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 805: Next Step, Quality: 5 Steps to Increasing Service Desk Effectiveness

Monica Morrison (Manager, ITSM Process Improvement, CareFirst Blue Cross Blue Shield)

LaTonya Morgan (Program Manager, US Postal Service)

Location: Panzacola G-2

Date: Friday, April 12

Time: 10:15am - 11:15am

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

Track: Service Optimization

Format: Case Study

Vault Recording: TBD

Audience Level: All

You may have a great team of professional, courteous, customer-service oriented analysts, but that doesn't mean they'll always know how to resolve an issue. Attend this interactive session for a discussion of the many obstacles to service desk effectiveness and strategies for overcoming them. Leave this session motivated to begin implementing these strategies and increasing quality on your service desk right away!

Attendees will learn:

  • How to assess the quality of your current support
  • How to utilize in-house resources to tailor and deliver a comprehensive training program
  • How to leverage knowledge management
  • How to enforce policies to ensure information is retained and utilized

Presentation Files