2026 Schedule

When your organization grows, so do your silos. For years, our Help Desk and Dispatch teams operated as separate groups, each effective in its own domain but struggling to provide a seamless customer experience. We saw duplicated work, inconsistent processes, uneven skill levels, and unclear ownership.

In this session, we'll share how we merged these two functions into a unified Service Desk, aligning with industry best practices (ITIL, HDI standards) and transforming how we deliver support. Attendees will hear how we:

Built a shared vision and change roadmap rooted in service management maturity
Redesigned roles, workflows, and escalation models for a unified intake process
Cross-trained and reskilled staff to increase flexibility and career growth
Introduced consistent metrics, centralized tools, and standardized communication practices
Expanded services handled at Level 1, improving both speed and first-contact resolution
Maintained morale and transparency through active change management and coaching

We'll walk through what worked, what didn't, and what we'd do differently. Attendees will leave with a practical playbook for combining teams, standardizing processes, and improving customer experience—all while bringing their people along for the journey.

Takeaway

Identify key steps for merging operational support teams effectively.
Apply change management tactics to maintain morale and engagement.
Design cross-training and skilling-up programs that actually work.
Build consistent workflows and measures across previously siloed groups.
Recognize early warning signs and success indicators for unification efforts.