Today’s service desks are farther and farther removed from the help desks of yesteryear in which all equipment was standardized and issued solely by IT. Support organizations are struggling more to keep up with the demands of an ever growing population of mobile users using a diverse of devices, applications, systems, and equipment. In fact, of the top five factors causing ticket volumes to rise, new and current technology accounts for four.
Navigating this ever-changing technology landscape requires an expanding set of skills. In this webinar, Rae Ann Bruno will provide essential training for service and support leaders facing new or in-progress technology implementations.
You will learn about:
* How technology impacts the service and support center's current and future role
* The key technologies needed to run a successful service and support center
* Best practices for implementing new technologies and building a business case to justify investment
* Managing the process of tool selection, including needs analysis, demos, evaluation, and selection