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Webinar - Improve IT Satisfaction by Standardizing the Service Desk

Customer service issues are rarely caused by problems with personality and professionalism but are almost always a symptom of poor and inconsistent processes. Service desk managers usually try to tackle these issues by hiring new staff and/or implementing new software; however, this highlights issues around deficient processes. Without fixing the basic services, investing in new solutions will wrap your issues in a prettier package but won’t necessarily solve them. Service desk is known as the face of IT and is the foundation of all other service management processes. Improving service desk efficiency enhances IT service management and increases end-user satisfaction. Join us for this webinar, where we:

  • Define best practices for service support.
  • Review ticket handling procedures.
  • Discuss processes for effective incident management and service request fulfillment.

Featured Speakers

Ken Weston, PMP, Cert.APM, SMC

Senior Research Analyst, Infrastructure & Operations
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Mahmoud Ramin, PhD

Research Specialist, Infrastructure & Operations
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Benedict Chang

Research Analyst, Infrastructure
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