Agenda - ITSM Self-Service Tools Day
10:30 - 10:35 - Welcome
A welcome from our event host, Kylie Hamilton.
10:35 - 11:00 - Atomicwork Software Demo
Aparna Chugh, Head of Product, Atomicwork
'Modernising Service Management – Striking a balance between AI and EX'
End users hate being a ticket in the queue and IT hates mundane work.
Yet, legacy ITSM tools require end users, who might be facing a technical issue or in need of an IT service or just have a general question, to log in to a portal, raise a ticket, and wait for a response. The option to convert emails to tickets is also flawed for the same reason.
Some IT tools slap a layer of GenAI on top, but the underlying platforms are still clunky.
We’re helping IT teams modernize service management by bringing support to where users already are – collaboration tools like Microsoft Teams and Slack.
Atomicwork comes with an AI assistant that can handle anything from simple natural language queries to fully autonomous cross-platform workflows. If the issue needs to be escalated to IT (or HR, etc.), the user can do so without switching to another tool.
Under the hood, there’s a sophisticated ITSM platform with all the capabilities that IT teams are familiar and comfortable with.
Join the session to discover the future of ITSM.
Key takeaways
- Why the current service management approach is no longer good enough
- Take service management to end users rather than the other way around
- Real life case study – How AI transformation of an IT organisation works in practice
11:05 - 11:30 - Freshworks Software Demo
Bhagya Bherwani, Account Executive & Dennis Wahome, Lead Solution Engineer, Freshworks
'Efficiency Redefined: ServiceOps for Business Success'
Amidst a growing emphasis on efficiency and collaboration, the adoption of ServiceOps is on the rise, with 84% of organizations now utilizing ServiceOps solutions to bolster synergy between IT service and operations. This robust integration empowers IT and operation departments to streamline workflows, increasing productivity and cost-effectiveness.
Join us for an exclusive demo where we will explore the transformative power of ServiceOps in reshaping how businesses operate. Discover how state-of-the-art automation, AI/ML/analytics, and cross-functional platforms are reshaping collaboration, making it not just practical but also financially rewarding. Gain valuable perspectives on:
The impact of ServiceOps and its strategic significance
Real-world success stories highlighting organizations reaping the benefits of streamlined technology collaboration and optimized workflows
Current dynamics and trends in the ServiceOps market influencing business strategies
Explore how Freshservice ServiceOps empowers businesses to break down silos, optimize resources, and drive operational excellence.
11:35 - 12:00 - ManageEngine Software Demo
'Create more capable self-service system with ManageEngine'
Increase your service desk adoption rates with ServiceDesk Plus! Make your service desk easily accessible by being where your end users are. Empowering end users to help themselves supports your team to deliver a seamless self-service experience for your end users and improve your service desk efficiency.
Empower end users with a robust self-service portal
Set up multiple channels to enable effective communication, including chat
Make the right information available with knowledge base articles
Make the self-service portal easily accessible with customized domains
Free your service desk from password reset tickets
Allow users to perform a variety of service desk tasks, like create tickets or view ticket information, through Zoho Cliq, a collaboration tool.
12:05 - 12:15 - Break
A quick break for snacks, before the programme resumes.
12:15 - 12:40 - HaloITSM Software Demo
'How to Win with IT Self-Service'
Relax and let AI do the work for you. Not only will your service desk team become more efficient, but your customers will experience better service.
Looking to start using AI within your ITSM platform? Let your users make use of AI features including automated assignment and knowledge base article suggestions. With HaloITSM, you can fulfil requests easily, automatically, and with no errors.
And with HaloITSM's self-service portal, you gain freedom with a fully customisable, white label portal to create an extension of your brand. End users can access their requests, raise tickets and find solutions from knowledge base articles. Control the information they see and actions they can do depending on the user.
You’re in good company: 100,000+ people, from 75+ countries, trust HaloITSM to deliver their IT Service Desk.
12:45 - 13:10 - Eficode Software Demo
Gary Blower, ITSM Practice Lead (UK & US), Eficode
'Multichannel customer interactions with Atlassian Jira Service Management'
Join Eficode as Gary provides a demonstration of Atlassian's Jira Service Management and its capabilities to support self-sufficiency in your end users including virtual agents. Gary’s breadth of technical knowledge and experience combined with his pragmatic leadership skills and strategic thinking has made him a notable figure in the world of Atlassian software and he specialises in technology adoption for IT service management.
13:15 - 13:40 - Software Demo to be confirmed
Supplier to be confirmed
13:45 - 14:00 - Break
A quick coffee break
14:00 - 14:25 - Software Demo to be confirmed
Supplier to be confirmed
14:30 - 14:55 - Software Demo to be confirmed
Sponsor to be confirmed
15:00-15.30 - Live Q&A Session
Ask our software experts your questions about tool selection, implementation and automating more.