HDI Conference & Expo is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.

Browse, filter, and select your list of sessions and activities. You can plan your schedule in advance and access it before and during the show via export or the conference app. This tool is provided for your convenience and does not guarantee admission to the sessions you select. Adding a session to your schedule does not register you for any preconference training or workshops.

Session 209: The Emerging Tech Hat Trick: Changes at the Help Desk

James Stanger (Chief Technology Evangelist, CompTIA)

Location: Sebastian I-4

Date: Wednesday, April 10

Time: 11:30am - 12:30pm

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

Track: Technology

Format: Session

Vault Recording: TBD

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.