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Session 108: Beyond World-Class: What to Do After You've Achieved Best-in-Industry Support

Ben Brennan  (Senior IT Director & Author, Verizon Media)

Location: TBD

Date: Wednesday, August 5

Time: 10:15am - 11:15am

Pass Type: Premium Package, Standard Package - Get your pass now!

Track: Pursuing Service Excellence

Vault Recording: TBD

Audience Level: Advanced

You started out with a clear vision: to become a truly world-class organization. You measured the right things, hired the right people, cultivated the right culture, and achieved everything you set out to do as a support organization. What happens next? How do you keep the same excitement, momentum, and energy? Whether you've reached the peak, or need some inspiration and guidance to get there, Ben Brennan will explain how you can raise the bar even higher than world-class support by expanding your sphere of influence beyond the service desk to other organizations in the company, sharing the culture and mindset that got you to this highest echelon. It's not often the service desk team leads a cultural revolution in the whole organization—but when it happens, it's awesome!

Come join Ben and learn what happens after world-class.