Roy Atkinson, Senior Writer/Analyst, HDI
With the rise of ITIL and other IT service management frameworks, a lot of talk has come about as to how to think about service management as a thing unto itself. Recently, however, there has been a great deal of discussion—online and off—about how the customer fits into the scheme. The point where service management meets customers—where the rubber meets the road—is at the service desk.
This webinar will discuss ways in which the service desk can become a conduit for the voice of the customer in the delivery of services, as well as presenting “the face of IT” to the larger organization. The service desk can be a mechanism for both feedback and input, helping organizations shape service management strategies even as consumerization, virtualization, and cloud move IT forward.
Roy Atkinson is HDI’s senior writer/analyst, focusing primarily on white papers and SupportWorld articles, and key in-house subject matter expert, holding both ITIL and HDI certifications. Roy has an extensive background as a practitioner in IT support and customer service. He is a frequent speaker and writer on customer service excellence, social support, and mobile device support.