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SupportWorld Live

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Session 104:Creating a Culture of Problem Management: Reducing Contacts and Increasing Accountability at Lowe's

Chris Meadows  (Sr. Director, IT Service Desk, Lowe's Companies Inc.)

Kris Little  (Sr. Technology Operations Manager, Lowe's Companies, Inc.)

Location: Room 304-305

Date: Wednesday, May 3

Time: 10:15 am - 11:15 am

Pass Type: 2-day Training + Standard Conference, 2-day Training + Standard Executive Connections Conference Pass, 3-day Training + Standard Conference, 3-day Training + Standard Executive Connections Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass

Track : Pursuing Service Excellence

Session Type: Case Study

Vault Recording: TBD

Audience Level: All

In this session, Chris Meadows and Kris Little will highlight their IT Service Desk’s journey to influence a cultural of problem management, contact reduction, and accountability throughout Lowe’s Technology. They’ll share the tactics, tools, and service desk-driven program approaches used on their Technology transformation journey that have positioned Lowe’s for optimal problem management. Finally, learn how the Lowe’s IT Service Desk established itself as the “Voice of the Customer,” influencing product direction, enhancement, prioritizations, and iterations through our T.A.R.T. program.