Kate Hamblin - Senior IT Service Management Consultant
The Service Desk is the window to IT services. When things go wrong on the Service Desk, the organisation’s perception of IT suffers. So it is crucial to make sure your IT Service is always improving.
Why assess your Service Desk when you know it needs to be improved? Well the first step to improving any service is to fully understand your current position. This is evident in many methodologies, such as the Deming Cycle “PDCA” (plan–do–check–adjust).
Join Pink Elephant’s Kate Hamblin for a session on the importance of assessing and understanding your Service Desk’s weaknesses and strengths along with advice on identifying areas of opportunities for further improvement.
· Service desk vs help desk
· Overview of the ITIL 4 CSI model
· Common areas for improvement
· Value of a service desk
· Pink Elephants Process and Service Desk Assessment
Pink Elephant has over 20 years’ experience in the Service Desk industry, and leads the way in delivering effective operations, skilled teams and outstanding service. At every step, we ensure our solutions meet client requirements by focusing on the people, processes and performance of Service Desks.
Kate is a dynamic and enthusiastic accredited trainer with almost 20 years’ experience in both internal and external delivery of service management and customer service education and consultancy.