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SupportWorld Live Schedule 2024

HDI's SupportWorld Live provides inspirational sessions that matter to you, with high-quality speakers and more practitioner-led case studies than ever, this conference is sure to educate and inspire you.

You can find specific sessions by checking the conference tracks and/or conference pass types on the left hand side below. Check back frequently, information is added weekly! Click on session titles for full session descriptions. All times noted are in MST.

Pre-10: Innovating the Service Portal

Phyllis Drucker  (Industry Thought Leader, EZ2BGR8 Service Management)

Location: Room 205

Date: Monday, April 29

Time: 8:30 am - 3:30 pm

Pass Type: VIP Access Conference Pass - Get your pass now!

Track : Evolving the Customer and Employee Experience, Achieving Service Excellence

Session Type: Workshop

Vault Recording: TBD

Audience Level: All

This workshop aims to train and prepare professionals to design effective service portals and service request catalogs. Participants will learn what's needed to deliver a modern self-service experience, how to structure service offerings and create a digital service that fits with a modern-day customer experience for digital support. They'll also learn about the common pitfalls of service portals and how to avoid them by creating a service portal that is a key component of a holistic support design, with features and capabilities that support employees and customers while still enabling IT to scale support. The workshop focuses on understanding what it takes to deliver a user-focused experience: how to structure services, design a portal taxonomy, design requests and pull the pieces together as part of a holistic support experience that relies on design and automation to deliver a great user experience.

If you support service management platforms, design online catalogs and catalog items, or are in any way interested in creating an online portal presence for your organization, this workshop is for you!


Modern digital design techniques that "humanize" the delivery of support
Moving from IT support to enterprise support and why it's critical to the employee experience
Understanding of key portal and service catalog needs