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Rubber, Meet Road: Service Desk and Service Management

With the rise of ITIL and other IT service management frameworks, a lot of talk has come about as to how to think about service management as a thing unto itself. Recently, however, there has been a great deal of discussion—online and off—about how the customer fits into the scheme. The point where service management meets customers—where the rubber meets the road—is at the service desk.

This webinar will discuss ways in which the service desk can become a conduit for the voice of the customer in the delivery of services, as well as presenting “the face of IT” to the larger organization. The service desk can be a mechanism for both feedback and input, helping organizations shape service management strategies even as consumerization, virtualization, and cloud move IT forward.

Roy Atkinson is HDI’s senior writer/analyst, focusing primarily on white papers and SupportWorld articles, and key in-house subject matter expert, holding both ITIL and HDI certifications. Roy has an extensive background as a practitioner in IT support and customer service. He is a frequent speaker and writer on customer service excellence, social support, and mobile device support.
Recorded Aug 7 2012 44 mins
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Roy Atkinson, Senior Writer/Analyst, HDI
Presentation preview: Rubber, Meet Road: Service Desk and Service Management

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    This webinar will explore:
    - Why knowledge management should be at the heart of ESM
    - How service management principles and practices affect the customer experience
    - How the ESM journey and the customer journey are related

    By registering for this webcast event, you acknowledge that your contact details may be shared with sponsor of this webinar, TOPdesk and HDI for marketing and research purposes. To update your marketing preferences at any time, please see our privacy policy (https://informa.com/privacy-policy/)
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    1. Knowledge Management – Provide better user-facing, logic-based knowledge to make it easier for employees and customers to find the answers they need through effective self-help

    2. Omnichannel Self-Service – Deliver users the knowledge they need, when and where they need it

    3. Intelligent Automation – Leverage automation that works for you and drives process efficiencies

    4. AI Augmentation – Leverage AI to enhance the digital experience for IT staff, employees, and customers to increase productivity.
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    - The current state of ESM – is it expanding?
    - What are the influences on the adoption of ESM?
    - What is the role of AI in the adoption and expansion of ESM?

    This webinar will help you understand the advantages of ESM and the increasing role of emerging technologies to enable it.
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  • Title: Rubber, Meet Road: Service Desk and Service Management
  • Live at: Aug 7 2012 3:00 pm
  • Presented by: Roy Atkinson, Senior Writer/Analyst, HDI
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