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Session 108: Optimize Your Service Desk to Support for Work-from-Anywhere

Robert Kenneth Weston  (Senior Research Analyst, Info-Tech Research Group)

Valence Howden  (Principal Research Director, Info-Tech Research Group)

Date: Tuesday, November 9

Time: 10:15am - 11:15am

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

Track: Optimizing the Support Organization

Session Type: Session

Vault Recording: TBD

Audience Level: All

COVID-19 caught the world by surprise, and enterprise IT was no different. It aggressively advanced digital transformations as companies had no choice but to embrace work from home. IT and service desks changed their service offerings to support a mainly remote user base. Now that companies are returning to the office, IT and service desks are a difficult position: they aren't supporting in-office or remote workers – they're supporting both.

During this session, Robert Weston and Valence Howden will revisit the service desk customer journey. What channels are tickets coming in to the service desk? How can we provide support as quickly and as effectively as possible when people are working from anywhere and at any time? We will explore answers to these questions in order to help you identify an approach to supporting a work-from-anywhere workforce.