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Pre-13: Security Fundamentals for the Support Center

James Stanger (Chief Technology Evangelist, CompTIA)

Date: Tuesday, April 9

Time: 9:00am - 3:30pm

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

Track: 1-Day Preconference Workshop, Service Management

Vault Recording: TBD

Audience Level: Intermediate

Over the last few years, the cloud, automation, and artificial intelligence (AI) have been steadily altering the support organization. In this workshop, Dr. James Stanger will avoid theoretical observations, "smart talk" definitions, and "what might happen" predictions. Instead, he will share detailed case studies that will illuminate the impact this emerging - or, rather, emerged - tech troika has already had.

  • How has practical cloud adoption changed how we operate the support organization?
  • What does it mean to interact meaningfully with cloud service providers and services?
  • What skills are necessary to work with 24x7 cybersecurity services and traditional cloud providers?
  • How has automation already created significant changes at the help desk?
  • Finally, what significant impact has AI had on support roles?

We've seen a "leftward shift" in the job roles and skills associated with the tech support function in today's organizations. Help desk workers are increasingly fulfilling more important niche work, including the protection of intellectual property, privacy, and more sophisticated ITSM concerns. Attend this workshop to learn more about how the changing landscape of roles and skills in the support organization will ensure its value for years to come.