Managing End-User Expectations of IT, Support, and Access Channels

In this recorded webinar presentation Andrew Shepherd, Service Desk Team Lead at Domestic and General, shows us how their service desk has been turned from a reactive team to a proactive, innovative team. Andrew takes us through his approach to transforming the service desk and describes how the team learnt more about the other teams

by Scarlett Bayes, Industry Analyst, SDI Enterprise Service Management (ESM) is not a new concept; some organisations have been using similar processes, to the ones used in IT service management, across different departments for years. However, what we call it has been the subject of some debate. You might be familiar with Beyond IT(SM), Shared