Phyllis Drucker, Business Process Consultant, Linium
Does your organization see the value of your Service Desk? When budget cuts are made, the Service Desk is one of the first places cut due to the lack of perceived value yet many organizations don’t spend the time to look at ways to optimize and improve their services. Doing so requires a holistic approach. Service Desk Optimization is about understanding your vision, then utilizing processes, people and organizational structures that support effective Service Desk operations. This webinar will focus on some simple processes that can help you produce great results, provide excellent service and run cost effectively.
Currently a business process consultant at Linium, Phyllis is an ITIL certified consultant and information leader with over 20 years’ experience in the disciplines and frameworks of IT Service Management as both a practitioner and consultant. She has served the itSMF USA since 2004 in a variety of capacities including volunteer, board member and operations director. She is a frequent contributor of knowledge to the ITSM profession including numerous presentations, whitepapers and articles. Since 1997, Phyllis has helped to advance the profession of ITSM leaders and practitioners worldwide by providing her experience and insight on a wide variety of ITSM topics.