THOUGHT LEADERSHIP WEBINARS
What happens when you combine real life with best practice?
ServiceSphere Thought Leadership Fridays!!
FALL - WINTER 2009/2010
THOUGHT LEADERSHIP SERIES
Certifiable! The Business Of ITIL (February 19, 2010)
ITIL certified practitioners, ITIL certified software, The OGC, APM the list goes on and on. In "The Wizard of OZ", Dorothy found out that the "wizard" was not who she thought it was. This webinar looks at the companies, agencies and business around the ITIL machine. Hold on, you're not in Kansas anymore.
Why ITMM over ITSM? (March 12, 2010)
You have your ITIL, COBIT, CMMI frameworks in place. You survey your customers and the service management machine is running nicely. What to do next? ITSM (IT Service Management) will help align your process and your IT organization. What do you do when it is time to move to the next step? How do you change the perception of your IT organization? Enter ITMM (IT Marketing Management), now it's time to "sell" the service desk and this webinar will help you market your service desk to the rest of the organization.
Support Goes Home: How organizations deal with the number of users accessing technology from home. (April 23, 2010 )
Details: The 1990 United States census showed over 2 million home based workers. Studies by IDC estimate in 2007 this number increased to over 8 million teleworkers. The facts are in, knowledge workers are staying home. The Service Desk has to rise to these new challenges, and the pain is real. Find out how your service centers can adapt as support goes home!
----Past Webinars----
Categorization Best and REAL Practices (December 18, 2009 )
Category, Type, Item, Cause, Sub-Cause, etc. Where do you start and how do you make your organizations categorization scheme make sense to 1st level engineers, customers and report stake holders? This webinar will focus on the various ways that organizations can benefit from changes to their ITSM software categorization.
ITIL in Small Companies (January 15, 2010 )
ITIL, the savior of the IT community. Well for all of its great features and suggestions, there is a place in this world for ITIL in the small business. Small scale ITIL is a great place to get your feet wet before you have to pay consulting fees to align your business and your IT. See what small companies or large companies can borrow from ITIL to get quick value and get the new religion!
Ask the Non-Expert
The webinar that features YOU! During HDI customer service week there were so many questions that could not be answered. Everything from how and when to survey to how to handle management that doesn't see value. This webinar is completely open, so it may last only 5 minutes! You have questions we have thoughts and ideas from our 15 years of working with Help Desks around the globe. No question is off limits. The spot light is on YOU!
To Watch The Summer Series
About the Speaker:
Chris Dancy founder and Vice President of Sales and Marketing of ServiceSphereM. ServiceSphere is an organization dedicated to the full lifecycle of IT support. and 100% vendor agnostic. We focus on supporting customers in their quest to advance their ITSM & ITIL ambitions while maintaining a healthy distance from HYPE.
Finally ServiceSphereTM brings unique after hours support for small IT Desks who want to extend their hours of operations without giving over their ENTIRE support department to strangers in a strange lands!
Previously Chris Dancy joined Touchpaper/Avocent as Vice President of Business Development in March 2007, advocating processed based approach to ITSM through people, process and tools.
Chris has over 20 years of experience in IT, and was responsible for enterprise presales support ITIL consulting, best practices support and North American speaking ITSM engagements.
Before joining Touchpaper/Avocent, Chris was the Director of Product Development Service Desk Technologies & Desktop Management Strategies at NetworkD.
In this role, Chris developed internal testing methodologies and managed iValue and iServiceDesk for HEAT roadmap.
iValue was one of the first technologies to bridge service desk and desktop management agnostically from any service desk software to LANDesk, Microsoft SMS and Novell Zen.
Previously at NetworkD, Chris was lead solution architect for HEAT Service Desk & the LANDesk Management Suite, advising customers on ITIL best practices and the integration between desktop and support desk to combine disparate IT practice silos. Becoming one of the world's top HEAT consultants with his "Kung-Fu" approach to making FrontRange's HEAT product do the impossible!
Prior to NetworkD, Chris was a solution consultant for FrontRange. While there Chris installed over 150 customers around North America and Europe, from the State Department to Samsung Electronics.
Chris started his career as a service desk manager for WebMD.
Chris has a Bachelor of Science degree in Accounting from Mount Saint Mary’s University and currently resides in Denver, Colorado with his family.
