Agenda - Digital Employee Experience ITSM Tools Day
10:00 - 10:05 - Welcome
A welcome from our event host, John Noctor.
10:05 - 10:30 - ITIL Accredited Tool Vendor Programme
Dmitry Isaychenko, Portfolio Director/Partner Programmes, PeopleCert'
'Meet The Only Official ITIL Accreditation for ITSM Tools'
Discover how PeopleCert's ITIL Accredited Tools Registry can help you make more informed decisions and reduce risks when selecting a new tooling option for your service.
1. Why do we accredit tool vendors?
2. What does this accreditation mean for tool buyers?
3. What is the value for tool buyers?
4. How can you benefit?
Learn more about ATV and discover the list of accredited tool vendors at https://atv.peoplecert.org/tool-vendor-accreditation/
10:35 - 11:00 - ManageEngine Software Demo
Zephaniah B, Product Specialist, ManageEngine
'Boost digital employee experiences with end-to-end service delivery automation'
A key driver for superior employee experiences is to increase the self-reliance of employees so they don't need to wait for the IT service desk to assist with simple requirements or issues that hinder their work momentum. And IT self-service automation plays a significant role in the gradual journey towards empowering employees beyond simple IT assistance.
In this session, we will focus on how ServiceDesk Plus can deliver exceptional self-service experiences through the platform's workflow automation capabilities. Also, the session will showcase how our AI-powered virtual agent can converse simply with end users to resolve their low-level incidents.
Key takeaways of the session:
Design conversational service request experiences with an AI-powered virtual agent on a visual canvas.
Build end-to-end automated workflows that can be triggered for precise service desk operations.
Establish tier zero support that can try to auto-remediate L1 incidents before escalating to a technician.
Leverage end-to-end automated workflows to automate service requests such as software accesses.
11:05 - 11:30 - Freshworks Software Demo
Jenna Policow, Senior Enterprise Account Executive & Dennis Wahome, Senior Solutions Engineer, Freshworks
'Freshservice. Maximising Your IT Investments Across the Organisation'
According to a recent Gartner study, organisations that implemented enterprise-wide service management solutions saw a 30% increase in employee satisfaction and a 25% improvement in operational efficiency.
Join us for this insightful session where we'll explore how you can leverage your IT service management investments to extend best practices beyond IT and into your business teams, including HR, Finance, Facilities, and more. Discover the benefits of unifying service management across your entire enterprise, such as enhanced employee experiences, improved productivity, and a greater return on your service management investments.
With the power of gen AI, you now have the opportunity to revolutionise service management across the organisation, enabling agents to concentrate on what truly matters to your business.
In this session, you'll learn how Freshservice from Freshworks enables you to create an AI-powered, unified service management experience for both IT and business functions. We'll cover how IT and other business departments can collaborate to resolve employee queries instantly, automate tasks, streamline workflows, and personalise interactions.
Key Takeaways:
- How to unify service management across your enterprise.
- The benefits of AI-powered service management.
- Strategies for enhancing productivity and employee experience.
- Real-world examples of successful service management implementations across various business functions.
Don’t miss this opportunity to unlock the full potential of your service management investments. Register now to secure your spot and transform your organisation's service management practices.
11:35 - 11:45 - Break
A quick break for snacks, before the programme resumes.
11:45 - 12:10 - HaloITSM Software Demo
Jake Silverthorne, Account Executive, HaloITSM
'Driving User Experience: Collaboration Tools and Enterprise Service Management'
Jake will demonstrate how HaloITSM seamlessly integrates with enterprise collaboration tools to empower communication. Join Jake to discuss the importance of technological communication and a ‘how to’ on streamlining efficiency across the modern, hybrid-work environment.
12:15 - 12:40 - TOPdesk Software Demo
Daniel Carter, Business Development Manager, TOPdesk
'Gain the recognition your IT team deserves with TOPdesk'
Gain the recognition your IT team deserves with TOPdesk, winners of TrustRadius TopRated and Gartner Peer Insights Customers’ Choice award
Delivering consistently great IT services should be easy – even when you’re busy. It’s why we made TOPdesk: a platform that simplifies life at the IT service desk, so you have more time for the work that wows.
Our service management solution combines an out-of-the-box, ready-to-use tool with in-house experts, helping you achieve your IT and service management goals step by step. From our easy-to-use Self-Service Portal and knowledge management items, to asset management and comprehensive reporting – we’ve got you covered.
Let us help you improve, one step at a time.
How can IT service management help improve your digital employee experience? By implementing a robust ITSM solution you’re setting the foundation for great experiences for your employees, whether they’re operators or end users.
12:45 - 13:10 - SymphonyAI Software Demo
Ikram Aslam, Sales Director - Europe & Helen May, Senior Solutions Engineer - Europe, SymphonyAI
'Taking the friction out of the ITSM for you and your processes'
Transform the complexities of IT Service Management and enhance the digital employee experience with the power of generative AI and automation. Join us to explore how SymphonyAI's Apex platform can revolutionise your IT management, achieving up to 50% faster resolution times.
Discover how the designer portal enables the creation of complex workflows with ease, allowing you to roll out new services swiftly using its low-code/no-code platform.
In this webinar, we will demonstrate the employee onboarding process and show how you can easily adapt this to match your internal processes and requirements,
Join our experts, Ikram and Helen, to see how you can lead your service desk into the future.
13:15 - 13:30 - Break
A quick coffee break
13:30 - 13:55 - SysAid Software Demo
SysAid Software Demo
14:00 - 14:25 - Nexthink Software Demo
Matt Rose, Senior Product Marketing Manager, Nexthink
'Harnessing the power of AI to optimize digital employee experience (DEX) with Nexthink'
With rapid developments in artificial intelligence, it’s easy to picture a world where IT Teams don’t need to drown in a list of logs, because it’s already here today. Nexthink uses AI to help organizations make the shift from reactive to proactive to preventative IT management, resulting in continued improvement in digital employee experience and productivity.
Part one of this 30-minute session will show you how Nexthink customers are leveraging AI TODAY to make informed decisions for their companies, faster. Helping save IT teams time and money with new DEX capabilities such as:
· Cloud Intelligence – evaluate employee experience with AI driven analysis.
· Binary, Device & Application Insights – troubleshoot at scale by leveraging AI to instantly compare single user problems to millions of others like it.
· And many more – a sneak peek into the future of AI for DEX with Nexthink.
Part two will demonstrate the undeniable benefits of IT management through Nexthink Assist, the first AI-powered virtual assistant for DEX.
Teams that harness AI technology will revolutionize digital employee experience faster and more efficiently. You can’t afford to wait. Join us on August 1 to learn more about starting your AI-powered DEX journey with Nexthink. Register now.
14:30 - 15:00 - Live Q&A Session
Ask our software experts your questions about tool selection, implementation and automating more.