itSMF UK e-Symposium - The Next Generation Service Desk
The Next Generation Service Desk
Your service desk delivers critical support to the entire organization by keeping key business systems and services available and reliable. As your infrastructure becomes increasingly complex, problem resolution becomes more time-consuming and costs to maintain quality services escalate. This online conference will cover the changing role of the service desk and how customers are evolving it to manage service requests with fewer touches by leveraging automation.
5 Recorded Webcasts
Program
19 Mar '09 - 10:00am New York / 2:00pm London / 10:00pm Singapore
Welcome by Moderator
To view the "The Next Generation Service Desk" programme line up for the live day you must first REGISTER for the event or LOG IN to the events site. To register for the event, please click on the 'Confirm attendance' button.
(00:02:00s)
Jeffrey Ritter
Founder, CEO
Waters Edge Consulting
19 Mar '09 - 10:05am New York / 2:05pm London / 10:05pm Singapore
Service Desks; A Catalyst for Change
As the pace of change increases to ever complex support models, how can the service desk keep pace with the knowledge, operability and supportability of new estates, toolsets and applications. It is key for the service desk to be at the hub of all support, to act as a knowledge manager whilst ensuring the estate is supported in the most cost effective and efficient manner. What steps must the desk take to ensure it can achieve these requirements?
(00:32:00s)
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Jules Collett
Head of Service Desks Region 2
Fujitsu
19 Mar '09 - 10:35am New York / 2:35pm London / 10:35pm Singapore
Leveraging Automation and integration to drive down total cost of ownership of your service desk
Automation and silo-integration are two key components of the next generation service desk. In this presentation we will discuss how these capabilities and others allow you to better align IT with the business. We will discuss customer examples and how automation improves the IT Service experience by eliminating many of the problems that occur in your typical service desk operation.
(00:34:00s)
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Pandian Athirajan
Product Manager, Service Request Manager
IBM
19 Mar '09 - 11:05am New York / 3:05pm London / 11:05pm Singapore
ITIL V3 Meets Software as a Service
Software as a Service (SaaS) applications built around ITIL v3 best practice processes are revolutionizing the IT service management industry. This session provides insight into how SaaS applications built around ITIL best practices can help your organization capitalize on a significant trend. You will learn about the basics of SaaS, the different delivery models, and the many benefits SaaS applications and best practice processes can bring to your organization.
(00:34:00s)
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Matt French
Director of Marketing
Service-now.com
19 Mar '09 - 11:35am New York / 3:35pm London / 11:35pm Singapore
Roundtable Discussion
During the roundtable discussion, these leading experts will debate 'The Next Generation Service Desk'. As with all sessions, you can ask the panel live questions via the event moderator.
(00:27:00s)
Jules Collett
Head of Service Desks Region 2
Fujitsu
Matt French
Director of Marketing
Service-now.com
Pandian Athirajan
Product Manager, Service Request Manager
IBM
