Recorded: Service Desk Innovation within the Global cloud MSP community

Presented by

David Pool, Consultant, Agile Channel Consultancy

About this talk

This presentation leverages the presenter's experience working with the major cloud vendors on their respective managed service programmes. This provides a unique insight into the service desk operations and tooling being utilized within a range of leading-edge organisations. The topics covered are: - How to manage your workloads with next-gen monitoring & AI: What changes with the deployment of serverless & microservices and what are the impacts of accessing the workloads in a multi-cloud environment through a Cloud Management Portal. - How automation and DevOps enables: self-service, compliance, security governance, API integration, and implementation of standard processes such as patching. - Remote working: internally and externally managing customers that are also remote, the skills and tools that enable employees & organisations to provide quality services. - Security: embedded in design and operations from day zero, real time compliance, granular role-based access, and use of AI to identify anomalies, - Cloud based working brings a range of new commercial models, covering the purchase, operation, and optimisation of cloud services. This includes the evolution of the service levels agreement. - Vendor based tools are catching up with the third-party vendors. How do you take advantage of these options that often provide some cost benefits. The key learning points will be: - Insight into the adoption of automation within service desk operations. - Examples of the best practice in the use of next generation monitoring tools and the value created. - Overview of the leading tools being used to enhance service desk operations - Where cloud security sits within the service desk operations and why it’s critical to embed security from day one of the design. - The applications being used to enable successful remote service desk operations in the current pandemic.

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