ITSM Webinars –’ IT Service Management Recordings

ITSM Webinars

This “living” article has been created as a handy resource that lists the ITSM webinars we’ve participated in since 2021. It’ll be regularly updated during 2022 with new webinars as needed. The webinar-based text is taken from the respective landing pages.

2024 ITSM Webinars

Building Value – The Next Challenge for IT Organizations

Focusing on value can be difficult for IT organizations. This webinar shares some insights on how to make IT service delivery and support more value-focused.

Watch it on-demand here: Building Value – The Next Challenge for IT Organizations

Presented by: Stephen Mann,

An update on the latest ITSM trends for 2024 in 40 minutes.

Watch it on-demand here: ITSM Trends – What you need to know

Presented by: Stephen Mann,

2023 ITSM Webinars

Is your ITSM Ready for 2023? with HDI and IFS (January 2023)

An hour-long HDI-led panel discussion/ITSM webinar exploring ITSM challenges and changes over the next 12 – 18 months.

Watch it on-demand here: Is your ITSM Ready for 2023?

Presented by: Stephen Mann, | Phyllis Drucker | Ed Perez, IFS | Tim McElgunn, HDI

5 Key Trends for IT Service Desk Improvement with BeyondTrust (January 2023)

The business-stakeholder expectations of corporate IT service delivery and support capabilities have changed dramatically in the last few years, but has your IT service desk done enough to keep up? Plus, there’s still likely more to do with your service desk needing to further improve and future-proof its capabilities to ensure that it’s better aligned with, and perhaps even driving, the expectations of IT support.

This ITSM webinar outlined what’s needed and what other IT support organizations are doing.

Watch it on-demand here: 5 Key Trends for IT Service Desk Improvement

Presented by: Stephen Mann, | Joe Vachon, BeyondTrust

2022 ITSM Webinars

Service Management beyond IT with Freshworks (November 2022)

A webinar on all things enterprise service management (ESM) and how to get started on this journey. 

Watch it on-demand here: Service Management beyond IT

Presented by: Stephen Mann, | Deepthi Nagarajan, Freshworks

Rise to the challenge: How do your service desk metrics compare? with Freshworks (June 2022)

This ITSM webinar shared key insights from the Freshservice Service Management Benchmark Report 2022 and discussed the key ITSM performance indicators (KPIs) that help IT leaders.

Watch it on-demand here: Rise to the challenge: How do your service desk metrics compare?

Presented by: Stephen Mann, | Subhashree Veeraraghavan, Freshworks

Enterprise Service Management VOD with Alan Berkson of Freshworks (May 2022)

This ITSM webinar is sadly no longer available to watch on-demand.

itSMF Greece Conference 2022 Presentation (Feb 2022)

This presentation/ITSM webinar shares various survey-based insights into the world of ITSM and its broader service management use cases. From how ITSM practitioners feel about the maturity of their organizations’ ITSM capabilities – which will likely surprise you –  to the level of enterprise service management adoption and success.

Watch it on-demand here: The Current State of Service Management

Presented by: Stephen Mann,

2021 Webinars

Short Artificial Intelligence (AI)-focused ITSM Webinars with Freshworks

With organizations’ business operations – and even their viability – now inseparable from their IT infrastructure foundations, ITSM and ITOM have become critically important capabilities. However, these management disciplines face the challenge of overseeing an IT landscape that is increasingly complex, dispersed, and real-time.

Effectively managing today’s IT infrastructure and operations requires increased automation and built-in intelligence, resulting in the development and adoption of AI-enabled solutions. However, the need of the hour is how you can do it faster and more efficiently – in a way that delights end-users. This Freshworks series provides insights from the tech experts on the range of benefits delivered by AI-enabled solutions and how to realize these benefits faster.

Watch it on-demand here: TechTuesdays Episode 2 | Improve employee experience with AI-powered chatbots (Nov 2021)

Presented by: Stephen Mann, | Deepthi Nagarajan, Freshworks | Nirmal Krishnamoorthy, Freshworks

Watch it on demand here: TechTuesdays Episode 4 | Democratize AI to extend IT Service Management (Sept 2021)

Presented by: Stephen Mann, | Joy Su, Freshworks | Nirmal Krishnamoorthy, Freshworks

Reimagining ITSM With Online Communities with Freshworks (August 2021)

A live conversation around recent ITSM trends and the influence of online communities in fostering peer-to-peer support among IT professionals.

Watch it on demand here: Reimagining ITSM With Online Communities

Presented by: Stephen Mann, | Rohit Nair, Freshworks

Service Desk Consolidation Webinar with BeyondTrust (July 2021)

It’s not unusual for organizations, especially those that have grown through mergers and acquisitions, to have multiple service desk tools. Each is used by a different team, in different locations, and perhaps using different service and support practices. But how great is this?

First, for employees who receive different service experiences, including needing to use different self-service capabilities. Second, for the organization – not only in terms of the associated costs of running multiple service desk tools but also the inherent inefficiencies of fractured operations and tooling.

Coverage includes how:

  • The use of multiple service desk tools is adversely affecting your corporate service and support capabilities
  • Service desk consolidation helps, including with digital transformation initiatives
  • To create a consolidation vision of “one service desk tool to rule them all.”

Watch it on-demand here: It’s Time to Consolidate Your Multiple Service Desk Tools

Presented by: Stephen Mann, | Trevor Combs, BeyondTrust

Self-service-focused ITSM Webinars with Freshworks (May 2021)

Employee expectations of the workplace are rapidly evolving, and consumer-like experiences quickly become a benchmark to measure internal support teams. The corporate IT self-service portal touted as the cure in delivering against shift-left strategies to meet employees’ consumer-world-driven support expectations has failed to deliver on its promises. We bring you experts and practitioners to present insights on the emerging shift-left strategies being adopted to improve employee satisfaction and agent productivity.

Key Learnings:

  • How (and why) traditional IT self-service portals have failed to deliver the expected benefits
  • The continued importance of self-service within digitally-enabled organizations
  • How new smart technologies offer a better alternative to self-service portals
  • Eight tips for ensuring that new self-service capabilities drive better employee experience and boost agent productivity.

Watch it on-demand here: Re-imagining IT Self-service for the Best Employee Experience

Presented by: Stephen Mann, | Joy Su, Freshworks

Watch it on-demand here: Re-imagining IT Self-service for the Best Employee Experience

Presented by: Stephen Mann, | Nirmal Krishnamoorthy, Freshworks

Please note that these are two ITSM webinars with similar content (for Europe and North America time zones)

An Enterprise Service Management Panel with ManageEngine (May 2021)

A panel discussion on the various aspects of enterprise service management, including:

  • Insights on the current state of enterprise service management practices across organizations
  • Key benefits, drivers, and challenges
  • Real-world enterprise service management insights from The Hut Group
  • Getting started on a successful enterprise service management initiative.

Please note that this ITSM Webinars recording is gated and requires email submission to access it.

Watch it on-demand here: Enterprise Service Management Panel

Presented by: Kumaravel Ramakrishnan, ManageEngine ITSM | Stephen Mann, | Jo Drake, The Hut Group

ITIL for Customer Service Webinar with Vivantio (Feb 2021)

ITIL has been instrumental in the evolution of ITSM over the last 40 years and the improvement of service management for IT services. But service management is no longer solely the domain of ITSM.

This webinar covered the evolution of ITIL and the ability to adopt ITIL for non-IT services, specifically around customer service management, enterprise service management, and IT service management. 

Specific coverage:

  • How ITSM and ITIL are defined
  • Why now is the time to use the ITIL framework for customer service
  • How ITIL can contribute to a customer service experience that creates competitive advantages
  • The difference between an ITSM tool that can be used for customer service and one that can’t
  • Must-have features in an ITSM tool for customer service management.

Watch it on-demand here: ITIL For Customer Service – It’s Not Just For IT Anymore

Presented by: Stephen Mann, | Andy Walsh, Vivantio

We will continue to add our ITSM webinars as they happen.

Here are some popular ITSM articles:

Please use the website search capability to find other helpful ITSM articles on topics such as knowledge management, improving business processes, decreasing resolution times, handling support requests via a single point of contact and best practice support operations, service management tools, service desk team motivation, service desk software, and other ITSM processes.

Sophie Danby
Sophie Danby
Marketing Consultant at

Sophie is a freelance ITSM marketing consultant, helping ITSM solution vendors to develop and implement effective marketing strategies.

She covers both traditional areas of marketing (such as advertising, trade shows, and events) and digital marketing (such as video, social media, and email marketing). She is also a trained editor. Y

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