The service desk is on the frontline of IT, under pressure to increase service quality, reduce cost and generally do more with less. Many service desks managers are still searching for the right tools to help them move on from their traditional fire-fighting role, freeing up time to focus on customer expectations and continual service improvement. Others are exploring new ways of working, introducing technologies to support self-service and the growing range of IT devices that are in use in today's business environment.
Whatever kind of service desk you run, and whatever your priorities, the processes that underpin the service desk itself and the key interfaces between the service desk, service level management and the service catalogue are fundamental to your long-term success.
This seminar explains how to put those processes and interfaces in place and build a service environment where customer expectations are met every time.
- Learn the processes that underpin a good service desk
- Learn what are the key interfaces between the service desk, service level management and service catalogue
- Learn how you know if you have got the right people working on your service desk
- Learn which service desk structure is right for your organisation
- Learn the challenges and approaches to managing a distributed or global service desk
- Learn how to define a service catalogue with underpinning service levels that works for you
- Learn how to get more out of 2nd line teams by implementing operational level agreements
- Learn how to improve your workload planning and scheduling techniques to manage the service desk
This Seminar includes presentations from Marval, Nottingham Trent University & HP, CGI, & BT Global Services.
When? Wednesday 12th September 2012, 09.00hrs-16.00hrs (presentations start 10.00hrs)
Where? Museum of Industry & Science, Manchester - Map and Directions
Cost? £199 +VAT member, £325 +VAT non-member -Booking Link