HDI 2018 Schedule Builder

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Session 203: Overcoming Volume Spikes with Analysis, Preparation, and Execution

Geoffrey Ruonavaara (Service Desk Manager , Michigan State University)

Location: Room 309

Date: Wednesday, April 11

Time: 11:30am - 12:30pm

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

Track: Service Desk Foundations

Experience Level: Fundamental/Intermediate

Organization Maturity: Evolving/Proactive, Immature/Reactive

Vault Recording: TBD

Audience Level: Fundamental/Intermediate

This session will look at the challenges and outcomes of Michigan State University’s service desk initiatives over the past two years. You’ll walk away with real-world advice and guidance to help you work with senior management to define success in advance, get the tools to analyze your team’s capabilities, understand the best practices to prepare your team for the challenge, and see what it takes to execute established plans to overcome spikes in service desk intake volume.