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Session 405: HR Isn't IT, Silly: Strategies for Enterprise Service Management

Phyllis Drucker (Senior Consultant, Linium)

Location: Sebastian I-1

Date: Thursday, April 11

Time: 10:15am - 11:15am

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

Track: Service Management, Service Optimization

Format: Session

Vault Recording: TBD

Audience Level: All

As organizations globalize and expand, many are centralizing support through an enterprise service desk. But there are some caveats and quid pro quos to providing enterprise-level service and support. In this session attendees will take a deep dive into what it takes to provide true enterprise support, looking at common support channels (phone, email, chat, social, service portal) and best practices for making the most of each one. We'll also consider tools and providers, and how to account for them in your plans, as well as common challenges. Attendees will walk away with a better understanding of how to:

  • Communicate with multiple lines of business and speak their languages
  • Support multilingual, global organizations
  • Navigate changing service levels across providers
  • Select the right tools for your organization
  • Ensure your organization is secure
  • Support your frontline as the service desk expands

Presentation Files