The Service Desk: Hub of Your ITSM Implementation

Presented by

Phyllis Drucker, Operations Director, itSMF USA

About this talk

Do you think the Service Desk is only about support? Learn how your single point of contact can evolve into a hub for your entire Service Management implementation. While thier primary role may include traditional support activities like incident and service request management your service desk technicians have their ears to the ground and may be surprised to learn they have the broadest knowledge of anyone in your IT organization. You can leverage their skills and knowledge by integrating them into many of the practices you’re implementing. This unique view to empowering your Service Desk may offer you just what you need to truly integrate all of your Service Management activities.

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