Join Bob Mosher, celebrated author and Chief Learning Evangelist at Ontuitive for a 40 minute conversation the importance of learning at the moment of need, and the industry's shift towards performance support. When departments roll out new systems … [Read more...] about Innovative Performance Support: Strategies and Practices For Learning In The Workflow
Presented by Eddie Vidal, Manager of Enterprise Support Services, University of Miami. Creating a communications plan for your IT organization will help define communication efforts so your message is consistent and the value of your services is … [Read more...] about Communications Management: Promoting the Value of Your Services
Presented by Graham Furnis, Senior Consultant at Thought Rock. The Service Catalog sits between IT and the Customer. It has an ITIL process to manage it and at the same time acts as a key tool for successful IT Service Management. This presentation … [Read more...] about Webinar: Having a Second Look at Service Catalog
Presented by Phil Gerbyshak, Author & Call Center management expert Raise your hand if you feel you recognize your team enough. Now raise your other hand if you feel you get rewarded and recognized enough. Now you know there's a disconnect, but … [Read more...] about Webinar: Recognizing Your Service Desk: Rewards Made Simple and Inexpensive
Managing and Operating a Microsoft Private Cloud Presented by Kathleen Wilson, Program Manager at Microsoft The Microsoft Operations Framework team is has completed a new guide: Managing and Operating a Microsoft Private Cloud - How to Apply the … [Read more...] about Webinar: How to Apply the Microsoft Operations Framework (MOF)
Presented by Thought Rock Co-Founder John Towsley and Thought Rock Senior Consultant Graham Furnis. Success builds on success. Targeting quick wins at the onset and throughout implementing ITIL is crucial for building momentum and maintaining … [Read more...] about Webinar: Practical Stories of ITIL Quick Wins
Presented by Julie Reaume, Director of Development at MindMuze. Post-mortem. A word that conjures up fear and dread in the best of us. The idea of a post-mortem meeting can make our teams (and ourselves) defensive...even before the meeting begins! … [Read more...] about Webcast: Conducting Post-Mortem Meetings Without Blame
Release Management aims to plan, schedule and control the movement of releases to test and live environments. It is often an after-thought to Change Management. The primary goal of this ITIL process is to ensure that the integrity of the live … [Read more...] about Webinar: Is Release Management Necessary?
Reducing call volumes and cost is a constant objective for Service Desks. The latest learning tools and techniques can be deployed to help in the cause. Join Thought Rock Co-Founder John Towsley as he shows you: What calls to target for … [Read more...] about Webinar: Drive Down Call Volumes Using Learning Technologies and Techniques
Is outsourcing still considered a bad word? For more than two decades the service industry has discussed the pros and cons of outsourcing. The arguments used to include key phrases like "cheap labor" and "poor customer service levels", but now there … [Read more...] about Webinar: IT Outsourcing Trends in 2012. Is Outsourcing Still Considered a Bad Word?