SMA regularly hosts webinars on a variety of different topics.  Topics include best practices in Change Management, Asset Management, ITIL, Service Management, & more. 

Be sure to check this page often to view the upcoming topics. 

Upcoming Webinars:

• HEAT Simply Powerful - SMART Reporting, 3/11/10

• HEAT Help Desk Software: Live Demo and Q&A, 3/24/10

• For HDI Members:  A Metrics & KPI Program for the IT Service Desk, 4/16/10

View a list of SMA's past webinars.  Learn about SMA's seminars.

Topic:  HEAT Simply Powerful - SMART Reporting

             Web-based and email subscription Report Toolkit for HEAT

Join SMA and FrontRange Solutions on this free webinar and hear a live customer case study
on how organizations are using SMART, a Web-based and email subscription Report Toolkit
for HEAT.

SMART for HEAT is a reporting tool that lets service desks leverage information from their HEAT systems, analyze trends, identify inefficiencies and make data driven decisions.  These pre-built reports are based on service management best practices. They are parameter driven, with graphs, charts and drill-down functionality.

SMART help desk reports can be viewed in your browser, delivered via the Web, or they can be automatically delivered in your email on a scheduled basis!

Key features of this SMART for HEAT reporting solution include:

• Intuitive web interface

• Easy export to Excel, PDF and other formats

• Fast, cost-effective deployment

• Report delivery via the web or email

• Over 40 best practice pre-built reports

• Customizable with off-the-shelf software

• Solution based on SQL Server Reporting Services

SMART for HEAT gives you the real-time information you need

to drive decisions and enhance support processes!

Topic:  HEAT Help Desk Software:  Live Demo and Q&A

Discover how HEAT Software can increase IT effectiveness, service productivity and customer satisfaction!

HEAT offers powerful tools for Customer Self Service, Web Access for Analysts, Knowledge Management, Asset Management, Business Process Automation...and more!

During this webinar you will see a LIVE demo of HEAT software, along with a review of what comes "out-of-the-box," as well as value-added solutions, including:

• HEAT Plus Knowledge: knowledge management module that finds the information you need, exactly when you need it, regardless of its location or structure.

• HEAT Self Service: web-based module that allows customers to solve their own support issues.

• HEAT Plus Mobile: interface for BlackBerry users that provides access to the HEAT console, tracking tools, customer data, assignments, data-logging functionality and more.

• SMART for HEAT: web-based, parameter-driven report toolkit for HEAT that includes
  pre-built Best Practice reports which can be viewed over the web or emailed to your Inbox.

See for yourself how HEAT Software can help your organization
be more productive and customer-focused!

Whether supporting customers, employees, vendors, and more, HEAT is the answer for higher value service.  HEAT provides an efficient service desk solution for the customer service department, human resources department, and/or technology management needs.

Attention HDI Members:

SMA will be hosting the following webinar for Wisconsin's Titletown HDI Chapter and we are extending this webinar to ALL HDI Chapters as well.  You can register your Chapter and watch the webinar from a central location as part of your meeting, or members can register separately.

Topic:  A Metrics & KPI Program for the IT Service Desk

             As seen in SupportWorld, Nov/Dec 2009

"IT service desk managers...generally consider metrics and KPIs as critical to evaluating the success of their business units and as the basis for developing strategic action plans for the future.  Why is there so much confusion as to the difference between metrics and KPIs, and why do we even need them?"

     Excerpt from "Implementing an IT Support Metrics and KPI Program"

     by SMA CEO, Steve Dreyer,  SupportWorld Nov/Dec 2009

During this webinar Steve Dreyer will discuss the difference between Metrics and KPIs (key performance indicators) and explain how the IT service desk can use them to:

• Assess effectiveness

• Manage IT resources

• Measure customer satisfaction

• Analyze the impact of making changes on end users

He will cover:

• Which service desk operations Metrics should be collected, according to best practices

• Which Metrics are KPI-worthy

• Examples of Metrics, KPIs and Action Plans

• How to do strategic planning and goal-setting

• How to initiate a Metrics and KPI program at the IT service desk

• Samples of web-based reports and dashboards

Register for Webinar          More about SMA

About Steve Dreyer:

Steve Dreyer is the CEO of SMA Management Systems, an IT service management consulting firm that has been working with clients on their service desk systems and processes since 1984.  SMA specializes in help desk assessments and reporting and has been the number 1 reseller for a major service desk software firm for the past six years.