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(Past Event)

Effective Service Desk Delivery

Webinar

When:
27 Mar 2012
(Past)
Ref:
W988

How best should IT serve its internal customer, and how should its success in so doing be measured?

Summary:

In a changing landscape how should the Service Desk continue to deliver a cost effective service?

 

Today's enterprise needs to ensure that the service desk provides the level of service required and is affordable for the business. How can this best be achieved and measured?

 

Cost containment is pitted against many radical changes that potentially impact the 'traditional' IT service desk. What does the model service desk of the consumerisation age look like? How is help delivered? And by whom?

 

Two corporate IT professionals will deliver presentations - join peers to discuss the key issues and share experiences.

Speakers:

MWH Global

The Co-operative Bank

Midcounties Co-operative

Objectives:

To share experiences of current service desk management and define best practice going forward.

Who should attend:

Corporate IT professionals with a key interest in the evolving role of the service desk in today's corporate environment.

Agenda:

The final agenda will be developed through consultation amongst delegates - provisional discussion areas include:

  • Case study presentations
  • Impact of consumer devices and anytime / anywhere working
  • Effective self-service
  • Tools: ticketing and tracking, assist and fix
  • Models: challenges and solutions for enterprise organisations
    • Geography, staffing, 24 x 7, follow-the-sun…
  • Internal vs. outsourced: 1st, 2nd and 3rd-line support
  • Measuring and maintaining Customer Satisfaction