CC Expo is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.

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.

Session 102: Survivor: The Service Desk

Joseph Munoz  (ASRS, Seaver College Business and Communication Division, Pepperdine University)

Date: Tuesday, April 30

Time: 10:15 am - 11:15 am

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass - Get your pass now!

Track : Achieving Service Excellence, Optimizing the Support Organization

Session Type: Case Study

Vault Recording: TBD

Audience Level: Fundamental/Intermediate

When budget cuts abruptly eliminated IT staff and support for undergraduate, just before the fall semester, Pepperdine University's IT team had to fend for itself, sourcing and providing essential IT resources to continue meeting faculty and staff expectations, delivering seamless classroom and A/V support, and forging alliances with existing IT entities on campus. Sounds a lot like the contestants on "Survivor," right? This scramble prompted the creation of the Academic Support and Resources Specialists team; through our journey, we've honed our strategies for sustaining operations and developed measures for safeguarding service continuity. In this session, Joseph Munoz will share crucial lessons learned, emphasizing the importance of agile problem-solving, meeting stakeholder expectations, and fortifying collaborations to thrive even amidst challenging circumstances.


Salvage what works
Recruit for Strength
Refine the Support Model
Regularly review and improve