Lær hvordan kunnskapshåndtering er integrert med ITIL-prosesser for å maksimere verdien og hvordan du tilfredsstiller dine kunder, dine ansatte og behovene til organisasjonen din ved å gjøre mer med mindre.
It is no longer good enough to answer the phone quickly. Success cannot be achieved by hiring friendly customer service-oriented people to care for customers. While you need to be both responsive and friendly, you must provide the correct answers and resolutions quickly. Having the right people, processes, and technology in place is not good enough. Without knowledge, you cannot be successful. Service management organizations need to integrate the ITIL® framework with the Knowledge Centered Service (KCS®) methodology to achieve maximum success in serving their customers.
Webinaret holdes av:
KCS Consultant and Expert, International speaker
Rick has more than 30 years of information technology experience. He has led software development and technical support organizations and has provided consulting to several organizations.
28. mars 2018
Kl. 16.45 – 18.00 CET
Kl. 10:45 am – 12.00 pm EDT
Dette webinar gjennomføres på engelsk.
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Om Rick Joslin
Rick has more than 30 years of information technology experience. He served as the executive director of certification and training with HDI for ten years, an association for technical support professionals. Rick has over 20 years of experience in knowledge management and is recognized internationally as an expert in KCS. He has spoken at conferences and events throughout the North America and keynoted at conferences on six continents, promoting the KCS methodology. Rick was a member of the first class of KCS certified instructors in 2003 and has served on the KCS core committee with the Consortium for Service Innovation to evolve the KCS methodology. He is a contributing author to ITIL v3, the KCS methodology, and numerous HDI courses, certification standards, and certification exams. He is a co-author of the AXELOS whitepaper on the Synergies of ITIL and KCS.
Om Bill Pollie
Bill Pollie is passionate in his engagement with customers on how to use intelligent knowledge to drive world class customer support. In his current role at ComAround, he is Executive Vice President with a focus on Strategic Alliances. Recently named as a Co-Sell partner for Microsoft, ComAround has more than 250 global customers on the Azure cloud and is the largest independent company focused on Knowledge Management. Prior to joining ComAround, Pollie held the position of EVP at RightAnswers, Inc (now Upland Software) for 8 years leading the Global Sales and Business Development organization. He has previously held leadership roles as Vice President at Microsoft Business Solutions (now known as Dynamics). President of Neocase Software, and Vice President at SAP America.
Om Matt Peeples
With over 25 years of experience in providing IT solutions and strategy, Matthew is using his broad background as an Entrepreneur, Technologist and Business owner to help organizations dream and to see the bigger picture of what is possible with integrating Enterprise software solutions.
Matthew Peeples is the VP of Technical Alliances for Cherwell Software. Prior to Cherwell, Matthew was the founder and CEO of Advanced MarketPlace, a nationally recognized ITSM consulting firm, where he was responsible for the day to day operation and strategic direction of the company for twenty years. Advanced MarketPlace was acquired by Cherwell Software in 2016.