Evolving From A Help Desk To An ITIL Service Desk

Presented by

Phil Day, Chief, NIH IT Service Desk

About this talk

The National Institutes of Health (NIH) is a very large, multi-faceted organization with a significant IT presence. A ten year veteran of the IT customer support industry, Phil will discuss his organization’s challenges, trials and tribulations, and successes as they evolved from a Help Desk to an IT Service Management focused Service Desk. Phil’s presentation covers: the transformation of their very large internal organization – what was the “before” picture and how they determined what needed to change; how they articulated a vision and set objectives; the process of creating buy-in from skeptical IT service partners and customers in adopting the necessary ITIL processes – what worked and why; the process used to select and implement the right tools to support the objectives; steps taken to “cement” a service-based climate and a summary of major improvements made that radically changed IT support.

Related topics:

More from this channel

Upcoming talks (0)
On-demand talks (20)
Subscribers (26332)
Tune into the webinars in this BrightTALK Channel for the latest best practices and analysis of information technology. The content is specifically created for public sector IT professionals and administrators.