|
|
| Webinar: Creating the WOW Customer Experience: Delivering Support Capabilities to Exceed Expectations |
Thursday, September 25, 2008, 11:00am PT / 2:00PM ET
Today, your customers expect instant gratification and open interaction. That means:
*Knowledge-enabled self-service
*Interactive support options including forums
*No phone queues and cumbersome touch-tone menus
*Expert sales and support agents
Join industry guru Pete McGarahan and Consona CRM's Michael Tarbet as we explore the changing landscape of customer expectations, the technology needed to meet those expectations, and the right metrics to measure. All attendees will also receive a copy of the white paper, "The Future of the Customer Experience".
Register today!
|
|
[Full Article]
Sep-03-2008 |
| Achieving Change Management from a Business Perspective |
Your IT department will benefit from an effective and disciplined IT Change Management process. The business will benefit from a change process designed from a business perspective. This approach to IT management leads to enhanced business continuity and service levels. This SupportIndustry.com webinar, conducted by Pete McGarahan and FrontRange Solutions, examines IT and ITIL best practices for managing change across the entire IT infrastructure. As your organization advances from a reactive to proactive approach to IT – you need more visibility of the infrastructure and control of changes. It is no coincidence that 80% of all outages are due to change, and that roughly 80% of the IT analyst’s time is spent trying to recover from unauthorized changes!
In this webinar, you will learn:
-- Why the first question during a system outage should be “What Changed?”
-- Why formal and controlled IT Change Management is a high priority for the business
-- The metrics that matter most for IT and the business
-- Positioning IT Change Management on your ITSM Roadmap
-- Changing the IT Culture to adopt and adapt to this formalized process for implementing change
-- The business speaks – real life stories regarding change gone badly!
Register today!
|
|
[Full Article]
Jul-17-2008 |
| Proving the Business Case for Implementing the IT Service Catalog and CMDB Together |
Many organizations recognize the benefits of ITIL, but struggle with how to effectively and practically implement it within their service organization. Following an ITSM Roadmap can help. This SupportIndustry.com webinar, conducted by Pete McGarahan and FrontRange Solutions, will examine the business case and business value for implementing an IT Service Catalog, in conjunction with the CMDB, as a core part of your service management implementation.
In this one hour webinar, you will:
-- Discover how to establish realistic goals and objectives for your strategic IT Service Management Roadmap.
-- Understand the essential CMDB details necessary to support the critical business services (contained within the IT Service Catalog).
-- Obtain practical tips to better align IT service metrics with business metrics.
-- Learn the necessary steps to ensure your "front-office" and "back-office" are cohesively working together.
-- Walk away with a plan of action to begin your service catalog initiative.
-- Hear what service management challenges and successes your peers are facing via our live attendee polling throughout the webinar.
Register to listen to the archived version today!
|
|
[Full Article]
Jul-15-2008 |
| Putting the Business First – A Service Approach to Delivering Value |
High performance IT organizations KNOW the impact their service delivery has on the bottom-line business. They are disciplined to focus on what matters most to their customers – ensuring availability of critical business systems, prioritizing response resources when services are disrupted, and expediting resolution and recovery.
In this archived version, listen to SupportIndustry.com, Pete McGarahan and FrontRange as they frame the foundation for becoming a high performance IT service delivery organization. It starts with a business aligned strategy and transitions to cultural organizational change, new roles and responsibilities and tools that have the ITIL processes built in, avoiding costly customizations.
|
|
[Full Article]
Jul-14-2008 |
| Services Industry Summit - Palazzo Hotel, Las Vegas, NV : October 6 – 8, 2008 |
Hosted by Service Strategies, this industry event is your perfect opportunity to share best practices and learn how world-class companies are improving their professional service and customer support and organizations. Don’t miss this unique content focused industry event. Industry luminaries will share their insights through informative presentations packed with information and ideas you can put to use right away. The event will also include pre-conference workshops and an executive discussion forum.
For more information, contact Service Strategies by phone at 858.674.4864 or 800.552.3058 - Toll Free in North America, email info@servicestrategies.com or visit the link below for event details, pricing and registration information.
|
|
[Full Article]
Jun-14-2008 |
|
|
