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ITSM Academy

Webinar Archives

How to improve Customer and Employee Experience with IT Service Management

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Presenter: Chris Gallacher, Principal Consultant, Forrester Research - Complimentary Webinar

How to improve Customer and Employee Experience with IT Service Management

Register Today

How to improve Customer and Employee Experience with ITSM

Please join us as Chris Gallacher provides the latest insights on how to assess and mature your IT services and capabilities by adopting industry best practices to enhance your Customer’s Experience by evaluating and addressing your Employee’s Experience.

  • The slide deck will be available the morning of the webinar
  • The recording of the session will be available post webinar

Motivated by the ideas presented? Print a Personal Action Plan to capture them.

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  • Experience
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  • Webinar

ITIL® 4 DSV - Drive Stakeholder Value

Presenter: Donna Knapp, Curriculum Development Manager, ITSM Academy - Complimentary Webinar How to Create a Great Customer Experience A key activity in the ITIL 4 service value chain is 'engage'. One reason why this activity is particularly important is that it represents the start of the customer journey. The most successful organizations understand and master the customer [...]

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ITIL® 4 HVIT - High Velocity IT

Presenter: Donna Knapp, Curriculum Development Manager, ITSM Academy- Complimentary Webinar Digital has changed everything! It has enabled organizations to introduce new business models and to significantly change how they do business. Most importantly, it has changed expectations regarding the development, delivery, and use of digital technologies. Speed is crucial, but not at the expense of quality [...]

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ITIL4 and ServiceNow

Presenter: Mario Vivas, CEO, River Horse- Complimentary Webinar ITIL4 is out and everyone is eager to learn about the updates this release introduces. This session will summarize the key changes that ITIL4 presents with a focus on the more operational processes that organizations deliver on a day to day basis (Incident, Problem, Change and so on). [...]

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Adding Value with Change Management

Presenter: Vicki Rogers, Senior Manager of Change, Georgia Tech - Complimentary Webinar Learn how Georgia Tech adopted the IT change management process (AKA change enablement practice in ITIL v4), designed to help control the life cycle of strategic, tactical, and operational changes to IT services through standardized procedures. In this webinar, host Vicki Rogers will briefly describe [...]

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ITIL 4 Guiding Principles

Presenter: Rose Gibson, ITSM Academy Complimentary Webinar

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Is this the End of ITIL? NO, it is the end-to-end of ITIL!

Presenter: Paul Wilkinson, GamingWorks Is this the End of ITIL? NO, it is the end-to-end of ITIL! As we celebrate the first year anniversary of ITIL 4, enterprises are working their way to understand and clarify the full impact and value of the update. Do these questions sound familiar to you (or have you asked them yourself?): "ITIL [...]

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Artificial Intelligence (AI) & The Future of Employee Service

Presenter: Dan Turchin, Astound The bots are coming… but not to take your job. Learn how and why AI and machine learning are making humans better and how organizations like McDonald’s and adidas are delivering better service today. Astound co-founder Dan Turchin will discuss the future of AI in IT and provide actionable tips that will guarantee [...]

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The Future of Service and Support: "A Brave New World"

Presenter: Jeff Rumburg, Managing Partner at MetricNet IT Service and Support organizations worldwide are moving aggressively towards new business models. ITIL 4, AI, and hiring practices that place a premium on business skills are radically altering the landscape of the industry. A bright future awaits those who are prescient enough to embrace these industry megatrends, while [...]

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The Evolution and Future State of the Service Management Office

Presenter: Jeff Jensen, ITIL Expert, PMP, CPDE, DevOps Leader With the continued adoption of best practice frameworks and new ways of working (including Agile, DevOps, Lean, and now ITIL 4), the purpose, scope, and objectives of the Service Management Office need to evolve. In the August webinar, Jeff Jensen will examine the current state of the [...]

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