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Session 210: Taking Support to the Next Level: Communication, Collaboration, Coordination

Vincent Geffray (Senior Director, Product Marketing, Everbridge)

Location: Sebastian I-1

Date: Wednesday, April 10

Time: 11:30am - 12:30pm

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

Track: Service Optimization

Format: Session

Vault Recording: TBD

Audience Level: Intermediate/Advanced

As our industry transforms and matures, last century standards for cross-team communication become less and less efficient. And in today's digital world, the tiniest technical glitch can have huge consequences—requiring swift and flawless communication. Whether it's a datacenter outage, a cyber-attack, an application failure, or a manmade issue, they're all critical events which support centers need to identify, categorize, and help coordinate cross-functional teams for timely restoration.
Today, there's an area where the role of the service desk continues to become more and more strategic when it comes to communication: Incident Response. So when things go wrong with IT, will you be prepared to manage critical events? Are people engaging? Are you using the right tools? Are you meeting your SLAs and complying with regulations?
In this session, Vincent Geffray explore the challenges faced by modern team structures when it comes to interrupted or complex coordination during unexpected IT downtime events.

What You'll Learn
- The challenges around communication, collaboration, and coordination
- Why not all incidents are equally important
- How automation can help
- Solutions, ideas, and takeaways for critical incident response