The Service Desk: Open for Business

Описание: After nearly half a decade of economic turbulence, the Service Desk remains the centerpiece of the “way in” and often the “way out” of today’s IT Operations. With staffing cuts, freezes, an increasing volume of work and a need to improve operating effectiveness while increasing operating efficiencies, how can today’s Service Desk survive and even thrive?

Please join Julie Mohr and Mark Galligan in an open presentation and discussion of how Service Desks are rising to today’s business challenges.

Topics of conversation:
Today’s IT Service market place
Open for Business
Being passionate about Service Desk services (‘cause the sane ones quit)
Your IT Storefront – (Self Service)
Investing in technology simplification
Recursive issues
Share your experiences

About Julie and Mark
Julie is passionate about service & support management providing imaginative insight & dynamic leadership to transform service & support organizations into best practice, customer-focused environments. She is an expert instructor, a certified Helpdesk Director, and a certified ITIL® Service Manager/Expert. Julie is the author of Mapping Support Processes: Blueprint for Success, The Help Desk Audit: Blueprint for Success, The Help Desk Toolkit: Companion CD & The Help Desk Dictionary.

Mark is a dedicated IT professional and is passionate about improving IT operations and the services it offers. He has over 25 years of leadership, management, and technology experience improving technology operations, IT services and customer satisfaction while reducing operating expenses for Fortune 500 companies. Mark is an active member of the Information Technology Service Management Forum and the Help Desk Institute and is currently serving as the communication chair for both organization's local chapters.