In this session, Michael Thoms, Paul Gargiulo, and JT Singh will share insights and lessons learned from West Chester University's transformation from multiple help desks in a chaotic state to a single, managed, user-centric, and forward-thinking service desk. They'll provide a direct overview of WCU's implementation of its service management solution and discuss the key strategies that improved self-service and drove down MTTR. They'll also address how they used the IT Service Assurance Maturity Model for self-assessment and goal-setting, leveraged a shift-left strategy to maximize their teams, and utilized data analytics to identify performance gaps. Attendees will learn how they can replicate those successes using streamline business workflows, improved end-user experiences, and reliable reporting to make impactful, data-driven business decisions.

Takeaway

Why knowing where your organization is on the Service Assurance Maturity Model is important
How meaningful data points and reporting dashboards clearly identify opportunities for change
Why and how the SHIFT strategy works
Ways to simplify the user experience
Ways to empower Tier 1 staff to handle more complex issues