HDI 2018 Schedule Builder

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Breakfast Briefing 9: Using Knowledge Effectively to Accelerate Self-Service ROI

Justin Roux (Director of Product Marketing and Program Management, EasyVista)

Location: Room 317

Date: Thursday, April 12

Time: 7:30am - 8:15am

Pass Type: Conference and Expo Package - Get your pass now!

Track: Breakfast Briefing

Vault Recording: TBD

At the end of the day, we all know that end users who can resolve issues themselves through a properly implemented knowledge management strategy don’t make calls to the service desk. This is the promised land that we all strive for – where we hope to lower service desk costs and empower our end users to help themselves. Unfortunately, this is seldom realized due to a lack of engaging content and technological limitations within our existing ITSM tool’s knowledge capabilities – and once end users taste this bad self-service experience, they do not come back for more. In this session, we will explore what modern knowledge tools, analytics and best practices you should invest resources in to create more engaging, interactive knowledge experiences for your end users.

Please join Justin Roux, Director of Product Marketing and Program Management at EasyVista, to learn the differences in self-service and self-help strategies, how to get more out of your traditional knowledge base solution, and what usage statistics to track for insight into where you should continue to invest. When you leave this session, you will have a strategy for deflecting 30% of your service desk calls and accelerating your self-service ROI.