Webinar archive

The truth about Service Catalog

Hornbill's Patrick Bolger introduces Barclay Rae, specialist ITSM consultant.

Barclay will provide practical advice, discussing his Simple 7 Step Process to approach and implement a successful Service Catalog.

Attend this webinar for a detailed understanding of:

• the value of a Service Catalog from both an IT and business perspective
• advice on how you can overcome the inevitable challenges
• common misconceptions dispelled
• Barclay's sample model for calculating the benefits and savings

Plus, Supportworks customer, Nicola Lowther will share how NEP Shared System Group now handles 100% of requests through a comprehensive Service Catalog. Nicola will discuss their approach to implementation, the efficiencies achieved and lessons learnt.

Using ITIL to make your IT department fitter and healthier
This webinar will help you understand how to take the first steps towards adopting the ITIL framework. Using research from an international survey on ITIL adoption, the webinar explains how you can easily achieve quick wins using the most commonly adopted processes. Bite-Size ITIL can enable your team to work smarter not harder, to improve service quality.

Eliminate the incident resolution gap with secure remote support

This enlightening session will examine the key business advantages of a secure, collaborative remote support solution from your service desk.

Discover how you can leverage your entire support organisation to resolve incidents and enhance the customer experience.

Plus, witness a demonstration of how Supportworks integrated with BOMGAR can help your organisation eliminate the incident resolution gap.

Help yourself to a better customer experience

The last few years has seen a significant shift in the willingness of consumers to do things for themselves. When their needs are complex, or urgent, they often prefer to speak to a person, but given the choice, consumers prefer to book flights, make purchases, or manage their finances using self-service channels.

Using self-service means we don't have to wait in line; our service expectations can be met and we can get things done, even outside office hours, when the phones are not manned. In turn, the service provider can reduce the number of routine calls, creating the capacity to focus on interactions that offer greater value.

The same principles that underpin self-service offerings in the commercial world also hold true for IT service desks, y et uptake remains low. This session will highlight common barriers and expose the myths around introducing self-service, using examples from IT organisations that are reaping huge benefits. Hear how one IT organisation went from initial resistance, to increased customer satisfaction and improved service desk effectiveness, with 73% of all incidents and service requests logged through self-service.

Benefits

• Improve service performance
• Reduce the cost of service provision
• Extend service hours
• Enhance customer satisfaction
• Reduce call volumes
• Staff able to focus on resolution
• Improve service desk morale

The seven habits of the highly effective service desk
This session will look at the practices of highly effective service desks and discuss the behaviours they adopt to ensure they deliver value.

Proactive ITSM

Hornbill with guest Eveline Oehrlich, Senior Analyst, Forrester Research: cut costs and improve service, a 7 Point Plan for Proactive ITSM.

In the current economy, a focus on cost reduction measures to meet budget cuts goes hand-in-hand with the need to maintain customer service levels. Don't wait for the axe to fall on IT!

Proactive ITSM presents advice on the optimisation of IT assets and resources; a series of constructive steps based on ITIL principles which any organisation can implement immediately, regardless of its service management maturity.

If you are interested in creating a service delivery organisation with a competitive edge, this is a can't-miss event.

Password reset webinar
How much time and money are you wasting on password resets?

• Gartner, Inc. found that password resets can account for up to 30% of all calls to the Service Desk,
• Industry findings suggest that the average cost for a single password reset could be as high as $100,
• The average time to resolve a forgotten password request can vary from 1/2 hour to the next day, causing a lot of downtime.

Supportworks Password SelfService can be integrated with any service desk software. This web-based solution enables users to reset their passwords 24/7, eliminating the need for support from the IT service desk.

Can just about anyone work on a service desk?
Is it a profession or just a job?

• Has Customer Service gone out of the window with the adoption of ITIL?
• How do you set the Standard?

This webinar is aimed at all service professionals and discusses the importance of customer service in the current climate.

EMA & Hornbill present: "The Service Catalog and the CMDB/CMS: Tools for Moving from Technology to Service Focus"
Two big steps in service management deployment are the development of the service catalog and Configuration Management Database (CMDB / CMS). Both require a service model based on business requirements and can significantly enhance ITSM maturity. Join this webinar to discover the state of adoption, pitfalls to avoid and planning and implementation tips to help you create a service delivery organization with a competitive edge.

"Bite-Size" Steps to ITIL Success

Our Bite-Size Steps to ITIL Success webinar includes tips for assessing and implementing the key and most common ITIL processes and establishing Quick Wins. This webinar also includes an invaluable outline that will help you make a Business Case for ITIL investment.

• Gain tips on how to start your ITIL journey and improve service delivery
• Make a Business Case for ITIL
• Discover how adopting ITIL can quickly deliver ROI