Are you looking to improve end user satisfaction? Deliver faster Incident Resolution?  Mature your current ITSM program? No matter what your needs are, we have you covered! Join our ITIL-certified System Center experts for a 3-part webinar series focused on improving end user satisfaction and enhancing service delivery with SCSM and Cireson solutions, including the new free Analyst Portal Community app.  

We'll walk you through the journey of Incident Management, Service Fulfillment and Change Management to align your ITSM program with ITIL best practices.  We'll share tips for developing a mature ITSM program and focus on elements to ensure your ITSM goals are achieved, including:  

  • ITIL process definitions 
  • Best practices to align process to configurations and reporting 
  • Deep dive of Cireson solutions including the new free Analyst Portal Community app  
  • Implementing Incident Management with SCSM and Cireson  
  • How to implement a service fulfillment plan with workflows and automation  
  • Proactive Change Management best practices  
  • System Center 2019 roadmap  

Note: When you register, you'll automatically be signed up for all 3 events in your selected region.

Session Details: 


ITSM Journey Part 1: Best Practices for Building an Incident Request Program  
North America: February 5, 2019 at 10am PST 
Europe, Middle East & Africa: February 7, 2019 at 10am GMT
Asia Pacific: February 7, 2019 at 10am ACDT 

In the first installment of our ITSM webinar series, we'll explore best practices for implementing Incident Management for improved Service Delivery, Incident Reporting, and increased end user satisfaction. Using SCSM and Cireson, we'll cover how to get started and do a deep dive of the new free Analyst Portal Community app as well as the Self-Service Portal Community app. Learning objectives include: 
  • ITIL process definitions and framing the journey 
  • ITIL Incident Management best practices and configurations 
  • Incident Management reporting 

ITSM Journey Part 2: Efficient Handling of Service Requests 
North America: February 19, 2019 at 10am PST 
Europe, Middle East & Africa: February 21, 2019 at 10am GMT
Asia Pacific: February 21, 2019 at 10am ACDT 

Building on Incident Management best practices, join us to learn how to architect your Service Fulfillment program to support process workflows and automation. We'll cover the tools available and best practices to ensure success on the Service Fulfillment part of your ITIL journey. Mature your ITSM program with:  
  • Service Request process definition 
  • Service Catalog workflow and automation 
  • Advanced Request Offering creation  
  • Management Pack best practices

ITSM Journey Part 3: Proactive Change Management 
North America: March 5, 2019 at 10am PST 
Europe, Middle East & Africa: March 7, 2019 at 10am GMT
Asia Pacific: March 7, 2019 at 10am ACDT 

Every IT department faces the challenge of replacing older technologies with newer ones, updating software applications, performing security patches and updates, and other changes to meet business objectives. The key to successfully making changes across the business is to be prepared. But what does that involve? Join us for this webinar to learn tips for proactive Change Management, including considerations and configurations. We'll explore ITIL best practices including:  
  • Change Management process definition
  • Intact processes review
  • Tips and tricks plus customizations
Can’t join us live? Be sure to register anyway to receive a recording of the presentation when it’s complete. 

 



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