Drive Efficiencies by Empowering Service Desk Users with Collaboration

Presented by

Trey Perkins, Brown-Forman Corporation, and Mark Talley & Allen Houpt, CA Technologies

About this talk

Not all collaboration is created equal. This session explores the move toward the increasingly mobile, decentralized workforce driving a cultural shift to online collaboration and self-help. The benefits include improved productivity of end users and support personnel, via streamlined issue resolution. Collaboration helps reduce the number of service tickets and the mean-time-to-resolution by going beyond the traditional knowledge base. It also drives better user satisfaction and improves IT’s image in the business.

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The consumerization of IT, BYOD and changing service delivery models are driving organizations to transform their approach to Service Management. This is requiring a re-think of the IT front office, emphasizing self-service, improved collaboration and integrated and personalized offerings targeted to their specific audience, available across any device. At the same time, organizations continue to need to reduce costs and drive operational efficiency to free up resources to support innovation and growth initiatives. Join us for one of our many insightful webcasts featuring customers, analysts, partners and evangelists as they talk about how you can transform your complex IT service portfolios into well-managed, optimized productivity solutions that make it easier for business users to get what they need, when they need it, while reducing operational cost and driving greater efficiency. Some sessions will be approved for Personal Development Credits.