IT Analytics Workshop
South Africa
August 22, 2019
Premier Hotel, Midrand
Why attend?
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Learn how to leverage analytics to identify and resolve day-to-day help desk problems.
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Learn how Analytics Plus can provide a unified view of your networks, servers, and applications, and empower you to make better strategic decisions.
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Receive an exclusive product demonstration and discover how analytics can add value to your IT operations.
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Talk to our experts and receive help building complex reports.
Know your speakers
Regardt Wolmarans
ManageEngine certified engineer
Regardt Wolmarans has over three years’ experience assisting ManageEngine customers in South Africa, and is passionate about helping IT professionals simplify their IT. Regardt is especially experienced in endpoint management, ITSM, and IT analytics.
Agenda
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08:30 am - 09:00 am
Registrations and refreshments
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09:00 am - 09:15 am
Welcome Note
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09:15 am - 10:15 am
Seven reports that can change the way you manage your help desk
As a help desk manager, it's vital to look at the right metrics when making important strategic and operational decisions. In this session, we'll look at seven reports that can give you a new perspective into your help desk operations and help you answer burning help desk questions, such as:
- What factors impact resolution times?
- How many times do requests get transferred between technicians and why?
- How do I improve customer satisfaction?
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10:15 am - 10:45 am
How to implement continuous service improvement in your help desk: Request resolution
Continuous service improvement doesn't have to mean a complete overhaul of your help desk process. It can be simple, measured, and carried out in phases. Learn how to:
- Check the current state of your help desk performance
- Identify factors that negatively impact performance
- Gain the cognizance needed to suggest remedial measures
- Leverage analytics to continuously monitor improvements
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10:45 am - 11:15 am
Sneak peak into the new asset management analytics and Desktop Central integration
- Get a walk-through of several out-of-the-box reports and dashboards offered for ServiceDesk Plus' asset management module
- Deep dive to learn how advanced analytics for Desktop Central can help you better manage your desktops and mobile devices
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11:15 am - 11:45 am
Break
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11:45 am - 12:30 pm
Streamlining NOC operations using Analytics Plus
With Analytics Plus, you can easily identify issues in your IT infrastructure and make accurate strategic decisions to keep your IT department up and running
- Analyze network and application data from a centralized location
- View, customize, and build interactive reports and dashboards to help you track network and application usage trends
- Take stock of repeated events in your IT department and prevent them from recurring
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12.30 am - 1.30 pm
Lunch