’s an area where the role of the service desk continues to become more and more strategic when it comes to communication: Critical event management. So when IT hits the fan, will you be prepared to manage critical events? Are you using the right tools? Are you meeting your SLAs and complying with regulations?

    In this conversational webinar, HDI’s Roy Atkinson and Everbridge’s Vincent Geffray explore the challenges faced by modern team structures when it comes to interrupted or complex coordination during unexpected IT downtime events.

    What you’ll learn:
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    * Why not all incidents are equally important
    * Why the “one size fits all” support model no longer works
    * Solutions, ideas, and takeaways for critical event management

    Who should attend:
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    * Telecom administrators looking for solutions for rapid communications
    * Service management professionals responsible for business continuity and/or disaster recovery
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    * Any organization contemplating the adoption of a #DevOps culture
    * IT executives concerned about quality of IT services, response team performance, MTTR
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  • The Future of Self-Service: Empowering and Educating Customers Recorded: Oct 4 2017 56 mins
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    Customer service has changed a great deal over the last decade. Currently, one of the major trends has us all moving toward self-service—but organizations can’t simply put up an FAQ page and expect everything to fall into place. Sure, it’s supposed to help alleviate contact volume, but the ramifications of self-service on the support center go way beyond that.

    As part of our Customer Service Week festivities, we’ve assembled a panel of experts to discuss the current and future impact and demands of self-service.

    Join us to find out:

    * How to onboard customers to self-service
    - Walk-through guides, documents, videos, step-by-step rep involvement
    * The support team’s role in self-service
    - When to deflect to self-service vs. just solving the issue
    * The downstream impact of self-service, both positive and negative
    - Does it cause more complex questions or do customers begin to educate themselves?
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    Automation and artificial intelligence (AI) are on everyone's minds, but they don't completely understand the potential impact in 2017. What’s it really all about? With constant advances in technology leading to increasing possibilities, are organizations ready for these powerful changes? And how will it impact the way they handle IT service and support?

    Based on recent research by Samanage and HDI, this enlightening webinar will take you beyond the sensationalized headlines and paint a realistic, research-based picture of the impact of automation and AI on service management—now and in the near future.

    What you’ll learn:
    * How confident IT professionals are that AI will play an expanding role
    * How C-suite is thinking about process automation
    * What benefits IT departments see in automation
    * Which departments are adopting automation as a way of providing services
    * What technologies organizations are investing in
    * How is automation impacting jobs
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    According to HDI research, the volume of incidents is on the rise in most organizations. While new systems and devices are intended to assist an increasing customer base and create efficiencies, they often have the opposite effect.

    And with the demand for increased business velocity and emphasis on the customer experience, rapidly addressing delays and interruptions is more important than ever.

    In this webinar, HDI’s Roy Atkinson and Everbridge’s Vincent Geffray explore the research, discuss the financial and operational impacts, and share solutions for decreasing time to resolve, and managing on-call coverage.

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    * Using technologies to target and verify communications
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    Who should attend:
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  • Metrics, Measures, and KPIs Recorded: Jul 18 2017 62 mins
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    Join this free HDI webinar to learn:
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    •Why defining metrics is important
    •Why not all metrics are KPIs
    •Which are the right metrics to publish
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    Who should attend:
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    *Hiring managers who need to know about the challenge of finding and retaining multilingual analysts
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    Vincent Geffray and Roy Atkinson
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  • New Change Manager’s Survival Guide Recorded: Apr 18 2017 60 mins
    Greg Sanker
    If you’re new to change management, here’s the crash course you’re looking for. Even if you're not new to change management, you'll want to attend this webinar. We'll cover everything you need to know to survive your first 90 days in change management--and continue to thrive. Whether your organization is just getting started, or has an existing program in place, this session will cover everything you need to know for a successful start in managing IT changes.

    Topics covered will include:

    • What is change management and why do we need change it?
    • How can we show business value?
    • What are some pitfalls to avoid?
    • Getting business stakeholders engaged
    • Normal changes, Standard changes, and Emergency changes explained
    • The CAB meeting
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    Join us for an interactive panel-style discussion with three industry thought leaders, including awards finalists in ICMI’s prestigious Best QA/Customer Experience category.

    Attend this webinar to learn:

    * Practical ways to improve customer satisfaction
    * How improved CSAT scores can impact your bottom line
    * Unique strategies you can apply to deliver an outstanding customer experience

    Join us for this interactive and informative discussion—complete with best practices, practical tips, and live Q&A.
  • The Pursuit of Award-Winning Service Improvement: A Case Study from CGI Federal Recorded: Mar 30 2017 60 mins
    Shane Knipschild, Tom Wible, and Leslie Cook (moderator)
    The HDI Service Improvement Award recognizes an organization that has successfully implemented or improved one or more service offerings. Attend this webinar to learn how the 2016 award winner, CGI Federal, implemented world-class service improvements. Shane Knipschild and Tom Wible will share:

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  • Evolving Customer Support in a Shift-Left World Recorded: Mar 21 2017 61 mins
    Roy Atkinson and Peter Zeinoun
    More and more organizations are using the shift-left approach to support, bringing more complex work down to Level 1 and moving more repetitive work out into self-service. Likewise, more customers are seeking to solve their own problems before contacting support. With Level 1 work becoming more complex and more urgent for customers, remote support teams must optimize their processes and rethink their customer support strategies.

    In this webinar, HDI’s senior analyst, Roy Atkinson, will tell you why organizations are shifting left. You’ll discover how robust remote tools are enabling support teams in high-performing organizations to provide quick resolution to half or more of their issues.

    What you’ll learn:
    * Industry expert tips on how to run a more efficient, more cost-effective support center
    * Best practices for identifying when, where, and how to shift left
    * Actionable advice on leveraging remote support to improve the delivery of support across the support center and desktop support
    * Effective use cases for deploying technology to enhance the support teams value and optimize their role in a shift-left world

    Who should attend:
    * Support center managers seeking to improve the performance of their support centers
    * Desktop support managers seeking to familiarize themselves with the latest practices and tools
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  • The Road to Award-Winning KCS: A Case Study with Lowe's and Spectrum Health Recorded: Feb 16 2017 62 mins
    Chris Meadows, Keelyn VanderWeide, and Leslie Cook (moderator)
    The HDI Knowledge-Centered Support Award recognizes an organization that has successfully implemented or improved upon a Knowledge-Centered Support adoption. KCS is recognized as the set of knowledge management best practices within service management where knowledge is leveraged as an asset of the support organization. Attend this webinar to learn how the 2016 award winners, Lowe's and Spectrum Health, implemented world-class knowledge management programs. Chris Meadows (Lowe's) and Keelyn Vanderweide (Spectrum Health) will share:

    * The state of their organizations before KCS
    * The strategy for their KCS implementations
    * The outcome, including lessons learned and the impact on the business
  • The State of Incident Management Recorded: Jan 17 2017 60 mins
    Roy Atkinson and Vincent Geffray
    Lack of Automation Hinders Speed of Response to IT Outages and Incidents
    Incident management is one of the primary processes of a support center. In order to better understand the current state of this process—which gives insight into the state of IT in general—Everbridge conducted a survey of 152 IT professionals, seeking to better understand the frequency and severity of incidents.

    In this webinar, HDI’s senior analyst and an Everbridge practitioner will engage in an exchange of ideas and questions about the Everbridge survey and findings, also introducing elements of HDI’s own 2016 research findings. Some items under discussion will be:

    * The number of major incidents experienced
    * The effects of IT incidents and outages
    * The average cost of IT downtime
    * Response times for various support channels
    * Customer satisfaction with the support center
  • How Make-A-Wish America Delivers Seamless Remote Support in a Connected World Recorded: Dec 13 2016 46 mins
    Renee Dodson, Peter Zeinoun, Roy Atkinson (moderator)
    Make-A-Wish® grants the wishes of children with life-threatening medical conditions to enrich them with hope, strength and joy. In this session, Renee Dodson, Technical Support Specialist from Make-A-Wish America, and Peter Zeinoun from LogMeIn Rescue will present key trends impacting internal IT today and discuss real-world best practices to addressing top challenges through remote support, including:

    * How remote support helps enable Make-A-Wish® to fulfill its mission
    * Key trends of the mobile workforce
    * How to create seamless support experiences across channels and devices
    * Empowering tech support to deliver fast, efficient, and frictionless service
  • Sneak Peek: 2016 Desktop Support Practices & Salary Data Recorded: Nov 15 2016 61 mins
    Roy Atkinson and Peter Zeinoun
    In this webinar, HDI’s senior writer/analyst, Roy Atkinson, will showcase new data from the 2016 Desktop Support Practices & Salary Survey. This data, previously unpublished, will take a look at the technologies and trends in desktop support, with a spotlight on the importance of remote control and assistance.

    Some of the data featured include:
    * Frameworks and methodologies desktop support teams align with include ITIL, the HDI Support Center Standard, Lean, COBIT, and this year, DevOps
    * On average, customer satisfaction with desktop support exceeds customer satisfaction with the support center overall
    * The top five must-have technologies for desktop support include alerts and monitoring tools, and remote control
    * Remote control is used almost equally by the support center (81% of organizations) and by desktop support (80.6% of organizations)
    * 51% of organizations track desktop support tickets separately from other tickets
    * Nearly one-third of desktop support organizations are resolving 51-75% of tickets through remote support
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    Dana Olson, Chris Savio, and Megan Selva (moderator)
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    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.

    Attend this Customer Service Week webinar, presented by Dana Olson, senior IT manager at the Gavilon Group, to learn:
    • Which support channels customers are choosing
    • Why the combination of technology and people is more important than ever
    • What contributes to a great service culture in the support center

    According to the HDI 2015 Support Center Practices & Salary Report, 26 percent of the organizations that had an increase in customer satisfaction said that having a remote control tool was a factor in the increase.

    Chris Savio, a senior product expert from Rescue by LogMeIn, will show how Rescue can facilitate connecting with customers on multiple platforms to resolve issues quickly and easily utilizing remote control software, whiteboarding, system diagnostics and push configurations.

    Who should attend:
    • IT service desk managers and leads
    • Desktop support managers and leads
  • What Will an ITSM Pro Look Like in 2020 and How Will We Get There? Recorded: Sep 20 2016 60 mins
    Matt Hooper and Roy Atkinson (moderator)
    Industry luminary Matt Hooper will present information, statistics, and thoughts on where the ITSM pro needs to be by 2020. This look at how the future of service management will change the requirements (elements of Agile, DevOps and Lean) for service and support managers and staff will include an exchange of ideas between Matt and moderator Roy Atkinson, and will allow time for questions from the audience. Matt will also show how a modern ITSM solution enables this transformation.

    Who should attend:
    • IT service managers
    • Support center managers who are looking at future requirements
    • Desktop support managers
    • Anyone in IT service who wants to develop a better understanding of where the industry is going
  • Understanding Dependencies: Better Service Through Configuration Management Recorded: Aug 16 2016 52 mins
    Ryan Ogilvie, Joy Su, and Roy Atkinson (moderator)
    Configuration management is about what you have, but in order to produce better business outcomes, it should also help you understand what your configuration items (CIs) are doing. To better manage IT services, you should know:

    • Detailed information about your CIs
    • Services those items support
    • How CIs relate to each other and to your services

    In this webinar, ITSM consultant Ryan Ogilvie and BMC’s Joy Su, on behalf of BMC partner RightStar Systems, will provide you with the reasons and the ways in which your asset discovery efforts can lead to a better understanding of your systems and services.
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  • Title: The Road to Award-Winning KCS: A Case Study with Lowe's and Spectrum Health
  • Live at: Feb 16 2017 6:00 pm
  • Presented by: Chris Meadows, Keelyn VanderWeide, and Leslie Cook (moderator)
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