HDI 2018 Schedule Builder

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Session 401: The Future of Desktop Support

James Stanger (Chief Technology Evangelist, CompTIA)

Location: Room 316

Date: Thursday, April 12

Time: 10:15am - 11:15am

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

Track: Evolving Desktop Support

Experience Level: Intermediate/Advanced

Organization Maturity: Mature/Business Focus, Evolving/Proactive

Vault Recording: TBD

Audience Level: Intermediate/Advanced




For some time now, the service and support industry has debated the responsibilities of the different tiers within the traditional service desk. In this interactive session, you’ll be exposed to the research that CompTIA has conducted around the evolution of support. Join James Stanger for some eye-opening, data-driven conclusions about the changes that have occurred in the industry over the last three years, and discuss how the traditional tiers are evolving. You'll also learn about new key performance indicators, as well as fundamental shifts that impact today's ITSM support responsibilities.