Evolving Service Desk Strategy For The Hybrid Era
*REFRESHMENTS & LUNCH INCLUDED! TICKETS FREE FOR SDI MEMBERS, SMALL CHARGE FOR NON-MEMBERS*
Join us and our hand-picked speakers will share exactly how they have evolved their service desk strategies to keep pace with the hybrid era. With their support, you’ll identify new ways your service desk can improve customer experience, boost innovation and drive value to your business.
The pace of technology change has never been faster in the digital workplace and expectations around hybrid work success and workforce digital dexterity are constantly rising.
“The pandemic presented an opportunity for infrastructure and operations (I&O) leaders to accelerate the IT service desk evolution. IT service models are now enabling enterprises to embrace the hybrid workplace of the future.” Chris Matchett, Senior Director Analyst, Gartner.
Businesses today face a stark reality: employees are having fantastic experiences with the technology they use in their personal lives, but this isn’t always matched in the workplace. Initiatives such as “bring your own device”, “choose your own device” and “corporate-owned, personally enabled” are one way in which employers are seeking to address staff dissatisfaction with technology – but this is only a partial solution. Organisations must also provide staff with the same standard of IT support that they receive with consumer IT.
For the Service Desk, this poses a unique challenge. How do you deliver an outstanding user experience in an increasingly complex IT environment, where people work at any time, in any place, and on any device? During the day we’ll be covering a variety of subject areas including:
*Omni-channel service. This means allowing employees to access support through their preferred channel, wherever they are and whatever device they are using.
*Becoming genuinely end-user-centric. Service Desks must now deliver personalised experiences that reflect the employee’s role and capability, and empowers them to use IT effectively in order to achieve business targets.
*Shifting from reactive to proactive and predictive. Rather than responding to issues flagged by users, the Service Desk should use advanced data analytics to identify and mitigate issues before they become widespread. Use of advanced machine learning and big data technologies transform Service Desks into a proactive function, enabling predictive, personal and dynamic services.
Full agenda will be added shortly!