HDI 2018 Schedule Builder

View, browse and filter the list of sessions by pass type, track,customer volume and experience level. With this Scheduler Builder, you can plan your schedule in advance and access it before and during the show via export or with the HDI 2018 conference app, once live. Using this tool is for your convenience and does not commit you to the selected sessions.

Session 801: Moving Desktop to Proactive Using Self-Help and the Service Catalog

Cay Robertson (Manager, Service Desk and Access Adminstration, Tampa Electric)

Location: Room 316

Date: Friday, April 13

Time: 10:15am - 11:15am

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

Track: Evolving Desktop Support

Experience Level: Fundamental/Intermediate

Organization Maturity: Mature/Business Focus

Vault Recording: TBD

Audience Level: Fundamental/Intermediate

Is it worth the investment to have your desktop support analyst create KCS articles to increase first contact resolution (FCR)? Absolutely! By doing so, they can also have a positive impact on the department by spending more time on other important initiatives, allowing analysts to expertly minimize last-minute requests. The purpose of this session is simple and straightforward—it’ll show you how KCS and the service catalog can move your desktop team from reactive to proactive.