Meeting Expectations & Avoiding Burnout Amid The Technical Talent Shortage

Presented by

Andy Walsh - Vivantio, Melissa Faletra - Vivantio & David Wright - SDI

About this talk

What happens when you can’t right-size your service team to keep up with demand? Technical resources in the employee talent pool have dwindled in recent years, and the shortage is expected only to continue – with employee retention and mental health, customer satisfaction, and revenue all taking hits. Service desk managers are scrambling for SLA compliance while protecting their agents and technicians from drowning in 2-3x the workload. Join the service operations experts at Vivantio for an exploration into tech-led service management. COO/co-founder Andy Walsh and product specialist Melissa Faletra join forces to guide you through finding and leveraging a service management solution, informed by decades of experience and expertise. Learn how to future-proof your service desk, and ensure a better experience for the people at either end of a help ticket. This webinar will cover: The benefits of a technology-led service desk   Strategic application of automation and AI in service delivery Tools and software requirements to meet your team’s current and future needs   Why centralized service management is the ideal state
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The Service Desk Institute (SDI) has been connecting service professionals across the world since 1988 and is the leading global community for everyone working in the service and support industry. Our mission is to inspire service desks and support teams to be brilliant. With a passion for providing industry best practice and sharing knowledge, SDI is dedicated to guiding, inspiring, and connecting ITSM, service desk and support communities. A respected, trusted and independent advisor to the industry, SDI has inspired thousands of organisations and professionals around the world to embark on journeys of service improvement and to be the best they can possibly be. For more information, visit