Name: IT Service Management Journey at RingCentral
Start: 2021-03-03T17:00:00Z
End: 2021-03-03T17:00:25.000Z
Location: BrightTALK
Rating: 0

Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user by providing cloud-based tools for customer relationship management (CRM) and IT service management (ITSM)

Scaling in 2025 isn’t just about growing bigger - it’s about growing smarter. The world’s leading organizations are redefining IT by leveraging advanced strategies to build seamless, future-ready operations. In stark contrast, many mid-sized businesses remain stuck, grappling with costly service disruptions and failing to meet critical employee and customer needs.
So, what are these top organizations doing differently? How are they setting the bar for scalable, sustainable growth?
Join Kyle McNabb, Vice President & Principal - Research at The Hackett Group, as he shares:
● What makes Digital World Class® organizations stand out in scaling operations and enabling business growth.
● How automation and AI are transforming IT Service Management, delivering unmatched scalability.
● The cost and efficiency benefits these organizations achieve, enabling faster and smarter growth.
Don't miss this opportunity to learn how the Digital World Class® approach can transform your IT operations, driving efficiency, scalability, and a competitive edge in 2025

Scaling IT Operations for 2025 Growth: Best Practices with Automation & AI

Freshworks Top EX (Employee Experience) Priorities in 2025 for IT leaders

Inside the Top 5 Strategic Employee Experience Priorities for IT Leaders

Join experts from Forrester and Device42 in this webinar to explore how an accurate and comprehensive CMDB can accelerate digital transformation by unifying IT services and operations, and future-proofing with ITAM.

CMDB: The Digital Transformation Accelerant

Unlock the power of centralized asset management for enhanced visibility and efficiency with Freshservice and Device42. Discover how application dependency mapping, combined with automated discovery, can tackle operational challenges, foster innovation, and drive business results.

Get the latest insights on:

- Reimagining service ops for enhanced efficiency
- CMDB’s crucial role in efficient service operations
- How dependency mapping can elevate IT service ops

Hear from Forrester Principal Analyst Julie Mohr on today’s IT challenges and Device42 Chief Marketing Officer (CMO) Yama Habibzai on future-proofing with ITAM.

How to Establish an Accurate CMDB and Reimagine Service Ops

Business in 2024 demands a significant shift in the ITSM landscape, as Artificial Intelligence (AI) plays a pivotal role in transforming workplaces. With the emergence of generative AI, enhancing employee experiences has become more critical than ever. As workforce boundaries are redrawn, business users are increasingly expecting chief information officers (CIOs) and their IT departments to demonstrate a clear return on investment (ROI). To meet these demands, IT leaders must select the right AI tools, ensuring that they avoid unnecessary technology expenditures while balancing organizational efficiency and productivity.

CIOs have the opportunity to position themselves as strategic forces within their organizations by improving IT service management (ITSM)—the processes, policies, and procedures that guide how IT resources and services are designed, managed, and delivered. However, a May 2024 survey by Harvard Business Review Analytic Services revealed a concerning trend: only 22% of respondents reported that their organizations provide ITSM in a very effective manner.

Join us for an in-depth discussion on the transformative promise of AI in ITSM.

Here’s what you can expect to learn:

● The power of AI in enhancing employee experiences
● Challenges in implementing generative AI 
● Best practices in implementing generative AI

Bonus: Get a complimentary copy of “The Service Management Advantage: Helping CIOs Turn IT into a Strategic Powerhouse” report.

<a href="https://www.freshworks.com/demo/">Book a meeting</a>

Leveraging AI & ITSM for Strategic Advantage

Business in 2024 demands a significant shift in the ITSM landscape, as Artificial Intelligence (AI) plays a pivotal role in transforming workplaces. With the emergence of generative AI, enhancing employee experiences has become more critical than ever. As workforce boundaries are redrawn, business users are increasingly expecting chief information officers (CIOs) and their IT departments to demonstrate a clear return on investment (ROI). To meet these demands, IT leaders must select the right AI tools, ensuring that they avoid unnecessary technology expenditures while balancing organizational efficiency and productivity.

CIOs have the opportunity to position themselves as strategic forces within their organizations by improving IT service management (ITSM)—the processes, policies, and procedures that guide how IT resources and services are designed, managed, and delivered. However, a May 2024 survey by Harvard Business Review Analytic Services revealed a concerning trend: only 22% of respondents reported that their organizations provide ITSM in a very effective manner.

Join us for an in-depth discussion on the transformative promise of AI in ITSM.

Here’s what you can expect to learn:

● The power of AI in enhancing employee experiences
● Challenges in implementing generative AI 
● Best practices in implementing generative AI

Bonus: Get a complimentary copy of “The Service Management Advantage: Helping CIOs Turn IT into a Strategic Powerhouse” report.

As workforce dynamics shift, CIOs face growing pressure to deliver exceptional employee experiences while driving digital transformation and business success.  

However, there is a stark dichotomy. A 2024 global survey by Harvard Business Review Analytic Services reveals that while 80% of IT decision-makers believe improving ITSM would enhance employee satisfaction, only 22% believe their organizations provide ITSM in a very effective manner. 

The solution lies in going back to the basics - reducing complexities, dismantling silos, modernizing ITSM, and aligning it closely with business goals. 

Join this virtual session to explore how CIOs can elevate ITSM to drive innovation, featuring insights from the Harvard Business Review Analytic Services report. 

Hear from a CIO's perspective, gain actionable insights from global benchmarks, and discover how AI is shaping the future of service management. 

Whether you're an IT manager, senior executive, or industry enthusiast, this session will equip you with valuable perspectives for the road ahead: 
- Simplify IT service management: Discover how a modern AI-driven approach to service management can streamline processes and improve efficiency. 
- Overcome digital transformation challenges: Learn how CIOs tackle rising IT complexity while driving rapid innovation with effective strategies. 
- Harness AI for ITSM: Discover key areas for AI-driven improvements with real-world success stories.

The AI Advantage: 3 Ways to Make IT Services a Strategic Powerhouse

Business in 2024 calls for a shift in the ITSM landscape, with the mainstream role of Artificial Intelligence (AI) in transforming workplaces. AI and its cutting-edge fact, generative AI bring to the forefront the importance of enhancing employee experiences, and ways to achieve it. It is also important for IT leaders to choose the right AI tools to avoid unnecessary tech spends while balancing organizational efficiency and productivity.

Join us for an in-depth discussion on the promise AI holds in ITSM, especially in transforming employee experiences, its challenges and how Freshworks is at the forefront of this AI revolution.

Here’s what you can expect to learn::

● The power of AI in enhancing employee experiences
● Facets of AI, with a special focus on generative AI
● Challenges in implementing generative AI
● Freshworks at the forefront of the AI revolution and its role in enhancing employee experiences through Freshservice and Freddy AI
● Best practices in implementing generative AI

Leveraging AI in the Evolving and Transformative ITSM Landscape

With the ever-changing landscape of emerging technologies and rising employee expectations, how do you balance continuously elevating service experiences with optimizing costs and future-proofing?

As IT teams across the globe are tasked with the challenge of doing more with less, GenAI has emerged as the undeniable force multiplier --- but not without its share of skepticism and concerns. Join Freshworks to delve deeper into GenAI’s potential, misconceptions, and the strategic vision required to build higher-performing teams.

Evolve IT Services with GenAI for Exceptional Employee Experiences

Discover cutting-edge insights from trusted industry experts

Our featured guest speaker, Forrester principal analyst and industry veteran Julie Mohr, will dive into current market trends. Former Gartner analyst Kenneth Gonzalez will demonstrate how AI is revolutionizing service and support. 

Topics will cover:
The ever-evolving IT landscape as industry leaders illuminate prevailing trends, discuss executive concerns, and reveal emerging opportunities. 

A deep dive into the transformative power of AI as our panel delves beyond the hype, providing actionable insights for successful implementation in your organization.

How organizations are using Freshservice, our flagship IT solution, to reimagine ITSM in the AI era.

Don't miss this chance for an expert-led look into the future of IT.

Revolutionizing Service and Support: Exploring Possibilities of Generative AI

Leveraging AI in the evolving and transformative ITSM landscape

93% of healthcare IT leaders are aiming to achieve a better patient experience as their top desired outcome of their digital transformation (DX) efforts. However, significant challenges inhibit DX programs from getting off the ground. 

Join us in this webinar, “The Transformative Power of ITSM in Healthcare,” to learn how Freshworks and AWS improves clinician efficiency and elevates patient experience in healthcare organizations. This session features: Jeffrey Wood, Deputy Director ICT, Chris Suter, BDM (UK Healthcare) AWS, and Subhashree Veeraraghavan, Product & Growth, Freshworks.

The Transformative Power of ITSM in Healthcare

This ITSM Masterclass featuring Mukesh Mirchandani, SVP Global Solution Engg. Freshworks, and Chandra Sekhar Chappa Sr. BDM & Service Management Specialist, AWS, explains how your organization can do intelligent service management better. 

This session will cover:
• The top challenges CIOs face in IT management
• How AI and intelligent automation are transforming IT management
• Best practices for a smooth ITSM implementation
• How to measure the impact and ROI of your ITSM initiatives

Watch now to learn how to master ITSM!

Unlocking ITSM Excellence: Strategies for intelligent service management

Change in the way we work and the increasing velocity of operations combines with the availability of artificial intelligence to create new opportunities for operational efficiency and service delivery. Organizations who embrace these changes have better outcomes. Freshworks Freshservice is a new, validated approach to enhancing service delivery.

Leveraging AI and Automation for measurably better service delivery

In today's data-driven business landscape, organizations must harness the power of data to make informed decisions and drive growth. Dashboarding and reporting tools play a pivotal role in transforming raw data into actionable insights. When it comes to IT service management, automating data collection to provide real-time insights into critical ITSM metrics, service performance, and customer satisfaction is key to achieving business goals.

Join our expert Dennis Wahome from Freshworks Inc. to discover how to elevate your ITSM practices with the power of Freshservice analytics and the effective utilization of dashboarding and reporting tools.

Key takeaways from the session:

1. Learn best practices for creating visually compelling dashboards that provide real-time insights
2. Understand how you can leverage Freshservice analytics to gain deep visibility into your service desk operations
3. Gain a holistic understanding of integrating data from various ITSM sources to drive informed decision-making

Data-Driven Success: Unlocking Data Insights for Effective Decision-Making

In today's fast-paced world, IT and technology are expected to deliver more amidst a lack of resources.
Prepare your IT and technology to compete fairly in this environment. We'll show you how Freshservice can empower your service teams to provide more value, increase efficiency, and drive down our costs at the same time.

Key takeaways:
1) How to enhance the vital components of your service delivery lifecycle with the extensive range of capabilities available on Freshservice
2) The importance of 24x7 customer support via. the Freshservice Assistive AI
3) Freshservice has an intuitive workflow design and ITOM capabilities to enable the intelligent automation of your business needs

How to deliver more value with Freshservice in 2023 | Glen Dimplex Case Study

Session abstract:
A successful ITSM implementation is built with the future in mind. Join our discussion as RingCentral, the world's leading provider of global enterprise cloud communications and collaboration solutions, sits down with Freshservice to
 
1) Discover RingCentral’s implementation from a legacy provider to Freshservice.
2) How Freshservice delivered unparalleled time-to-value that was key to RingCentral’s success.

IT Service Management Journey at RingCentral

ITSM

ITSM Strategy

IT as a Service

Artificial Intelligence

Machine Learning

ITIL

DevOps

Automation

ITSM Tools

IT Architecture

Are you an IT service management professional interested in developing your knowledge and improving your job performance? Join the IT service management community to access the latest updates from industry experts. Learn and share insights related to IT service management (ITSM) including topics such as the service desk, service catalog, problem and incident management, ITIL v4 and more. Engage with industry experts on current best practices and participate in active discussions that address the needs and challenges of the ITSM community.

IT Service Management

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IT Project Management

Get powerful help desk and support insights from influential experts. Connect with thought leaders and colleagues to get the most up-to-date knowledge on the help desk and support strategies that effect business value and growth.

Help Desk and Support

As an IT professional, many of the problems you face are multifaceted, complex and don’t lend themselves to simple solutions. The information technology community features useful and free information technology resources. Join to browse thousands of videos and webinars on ITIL best practices, IT security strategy and more presented by leading CTOs, CIOs and other technology experts.

Information Technology

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Inside Sales

The sales management community on BrightTALK is made up of thousands of sales management professionals. Learn about sales training ideas and techniques while improving pipeline development strategies. Join the conversation by participating in live sales development and management webinars and round tables.

Sales Strategy

Get powerful insights on how to best serve today's customers. If you want to create a successful customer experience today, you will have to appeal to the need for “alone together” time. Millennials, Gen X, Boomers or Silent Generation all look for shared but individual experiences.

Customer Experience

The sales community on BrightTALK brings together thousands of engaged sales professionals. Learn about careers in IT sales and marketing, sales techniques and selling strategies. Join the discussion by participating in on-demand and live sales webinars and summits with leaders in the sales industry.

Sales

Get powerful finance management insights for your business. Connect with experts and colleagues to get the most up-to-date knowledge that will help you to determine which financial factors build or erode value in your organization.

CFO Strategy

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CxO Strategy

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IT Service Management Journey at RingCentral

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