In an era that is seeing businesses transform themselves from a slow, paper-based organization to a fast, reactive digital enterprise, not ensuring that your help desk stays up to keep pace with your business goals and needs can be a crippling and, ultimately, costly detriment to your company.
Join George Spalding, Executive Vice President of Pink Elephant, and Adam OBrien, Product Marketing Manager for SunView Software, as they take a look at 5 key ways you can avoid the death of your service desk while optimizing your platform to meet the demands of today's high speed digital enterprise.
Optimizing Your Service Desk for the Digital Enterprise
1. +
Hosted By:
Adam OBrien
Product Marketing Manager
SunView Software
aobrien@sunviewsoftware.com
Presented By:
George Spalding
Vice President, Pink Elephant
Your Service Desk Is Dying
2. Housekeeping
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• This webinar will be available shortly after its conclusion
• Share this webinar and check out the supplemental guide ’25
Requirements for a Service Desk Solution’
• Have a question regarding anything that is covered during this
webinar? Use the BrightTalk ‘Ask A Question’ window to submit
your question to the webinar panel!
3. Today’s Presenters
3
Adam OBrien - Host
Product Marketing Manager – SunView Software
@theadamobrien
aobrien@sunviewsoftware.com
George Spalding - Presenter
Executive Vice President – Pink Elephant
Co-author, ITIL V3 Continual Service Improvement core volume
2012 Ron Muns Lifetime Achievement Award Winner
@gspalding11
4. Agenda
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Your Service Desk Is Dying… Unless
5 Ways to Optimize Your Service Desk
for the Digital Enterprise
Opportunities and Next Steps
Q&A
5. Poll Question
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What is your service desk’s biggest challenge with
adapting to the needs of the digital enterprise?
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Your Service Desk Is Dying… Unless
Meeting the needs of the new workforce will require IT
change, especially in the age of consumer-like IT
services
PROFILE IMPACT ON IT
Tech Savvy Tech Critic
Consumer Tech Shadow IT, App Stores
Mobile Preference Mobile Access, BYOD
Search First Self-Service; Self-Support
Like Collaboration Collaboration Enablement
Feedback Centric Sentiment Capture
Anti- Bureaucratic DevOps Style Development
7. Pink Elephant – Leading The Way In IT Management Best Practices
5 Ways to Optimize Your Service
Desk for the Digital Enterprise
George Spalding
Executive Vice President
Pink Elephant
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Service Desk for a New Generation of Users
Ironing out the kinks in a service desk's
appearance and functionality keeps
users communicating through a single
channel rather than seeking out
alternatives.
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Next Steps
• Get the right Service Desk solution
• Implement Service Request processes for common requests
• Leverage automation to streamline request/incident handling
• Improve Self-Service experience with user-centric design
• Take advantage of Knowledge Management to reduce time to
resolution and provide point of request help
Improve Employee Engagement - Be more Agile
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Best-Value Service Management Platform
for Any Size Organization
ITIL-Based Processes
Codeless Configurations
Persona-Based Dashboards
Powerful Automations
Responsive Design Self-Service
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Get Connected
Do you have any personal experience or additional
questions regarding the topics we covered today?
Get into the discussion:
• Tweet to: @TheAdamOBrien,@SunViewSoftware, or
@theitilexperts
• Email: aobrien@sunviewsoftware.com
23. Thank You!
If you would like to find out more visit
www.SunViewSoftware.com
LinkedIn.com/companies/sunview-software-inc-
Twitter.com/SunViewSoftware
Facebook.com/SunViewSoftware