Managing a Service Desk in today’s lightning-fast IT world is challenging in the best of circumstances. As such we reach for each and every tool that we can bring to bear to give supervisors, managers, and directors the edge they need to lead their teams towards success.
Matthew Aaron, Service Desk Supervisor for Independence Blue Cross, completely transformed his team by establishing strong metric analysis and by using this data to guide decision making. Spend some time with Matt learning how he created real, actionable results for his team simply by changing the numbers and how they were looked at.
There’s a sea change taking place in service and how consumer ‘journeys’ are taking place. Howard Kendall, founder of the SDI, has spent much time keeping track of what is really going on, how customer expectations are changing, and how we can use leverage this in the service desk industry.
Join Howard for an informative discussion on how service desk can successfully rise to the challenge of delivering excellent customer service, meeting, and possibly surpassing, the expectations of the customers they support. Howard will provide some top tips that will help to win the hearts and minds of service desk customers and build stronger relationships with end-user constituents, elevating the position of the service desk within the IT organisation.
Given the lightning fast pace of growth in technology, the marketplace, regulatory changes and business trends, it is no wonder that our environments are constantly changing. As service providers, we are adding new technologies, seeking ways to adapt to new demands, and always driving to improve our service.
Ruth Balton (Director of Service Delivery) and Matthew Aaron (Supervisor of the Service Desk) from Independence Blue Cross will discuss the myriad of changes that have occurred within their organization over the past year and take a look at their successes, challenges and lessons learned from managing the Service Desk. Join the discussion to learn how they are turning the challenges of change into opportunities for progress.
La ponencia quiere servir de base para identificar qué tendencias pueden formar parte de un plan director de un Service Desk (SD). En función de los objetivos de un SD, el responsable del mismo puede
identificar cuáles de las tendencias pueden aplicar, y dónde y qué valor pueden generar, de cara a definir el Plan Director de su SD.
The National Institutes of Health (NIH) is a very large, multi-faceted organization with a significant IT presence. A ten year veteran of the IT customer support industry, Phil will discuss his organization’s challenges, trials and tribulations, and successes as they evolved from a Help Desk to an IT Service Management focused Service Desk.
Phil’s presentation covers: the transformation of their very large internal organization – what was the “before” picture and how they determined what needed to change; how they articulated a vision and set objectives; the process of creating buy-in from skeptical IT service partners and customers in adopting the necessary ITIL processes – what worked and why; the process used to select and implement the right tools to support the objectives; steps taken to “cement” a service-based climate and a summary of major improvements made that radically changed IT support.
Outgrowing your old help desk tool? Curious how an ITIL-based solution could elevate your organization?
Join Luke Grimstrup, product manager for GoToAssist, as he explores how using a service desk over a ticketing tool can help you deliver better customer support.
Attend this live webinar to learn:
• The differences between a ticketing tool and a service desk solution
• What ITIL is and why it matters
• How to make a smooth transition to a service desk
• And more…
Is the user experience with the Service Desk at your organization good, but at the same time, feels like something is missing? The Service Catalog may just be the thing that would fill in what’s missing. But wait a minute—isn’t the Service Catalog an outcome of strategy? Doesn’t the Service Catalog reflect those services that the ‘customers’ of IT have agreed to fund? How can defining a Service Catalog help the Service Desk, which primarily interacts with the ‘consumers’ of IT? In this session, Doug Tedder discusses five PDG (Pretty Darn Good) ways having a Service Catalog enhances the Service Desk.Read more >
Reach Help Desk Nirvana! How nice would it be for IT and the service desk team to have the ability to actually prevent incidents and resulting “tickets”? Now is the time to get on the road to a ticketless service desk. In this webinar, we will discuss social self-service and actionable “Big Data” analytic approaches that improve service quality and staff efficiency. We will look at how these capabilities come together with automation to provide the connected intelligence required to succeed in an ever changing and demanding IT world.
• IT can support and then leverage social collaboration as users help each other and themselves
• Agents and service desk analysts can be responsive when “tickets” are created to identify trends and remediate appropriately
Whether we like it or not, there is a truth about performance in a service provider organization: You can meet every contractual obligation and still have an upset customer!
Today’s service providers, given the current economic climate, aren’t in a position to just lose customers over what they consider to be “insignificant issues.” They need to be just as concerned about operational efficiency as they are about customer satisfaction.
Unfortunately, most organizations are still selecting metrics based upon “best practices,” framework-specific recommendations or “the way that we’ve always done things around here.” It’s unlikely that any of these approaches are going to provide the right mix to give you the needed visibility or flexibility to move into the next evolution of your service desk.
Please join us for this important session, where we will examine a new basis upon which to consider metrics and some concrete steps you can take to move your organization forward.
Gains in service desk efficiency are not always readily apparent or easy to achieve when you are constantly navigating through daily challenges. A different perspective and some experience-based hindsight can help you see the main obstacles and set a course for success.
- Explore a proven service management framework
- Discuss challenges and effective uses associated with data analytics
- Hear about proven practices and case study examples
Join us for this interactive discussion with Ed Vaccaro, Global VP of Product Management, Edge Service Management by Unisys, and Dan Huberty, CTO and VP of Portfolio and Solutions Management, where we will discuss the importance of analytics and aligning your service strategy around the needs and wants of your employees. Taking an integrated approach - people, process and technology - to define the goals for transforming your organization is central to improving your agility and institutionalizing a services-based focus to achieve a true measure of operational excellence.
We may not have flying cars yet but the self-driving car is actually beginning its infancy. With all the technology swirling around us and in our pockets and purses surely the paradigm of the Service Desk has changed as well. Yes and No. Today’s users are bright and more tech-savvy in terms of using technology than ever before. As long as it works. But when something doesn't quite work, they want to solve it themselves using the easiest means at their disposal, Google, Twitter, Facebook, Instagram, Snapchat, etc. This might work well from their perspective but not from ours.
Join George Spalding, Executive Vice President, Pink Elephant, as he focuses on the evolution of the Service Desk and what’s in store for the next 5 years.
"Putting the Right People in the Right Places"
This presentation will focus on the human element of one of the most important functions within an IT environment. Establishing and optimizing your Local or Centralized Service Desk begins with hiring the right people, and placing them in positions that will help your organization succeed.
Are you really connected with your customers?
Today’s customer expectations are higher than ever for what they expect from IT and their service desk. Do you have the necessary strategies and tools in place to meet those expectations? What can you do to move yourself closer to understanding your customers needs and become the leading service provider to the business?
In this session, we will discuss what some of the key elements are to successfully planning, implementing and delivering a higher level of service for your customers. We’ll look at how platforms and technologies such as Service Catalogs, Voice Automation and Social Collaboration can help you extend your reach into the business. We’ll also discuss some of the key challenges facing IT departments and the Service Desk and what you can do to overcome those challenges.
This discussion will highlight some key attributes of the Service Desk that often can go unrecognized:
- Discussion around cross training for your S.D. personnel. How to make that happen, and the positive consequences as a result
- Keys to marketing the Service Desk within your organization
- Going on “fishing expeditions” to seek out potential opportunities for the Service Desk
- Focus on career growth. See the Service Desk as an entry point, not a dead end, to your IT organization.
Mark Smiley is ITIL® & HDI certified with over a decade of ITSM and Service Desk experience. He's worked with various clients and industries from around the world, including the government, healthcare, and education sectors, ranging from 5,000 to 400,000 users. Most recently, he has assisted in the establishment and development of three Service Desks, in addition to directly managing teams dedicated to customer support. He currently is working as a senior advisor to the United States Marine Corps as they establish their own Service Desk to support their day to day operations.
Despite an abundance of industry best practices and years of trying, IT service and support self-assessments continue to reflect relatively low levels of maturity. This has been compounded by dramatic cost pressures over the past five years while IT organizations are now entertaining new delivery and sourcing options. How can IT Service Desk organizations improve their delivery and operations in light of these demands?
This session will present pragmatic suggestions on how the IT Service Desk team can provide more value in a reasonable, step-wise fashion. We will look at maturing the Help Desk function, the change management process and the overall area of self-service request management which includes the service catalog. And, we will discuss the benefits and improvements that can be realized along the way.
Please join us to learn how you can pragmatically extend your Service Desk capabilities to better meet the needs of your organization.
Presentation Summary :
ITIL v3 has been controversial and in many people’s view not as good as v2. However it advocates integrating IT with the business which gives the service desk a new lease of life as it sits as the link between the two. But do CIOs – and the business, for that matter, see the benefit of the Service Desk in this role> Are people too busy worrying about the mechanics of iTIL rather than the customer and organisational benefits? Howard examines the issues, throws in some concerns of his own and comes up with some interesting conclusions.
Business, IT and the Service Desk are under great urgency and pressure to reinvent themselves given current economic conditions, global competitiveness and technological advances. Today, the purpose for the Service Desk is radically different than when it was first conceived, continuously improved and then outsourced.
Join this expert panel as they discuss some of the current challenges and opportunities for re-imagining, re-inventing and re-purposing the Service Desk.
*Do we need to re-imagine, re-invent and re-purpose the Service Desk given the reality of today’s business, technology and users?
*What business valued services can the Service Desk provide and how do we ‘commoditize’ IT services that are standard, repetitive and non-valued?
*How do we best transform our purpose, vision and services to better partner with the business and become that ‘trusted advisor'?
*How do best work with the business and IT organization in adopting Technology trends like Social Media, Mobile technologies, BYOD policies, Cloud computing and the WOW self-service consumer experience?