Customer Enablement Seriesassyst customer on demand webinars

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We are pleased to be able to share with you our on demand webinars that were recorded as part of our Customer Enablement Series. Follow the links below to access on-demand versions of previous webinars and training sessions.

 


 

Software Asset Management

IT Asset Management (ITAM) and IT Service Management (ITSM) share the same goal – managing technology to deliver business value. They’re part of the same machine, so it makes sense to help IT Asset Managers work in harmony with IT Service Managers – sharing tools and information to improve efficiency of IT operations and deliver more value to the business at a lower cost. That’s why we’re continually evolving the ITAM capabilities of our assyst product - to help you deliver more business value from technology.

 

Join us as we discuss how assyst, the first tool verified for all 16 PinkVERIFY™ processes, can help you enable greater IT operation efficiencies and higher business value by controlling both IT Service and Asset management in one integrated solution.

 

Session Speaker Date Watch the session

Customer Webinar


Laura Herr
ITAM Product Specialist, Axios Systems

Mike Stickle
Business Solution Consultant, Axios Systems
 
November 2016 Watch

Training Session


Laura Herr
ITAM Product Specialist, Axios Systems

Mike Stickle
Business Solution Consultant, Axios Systems
 
November 2016 Watch

 

 

Partnering With Axios

Success in ITSM is all about the right balance of people, process and technology. We've created this webinar to show you how we can work in partnership to create a tailored program that ensures your ITSM implementation is a success.

 

In this session you will see:

 

  • The benefits of working in partnership with Axios and the services available to you.
  • An update from Service Operations Manager, Marc Marenghi, on the steps the Service Desk is taking to improve your customer experience.

 

Session Speaker Date Watch the session

Training Session


Karen Adornetti
Solution Architect, Axios Systems

Marc Marenghi
Service Operations Manager, Axios Systems
 
October 2016 Watch

 

 

Did you know….ways Axios can help you grow

The assyst product is just one of many pieces that Axios offers to support you in your Service Management journey. Utilizing these resources can help you get to the next level in your use of the product and ITSM maturity. This session is focused on highlighting the various ways Axios & assyst can help you move the needle in the right direction.

 

This will include information on:

 

  • Integrations
  • Service Value Index Assessment
  • Continuing Education
  • Healthcheck
  • Process Review
  • Joint Marketing Sessions
  • Customer Connect
  • Usage Interviews
  • Customer Enablement Series
  • LinkedIn Axios Professionals Group
  • Known Error Database

 

Session Speaker Date Download slidedeck

Training Session and Roundtable Discussion

Karen Adornetti
Solution Architect, Axios Systems
September 2016 Download

 

 

Improving Your Support Team’s Effectiveness

Implementing a new ITSM application, or upgrading to the latest release is only a small part of the journey to improve overall Customer Service. Organizations often miss a golden opportunity afforded to them at various milestones along the way to improve team performance through soft skill development and organizational change.

 

During this session we will:

 

  • Examine management techniques that can be used to improve team consistency
  • Examine how CSI can be used to get support on board with change
  • Discuss organizational approaches to improve various KPI’s
  • Examine areas in assyst that are often overlooked, but can improve support effectiveness

 

Session Speaker Date Watch the session

Customer Webinar

Martin Fraser
ITSM Consultant, Axios Systems
August 2016 Watch

 

 

Improving Communication with the Business

A starting point for IT effectiveness is better communication between IT and the business. They need to sit down and talk to each other, breaking down barriers. Quite often IT puts in place what it thinks the business needs, which can be a million miles away from reality. It’s a two-way process, and the business must involve IT management at an early stage, explaining what it wants and why.

 

In this session, we will share steps on how to improve communication with the business. We will also have a customer success story to share with you on ways they were able to reduce noise and improve communication internally.

 

Session Speaker Date Watch the session

Customer Webinar

Martin Fraser, Axios Consultant and Steve Betker, System Administrator at Merrill Corporation April 2016 Watch

Training webinar

Karen Adornetti
Solution Architect, Axios Systems
May 2016 Watch

 

 

Service Catalog

In the past, IT organizations have seen service catalogs as silver-bullet solutions to IT problems, driven by the need to improve internal IT metrics. But this inward-facing agenda doesn’t address today’s business challenges, such as supporting mobile devices, orchestration and cloud provisioning, non-IT services and a 24×7 global workforce. A properly-built service catalog will empower end users to log their own service requests via an automated web portal, saving the service desk the headaches that come with uptake and downtime.

 

In this session, Phil Trant, Managing Consultant here at Axios Systems shares:

 

  • The key steps to building, launching, and maintaining a successful Service Catalog that meets the needs of the organization as a whole.
  • Examples of how Fife Council have used their catalog to help streamline IT operations, reduce costs, improve business value from services and increase customer satisfaction.

 

Session Speaker Date Watch the session

Customer Webinar

Phil Trant
ITSM Consultant, Axios Systems
March 2016 Watch

Training Webinar

Karen Adornetti
Solution Architect, Axios Systems
March 2016 Watch

 

 

CMDB

The assyst solution lets you manage the full lifecycle of assets, services and support events in one integrated application. Through information sharing between IT Asset Management (ITAM) and IT Service Management (ITSM) processes, assyst helps you realize optimized cost and performance benefits in both of these key IT areas. Every asset can be recorded in a service-oriented context, which can show exactly how each asset fits into the technology stack and what it means to the business.

 

In this session, Joshua Smith, ITSM Consultant here at Axios Systems, and Laura Herr, ITAM Specialist, will share the key steps to building, automating, and maintaining a successful Configuration Management Database (CMDB) that meets the needs of the organization as a whole. Jim Sheats, Tech Ops Advisor at FedEx Express and Corrine Siba, Manager of IS Operations at Plains Midstream Canada, will share with you how their CMDBs helped to reduce costs, reduce risk and optimize software licenses.

 

Session Speaker Date Watch the session

Training Webinar

Karen Adornetti
Solution Architect, Axios Systems
Dec 2015 Watch

Customer Webinar


Joshua Smith
ITSM Consultant, Axios Systems

Jim Sheats
Tech Ops Advisor, FedEx Express

Corrine Siba
Manager of IS Operations, Plains Midstream Canada
 
Nov 2015 Watch

 

 

The latest and upcoming features in assyst10 SP7

In this webinar, Cathi Davey, Chief Solutions Architect here at Axios Systems, will showcase the new features that have been introduced to the product in 2015. We will cover three main themes, including user experience, performance and flexibility.

 

This webinar covers:

 

  • New UI look & feel
  • Usability enhancements
  • New KCS (Knowledge Centered Support) features
  • New action templates
  • Administration enhancements
  • Enhanced Asset Management
  • Reporting enhancements
  • End user enhancements
  • assyst roadmap

 

Session Speaker Date Watch the session

Customer Webinar

Cathi Davey
Chief Solutions Architect, Axios Systems
Nov 2015 Watch

 

 

Enterprise Service Management

The CIO’s number one challenge is to support and enable other business areas; indeed, latest industry research has shown 82% of CIO's key priority in the next 18 months is to support new business needs beyond those of traditional IT. This key challenge has been the rallying call for the development of ITSM towards a solution which will deliver new service requirements to the whole enterprise.

 

The webinar will focus on how service management models, tools and practices can be applied to other non-IT service domains within the business. ITSM consultant and guru, Brian Hendry, will provide an introduction to the rise of Enterprise Service Management, the opportunities for IT and its role as the agent for change. Graham Mitchell, Head of IT Support at the Scottish Government, will also share with you the government’s challenges and their experience of moving the service management provision beyond IT to HR, Finance and even Agriculture.

 

Graham Mitchell will discuss:

 

  • How the Scottish Government use assyst, both in IT and other service departments
  • Getting executive buy-in from the business and ensuring internal business alignment
  • Breaking down silos and reducing technology costs
  • How the Scottish Government drove end user adoption

 

Session Speaker Date Watch the session

Training Webinar

Karen Adornetti
Solution Architect, Axios Systems
Sep 2015 Watch

Customer Webinar


Graham Mitchell
Head of IT Support Services, The Scottish Government

Brian Hendry
Service Development Manager, Axios Systems
 
Aug 2015 Watch

 

 

Knowledge

Knowledge is the lifeblood of an organization. Cut off the flow of knowledge and the organization will wither. Promote the flow of knowledge and the organization will become more healthy and agile. Knowledge is a key enabler of productivity in every area of the business – and IT is no exception.

 

In this webinar, Joshua Smith, ITSM Consultant at Axios:

 

  • Discusses why knowledge and self-service present clear, measureable value that can improve support and ROI.
  • Provides a detailed review of the knowledge functionality that is available in assyst.
  • Shares first-hand experience from his time at Mohawk Industries in capturing, sharing and reusing knowledge to stop the break-fix rut and become innovators for the business.

 

Session Speaker Date Watch the session

Training Webinar

Karen Adornetti
Solution Architect, Axios Systems
Jul 2015 Watch

Customer Webinar

Joshua Smith
assyst Consultant, Axios Systems
Jun 2015 Watch

 

 

How Xentrall turned around their Service Desk with the help of self-service

In this webinar, Ollie Plumpton, Assistant Head of ICT Services at Xentrall, presents a webinar on how Xentrall turned around their Service Desk with the help of self-service.

 

The webinar covers:

 

  • The challenge Xentrall faced and their desire to increase efficiency and reduce transaction costs
  • How assyst has helped Xentrall overcome these issues including:◦How they successfully rolled out self-service through assystNET, including tips for a successful launch / rollout
    • Effect of channel shift
    • Effect on customer satisfaction
    • Lessons learned

 

Session Speaker Date Watch the session

Customer Webinar

Ollie Plumpton
Assistant Head of ICT Services, Xentrall
Jun 2014 Watch

 

 

How Mohawk rolled out their global Service Catalog

During our recent webinar, Joshua Smith (ITSM Team Lead at Mohawk Industries) explored how they rolled out a Service Catalog and Self-Service Portal on a global scale to both IT and non IT operations.

 

The webinar covers:

 

  • The challenge Mohawk faced: improving self-service to reflect 70% eticket vs. 30% calls
  • How they successfully launched a global-scale Service Catalog
  • How assyst has allowed Mohawk HR to form an HR Center of Excellence

 

Session Speaker Date Watch the session

Customer Webinar

Joshua Smith
ITSM Team Lead, Mohawk Industries
Oct 2013 Watch

 

 

Social IT, Collaboration and IT Resource Performance Management (ITRPM)

Our own Brian Hendry (Service Development Manager) explored how Collaboration and Gamification can take ITSM to a whole new level, and how assyst’s new features can help get you there. Brian discussed how:

 

  • Collaboration and Gamification drive ITSM improvement
  • Collaboration and Gamification change behavior, encourage skill development, drive innovation, improve IT morale, and increase business user satisfaction
  • assyst drives greater levels of Collaboration with its built-in IT Resource Performance Management (ITRPM) functionality

 

Also see a live demo of assyst's new Social IT features:

 

  • See assyst help users improve their performance by focusing on and being rewarded for actions that drive long term value
  • Watch as teamwork is promoted through collaborations and content is captured to build the knowledgebase
  • See Business Users help other Business Users get the most out of their applications

 

Session Speaker Date Watch the session

Customer Webinar

Brian Hendry
Service Development Manager, Axios Systems
Jul 2013 Watch

 

 

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