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SupportWorld Live - Schedule Viewer

Covering critical topics across the entire service and support industry and serving the full range of professional needs (from senior management through to the frontline), SupportWorld Live gives you several days in a welcoming, energetic community to focus solely on delivering smarter service and better business outcomes.

Click on session titles for full session descriptions. All times noted are in PT.

Session 109: Take 5: What You Should Address Next

Phyllis Drucker  (Industry Thought Leader, EZ2BGR8 Service Management)

Location: Grand Ballroom 123

Date: Wednesday, May 18

Time: 10:15 am - 11:15 am

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

Track : Pursuing Service Excellence, Optimizing the Support Organization

Session Type: Session

Vault Recording: TBD

Audience Level: All

We've come a long way in the last 20 years, but there are still some areas IT has been hesitant to tackle. This session looks at five innovative ideas that we should address next.

Self-Service: Concierge desks, vending machines, predictive solutioning, and more

Security: Role-based access and why it's no longer optional

Change Management: Agile change (that is, not your grandma's change management process)

Incident Management: New ways of managing and modernizing the basics

Employee/Customer Experience: Focusing support on what employees need in the new workplace

The session will state the business case and provide tips and tricks for each of these areas. Phyllis Drucker will guide attendees on a deep dive into each area and provide a roadmap for achieving a modern IT practice.