Predictive Analysis & Process Automation - Service Desk Institute
- Updated on: 2024-04-20
- Read original article here
Predictive Analysis & Process Automation
Predictive Analysis & Process Automation to Futureproof Your IT Service
Join us at 11:00am BST for this FREE event!
2022 is the year that data and automation, in all its different forms, comes into its own. Organisations are ready, and the technology is here!
At this virtual event, our thought leaders will show you how your service desk can derive maximum value from the latest in process automation, data and predictive analytics. They will take you on a journey of strategies for automation and innovations in technology, to hands-on practical advice to help you achieve your goals.
Today, you will learn more about:
* use cases for predictive analytics
* the features built into Predictive Analytics and Machine Learning (PAML) tools that are ripe for exploitation
* how the service desk can become the focal point of your organisation’s data analytics strategies to enable digital transformation
* the challenges of managing on-premise and cloud AD, automating key steps, and getting the right data for automation to work reliably
* how to identify the processes which are best suited to automation and standardise your workload in preparation
* quick automation wins that your IT service desk could implement right now
* how to effectively plan, implement, and manage self-service using a case study with benchmarking data to illustrate
With thanks to our event partners:
Chief Value & Innovation Officer, SDI
Chief Value & Innovation Officer, SDI
David Wright
BP Gurus & GESEDIG Chairman, & SDI CTO.
BP Gurus & GESEDIG Chairman, & SDI CTO.
Mauricio Corona PhD.
CEO & Managing Partner, MetricNet, LLC.
CEO & Managing Partner, MetricNet, LLC.
Jeff Rumburg
Team Lead of Services Canada, TOPdesk
Team Lead of Services Canada, TOPdesk
Ben Scavuzzo
Lead ITSM Solutions Architect, AFJ Solutions
Lead ITSM Solutions Architect, AFJ Solutions
Richard Josey
Senior Service Desk Operations Director, CGI
Senior Service Desk Operations Director, CGI
Paul Phillips
Senior VP, Technical Service, Nexthink
Senior VP, Technical Service, Nexthink
John Cairns
Enterprise End User Solutions - Team Leader, Softcat
Enterprise End User Solutions - Team Leader, Softcat
Kelly Calver
Senior Field Marketing Manager UK&I, Freshworks
Senior Field Marketing Manager UK&I, Freshworks
Sunny Singh
Agenda - Predictive Analysis & Process Automation to Futureproof Your IT Service
11:00-11:05 - Welcome
A welcome from our event host, David Wright, SDI.
11:05 -11:25 - Predictive Analytics and Machine Learning tools are developing quickly – Can we keep up?
Duncan Watkins, Senior Consultant, Forrester.
The market for Predictive Analytics and Machine Learning (PAML) tools is growing and innovating at a rapid pace. But are we taking advantage of these innovations or are we being left behind? In this presentation we’ll look at some of the key use cases for predictive analytics, the features built into the tools in the market that are ripe for exploitation and how to start looking at and selecting the right tool for you and your organization.
11.30 - 11.50 - Automating New Joiners at the Global Service Desk
Richard Josey, Lead ITSM Solution Architect, AFJ Solutions.
This is our story of how we moved from a inconsistent process, to a mature and standardized global approach. The challenges we encountered, managing on-premise and cloud AD, automating key steps, the need to get the right data to our service desk and our automation to work reliably. All within a global group company with multiple operating companies and offices across the globe.
11.55 - 12.15 - Live Session - Freshworks
TBC
Grab a cup of coffee!
12.35 - 12.55 - Proactive IT: How To Prevent Tickets
John Cairns, Senior VP, Technical Service, Nexthink & Kelly Calver, Enterprise End User Solutions - Team Leader, Softcat
If a ticket is submitted, then it’s already too late. Incidents are reaching critical mass and your service desk is stretched thin, leading to wasted resources, poor IT service delivery and frustrated employees. Being proactive allows IT to detect and resolve non-reported incidents before a ticket is submitted or, even better, before employee impact. Hear from the experts at Softcat and Nexthink how you can stop incidents before they reach critical mass.
12.55 - 13.15 - The Right Channel for the Right User
Paul Phillips, Senior Service Desk Operations Director, CGI.
Using the right channel for the right contact can unlock improved user experience and client satisfaction. This is how we approached and delivered this concept on our Multi Client Outsourced Service Desk. Using multiple leading technologies under the umbrella of our 5 Star service Desk through the challenges and the successes experienced.
13.20 - 13.40 - Process Automation Wins for IT and Service Desks
Ben Scavuzzo, Team Lead of Services Canada, TOPdesk
Let’s figure out how to make our service delivery smoother, faster, and more convenient for everyone. We will discuss how to standardize your workload to prepare for automation. Then we will identify what processes are best suited to automation. Finally, we will review some example quick wins that your IT Service Desk could implement now! This will include real life examples from TOPdesk customers, as well as features that have grown to become standard best practices in a modern service desk tool.
13.40 - 14.00 - Lunch Break
14.00 -14.20 - Live Session - Nexthink
TBC
14.25 - 14.45 - Live Session - WM Promus
TBC
14.45 - 15.05 - The Service Desk as an AI Factory
Mauricio Corona, BPGurus & GESEDIG Chairman, and SDI CTO.
If Artificial Intelligence is the new electricity, big data is the oil that powers the generators. An exponential increase in business data (structured and unstructured), mixed with all of the existing analytics capabilities, has created a huge opportunity for IT Service and support organizations to enable the digital business throughout the creation of the data-driven IT Service and Support. In this session, you can learn how the service desk can become the focal point of your data analytics strategies to enable your digital transformation.
15.05 - 15.25 - Break
15.25 - 15.45 - Tapping The Potential Of Self-Service
Jeff Rumburg, CEO & Managing Partner, MetricNet LLC.
Some have predicted that self-service tools would become so powerful that level 1 support would become obsolete. That hasn't happened yet, and probably won’t happen for quite some time because today's self-help tools aren't powerful enough to rival the knowledge, experience, and troubleshooting capabilities of a human expert.
However, when properly executed, self-service is still a win-win for customers and service desks alike. It can reduce the cost of support and drive higher customer satisfaction! Join Jeff Rumburg as he shares a case study example with benchmarking data to illustrate how to effectively plan, implement, and manage self-service.
15.45 - 16.00 - Panel Discussion
All speakers will attend, have your questions answered live.
16.00 - 16.05 - Close
