How Do You Know How Good You Are?
This is a question that has never been more relevant to the Service Desk Industry. We might think that we’re doing a good job; that our customers are happy and that we are performing a core business function – but how do we know? In this presentation SDI Chairman Howard Kendall will explain how Service Desks can realise their value and convey this to the rest of the business. Using the recent SDI Benchmarking Survey, Howard will examine where desks are falling down and where they are doing particularly well by analysing industry trends and what metrics we are measuring and why. Howard Kendall has IT service management flowing through his veins and is passionately committed to service in all its many forms. As the founding director of the Service Desk Institute (SDI) with over 7,500 global members, he is recognised as the leading industry authority in Europe, regularly speaking at industry events and contributing to industry titles. Beginning in the technology arena as a computer operator at 3M, Howard followed with positions in IT support management at Citibank and the Prudential. As Chairman of the Institute of Customer Service (ICS) during 2001-2002 he demonstrated his customer passion being regularly involved in worldwide service standards development. He chaired the BSi British Standards committee that developed BS8600 (now ISO10002), the Complaints Management Standard, and is currently working with BSi and International Standards Organisation (ISO) to develop a class leading general Customer Service Standard.
- Presenting
- Howard Kendall, Founding Director, SDI Europe
- Channel
- IT Service Management
- Date
- Feb 18 2010
- Duration
- 2901
- Tags
- SDI, Howard Kendall, Service desk management
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