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Changing Business Service Desk Requirements: How to be Customer-Centric

Manage webcast
Ian Rowlands, ASG Senior Director of Strategy & Product Management
The Service Desk keeps changing. First it was technology-centric, then process-centric. Now, at last, the focus is shifting to the customer.

In this ASG-presented webinar you will learn:

- What being “customer-centric” means, and how it is different from technology- and process-centricity
- How business requirements for the Service Desk change as a result of customer-centricity
- How ASG’s IT Service Management solutions can help you put the customer at the center of your service desk strategy, planning and operation.

As Senior Director of Strategy and Product Management, Ian Rowlands is responsible for the direction of ASG’s Applications, Service Support and Metadata Management technologies including ASG-MetaCMDB®, ASG-Rochade and ASG-Manager Products, for the creation and implementation of product launch and delivery plans and for creation and management of partner relationships as well as for providing strategic input to corporate wide initiatives. He has also served as Vice President of ASG’s repository development organization.

Prior to joining ASG Software Solutions, Rowlands served as Director of Indirect Channels for Viasoft, a leading Enterprise Application Management vendor that was later acquired by ASG. He was responsible for relationships with Viasoft’s distributor partners outside North America.
Sep 7 2012
47 mins
Changing Business Service Desk Requirements: How to be Customer-Centric
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  • Title: Changing Business Service Desk Requirements: How to be Customer-Centric
  • Live at: Sep 7 2012 1:00 pm
  • Presented by: Ian Rowlands, ASG Senior Director of Strategy & Product Management
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