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Session 603: What About Desktop?: A Case Study on Field Support at Boston University

Jill Beckman (Executive Director, Client Services, IT Help Center, Boston University)

Mark Kimionakis (Director, Desktop Services, IT Help Center, Boston University)

Date: Thursday, April 23

Time: 4:00pm - 5:00pm

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

Track: Optimizing the Support Organization

Vault Recording: TBD

Audience Level: Fundamental/Intermediate

With the focus on ITIL 4, AI, chatbots, and self-service, help desks seem to get all the love these days. Do we even need field support? In this session, Mark Kimionakis and Jill Beckman will share the story of how this role has evolved over the past five years at Boston University. Learn about the role of the desktop specialist in relationship management, their efforts towards rebranding their team, and where they think the role fits in a DevOps/Agile/ITIL 4 world. Let's explore about the future of desktop support together!