2023 Q4 APAC EXM User Group

Name: 2023 Q4 APAC EXM User Group
Start: 2023-12-12T13:30:00+11:00
End: 2023-12-12T15:30:00+11:00

Australia – New Zealand, EXM

Dec 12, 2023, 2:30 – 4:30 AM

Join us for the last user group of the year. The focus for this session will be user stories.

ISMITSMNeurons for ITSM

67 RSVPs

About this event

Greetings all to the final APAC EXM user group session for 2023. First on the agenda for this session is an overview of the features that are coming in the 2023.4 upgrade. Then, Gary will demonstrate the new and improved “v3” Self Service.
The theme for this session is user stories and we have some amazing speakers from Super Retail Group, Central Queensland University and Federal Court of Australia. They will share their achievements in 2023 and their plans for 2024. We will also have some time for open discussion at the end of the session. You can ask questions, share your own stories, or learn from others. This is a great opportunity to connect with the group and celebrate successes or learn from failures (just as important!).
Looking forward to seeing you there.

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User group meetings will be recorded and made available to registrants. Please direct specific questions to the user group leader facilitating the event.

When

Tuesday, December 12, 2023
2:30 AM – 4:30 AM UTC

Agenda

2023.4 review	Deodatta & Raghu will provide an overview of the new features coming in 2023.4.
v3 Self Service portal demo	Gary will give a demonstration on how to configure and use the new V3 self service portal
Customer story: Super Retail Group	Super Retail Group (SRG) implemented Neurons for ITSM in 2019 and since then it has stayed pretty OOTB. With the team coming onboard this year they have managed to uplift the Service catalogue, move core ITSM processes back into the tool and have expanded the use to other areas of the business. Next year's just as actioned packed with integrations and more business areas jumping on board which Antony will go into more detail about.
Customer story: Central Queensland University	Central Queensland University (CQU) spent this year moving their processes over from Cherwell Service Manager to Ivanti. They've been busy rebuilding from scratch into a new system but have recently had a successful go-live. Mathew will share with us their ISM journey and what they have achieved so far. He'll also share some of their plans for 2024.
Customer story: Federal court of Australia	Over the past 12 months the Service Systems Engineers at the Federal Court of Australia have begun to push the limits of Ivanti Neurons for ITSM. We've increased our use of automation, implemented round robin ticket allocation, uplifted the UI for both front-end customer and back-end users, installed the ITAM module, piloted Neurons Bots/Agent, continued to expand the use of request offerings outside of IT teams (as an enterprise tool), and a lot more. Marc and Joseph will talk about some of these changes, the wins and struggles.
Open discussion	Use this time to raise any topic you'd like input on from the group or ask a question of the presenters.

Speakers

Gary Wang

Ivanti

Solutions Architect

Raghu Gajula

Ivanti

Senior Product Manager

Mathew Konkolics

Central Queensland University

Senior Service Analyst

Antony Thomas

Super Retail Group

Service Improvement Specialist

Joseph Skewes

Federal Court of Australia

Service Systems Engineer

Marc Stephen

Federal Court of Australia

Service Systems Engineer

Deodatta Marathe

Ivanti

Senior Product Manager

Facilitator

Vee Ferreira

University Of Southern Queensland

Team Leader (Service Management)

Organizers

Gary Wang

Solutions Architect

See bio

Vee Ferreira

University of Southern QLD

Service Management Team Leader

See bio

Ashton Mossop

Queensland University of Technology

Chapter Leader

See bio

Ross Carins

Senior Sales Engineer

See bio

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