Service Desk Self-service with Support Automation and On-demand Training

Presented by

Mark Talley, Principal Consultant, CA Technologies & Allen Houpt, Advisor, CA Technologies

About this talk

This session explores the benefits of traditional Support self service, but then dives into the expanded benefits of “modern” Support Automation. It then takes a leap into the newer realm of on-demand, contextual training. All combine to empower Support users and analysts to be more self-sufficient and come up to speed quicker, resulting in support efficiency and quicker issue resolution and time-to-value.

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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.