When it comes to technology migrations, the Boise State University customer support team has the formula down. They transitioned from Windows XP to Windows 7 a few years back, a move that helped them establish a solid framework for rollouts; they’re now using that framework to prepare for a Windows 8.1 migration in 2014. By leveraging good project management practices to manage change, these transitions have minimized disruptions for students and faculty and facilitated a smooth transition for the service desk. Whether you’re migrating to Windows 8.1, implementing a new password security tool, or transitioning from an on-premises solution to a cloud application, you can take Boise State’s framework and lessons learned and apply them to your next major technology change.
RecordedDec 17 201362 mins
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Managing languages is a significant challenge for most service desks.
To arm leaders with data and insight, join HDI and Lionbridge as they unveil the results of the industry’s most comprehensive research study on the topic, based on feedback from more than 350 support centers.
Register to learn:
*The impact of multilingual support on quality metrics
*How best-in-class organizations provide multilingual support
*Strategies to meet your organization’s specific language and channel requirements
Who should attend:
*Support center managers and directors who are faced with language challenges
*Hiring managers who need to know about the challenge of finding and retaining multilingual analysts
What’s going on? How long will this last? What should we be doing about it? If you’ve ever had a major incident impact users throughout your organization, chances are you’ve heard those questions before. Your IT team may already be trying to diagnose and correct the issue, but the questions just keep coming…
Customers and end users just want to make sure you’re aware of the issue. But when hundreds—even thousands—try to contact the service desk, it’s referred to as a call storm. And the inability to properly weather it increases the urgency end users feel.
HDI’s Roy Atkinson and Everbridge’s Vincent Geffray have successfully navigated through their fair share of call storms. In this interview-style webinar, they’ll show you how you can too—and even share ways to prevent them from happening in the first place.
What you’ll learn:
- What creates a call storm
- Ways to rapidly communicate to all users
- How to optimize incident management to reduce MTTR and mitigate call storms
- Using technologies to target and verify communications
- Preventing future call storms
Who should attend:
- Support center managers who need to know how to handle major incidents and outages
- IT directors who want to better understand available means of communication, even in an outage
- Anyone in IT service and support wanting to improve the performance of their support center when outages happen
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
• Avoiding bureaucracy
Kristin Monaco, Anne Palmerine, Kristy Powers, and Erica Marois (mod)
Customer satisfaction (CSAT) is one of the most commonly used contact center metrics. In fact, ICMI research estimates that you’ll find CSAT on 87% of contact center dashboards. Measuring satisfaction is straightforward, but acting on that data to improve the customer experience isn’t always easy. Want to know a few secrets to raising CSAT scores? Some of our 2017 ICMI Global Contact Center Awards finalists are ready to share their best tips.
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.
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:
* The state of the organization before CGI Federal launched its service improvement initiative
* The strategy for CGI Federal's service improvement initiative
* The outcome, including lessons learned and the impact on CGI Federal
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
* Anyone in technical service and support seeking a better understanding of remote support capabilities
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
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
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
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
Dana Olson, Chris Savio, and Megan Selva (moderator)
In research conducted by HDI and Robert Half Technology on the technical support center of the future, industry professionals said they need a staff with a passion for supporting customers and with social intelligence—a human 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.
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
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
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.
Pete McGarahan, Vincent Geffray, and Roy Atkinson (moderator)
What happens when your organization suffers a critical, high-impact incident? Who needs to be involved, and how will you communicate with them? Do you currently have a plan—and how often do you update it?
In this webinar, sponsored by Everbridge, Pete McGarahan and Vincent Geffray will share best practices, case studies, and frameworks for:
• Preparing for your next major incident
• Managing major incidents in your IT organization
• Mapping your critical incident processes
Join us for this interactive and informative hour, complete with audience polls, downloadable resources, and live Q&A.
What’s being insourced and outsourced these days in the tech support industry? Why? Find out in this webinar, where you’ll take a deep dive into data collected through one of our recent annual surveys. With takeaways for both internal technical support managers and outsourced technical service providers, you’ll find out what HDI research says about outsourcing practices for support organizations, including support center and desktop support functions.
Given ITIL’s ability to integrate with other forms of complementary best practice guidance, it makes sense to complement ITIL with a proven, well-established standard of best practices for support centers. That complementary guidance is the HDI Support Center Standard.
Attend this webinar to learn more about how ITIL and the HDI Support Center Standard can help your support center rise to meet the challenges of an increasingly global, less platform-centric technology landscape.
Organizations are growing and changing, often adding support center locations in faraway places or embedding support in different business units. How can managers do their jobs effectively across time zones and cultures? When being face-to-face with staff is not a viable option, how can a manager get to know people, and vice-versa? What tools can be used to bring far-flung offices together and maintain a culture of service excellence? How do you handle management of IT incidents and requests across distributed teams?
Join an IT service desk manager in a 24x7, follow-the-sun operation, as he shares insights into these and other questions about managing a distributed workforce.
The time has come for your organization to replace a key piece of technology. Senior management is on board, and money is available. Your frontline staff is thrilled that their tools will be updated. Now what?
Good technology and services cost good money, and tight budgets require planning and justification for expenditures. This webinar will explore:
- What are RFPs, and why might you use one?
- Do you need an RFP?
- What needs to be in it?
- How do you make the business case for a new tool?
- To SaaS or not to SaaS?
- How do you do a risk assessment? Determine ROI?
Join us as we explore this topic and suggest some solutions to help you get the right tool with just the right amount of effort.
Catalog sprawl, or the existence of many service catalogs in a single organization, was identified as a problem by 66 percent of respondent organizations in recent HDI research (a further 19 percent identified it as "somewhat of a problem"). However, even though many organizations consider it to be a problem, they haven’t begun to address it. Why? The primary reason is lack of sponsorship from IT leaders, even though many benefits—including increased end-user productivity—have been identified. In this webinar, Doug Tedder will examine the political and cultural challenges associated with catalog sprawl and answer the following questions:
- What is “service catalog sprawl”? Where is it typically found? What are the contributing factors?
- Is it worth fixing?
- Is it IT’s job to fix it?
In this webinar, Joe Ardizzone will present on the ins and outs of—and particularly the best practices associated with—alerts and monitoring. Both practices are typically associated with critical events and major incidents, but what are the possible applications of alerts and monitoring practices in day-to-day operations? How can your function use alerts and monitoring to help support become more proactive? In addition to exploring these questions, you'll also learn more about:
- What happens when an application shows an alert
- The steps you should take when you receive an alert
- How your function (data center/NOC) can work closely with support to resolve issues before you start receiving calls
Proactive monitoring and alerting can improve support and the customer experience—join us and learn how!
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