Optimizing Service Desk Quality & User Experience

Presented by

Ali Makahleh, ITIL Trainer & Consultant

About this talk

The Service Desk function is the place where the service provider comes into the closest and most frequent contact with the users of the IT service; The Service provider thus has the opportunity to shape its own image and the business as seen by the users. This webcast will demonstrate how to take advantage of this opportunity to present a very professional and responsive service through the Service Desk function. Ali is an IT Service Management Consultant who has been conversant with the ITIL framework for the past few years. He has worked with a wide variety of clients on their ITIL training and Implementation, including telecommunications firms, banks, airline companies, and government departments. He is also the founder of Advanced Advertising Technologies. Ali holds the ITIL Manager’s certificate, ITIL Practitioner in Configuration Management and a BSc in Computer Science.

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