itSMF UK e-Symposium - Who Really Manages Your Service Desk?

Who Really Manages Your Service Desk?
Managing your enterprises’ Service Desk is no longer just about incident response and achieving service levels… it’s become a fundamental part of the business strategy to manage service commitments, keep end users productive and keep the business running 24/7.
Today Service Desk Managers strive to deliver a better service to the business – and continually look for more efficient and cost-effective ways of managing the service desk function in order to achieve this. Outsourcing has long been a solution to this problem – and more recently vendors are offering their software solutions as a ‘consumable’ service… but what are the real advantages of letting someone else ‘Manage’ your Service Desk?

5 Recorded Webcasts

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Program

20 Nov '08
Welcome by Moderator

This online conference explores different approaches to Service Desk Management and provides practical advice for organisations facing the challenge of simplifying their complex service and support requirements. To view the "Who Really Manages Your 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)

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Mike Simons
Editor
ComputerWorld UK

20 Nov '08
Value Based Outsourcing - the Recipe for Success

Outsourcing as an approach has evolved over time from a cost driven exercise through to a value based approach. Similarly the changing customer environment has led many organisations to shift their focus from functionality and price to the customer experience that they deliver. The Service Desk is pivotal in the outsourcing relationship and uniquely placed to identify, inform, and act as a catalyst to transform service to deliver value in customers’ terms. The challenge is making this a reality. This presentation will discuss how best to achieve this and what the ingredients of success are.

(00:40:00s)

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Gwenda Connell
Change Manager
Fujitsu

Matthew Rate
Business Consultant
Fujitsu

20 Nov '08
IT Service Management Tools as a Service

Not only ERP systems and CRM systems are delivered as “Software as a Service” (SaaS) today. Also IT Service Management solutions can be acquired as services provided to customers across the Internet. Christian F. Nissen has been the architect behind an IT Service Management portal that includes integrated tools, process descriptions, reporting facilities and organisational implementation guidelines. The presentation will include examples on how to provide IT Service Management as “Software as a Service”, the architecture behind the solution, the challenges encountered and what the customers should be aware of before choosing to manage their IT Services through SaaS solutions.

(00:46:00s)

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Christian Nissen
CEO
CFN People A/S

20 Nov '08
AGCO Service Desk Management – A Customer Experience

Find out how AGCO, one of the world's largest manufacturers and distributors of agricultural equipment, applied ITIL® best practice to managing their service desk – and gain insight into how this has impacted their service levels and support of business functions.

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(00:43:00s)

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Mark H Grant
Manager IT Governance, Security & Technical Support
AGCO

Robert Stroud
VP, ITSM & IT Governance Evangelist
CA