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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