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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, Optimo-IT)

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