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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 703: The Path to Service Desk Maturity

Michael Hanson  (VP, IT Service Desk Operations, PSCU)

Angee Phong  (Sr. Director, Global IT Services, SS&C Technologies)

Location: Grand Ballroom 113

Date: Friday, May 20

Time: 9:00 am - 10:00 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 : Modernizing Service Management, Optimizing the Support Organization

Session Type: Session

Vault Recording: TBD

Audience Level: All

As businesses grow and change, service desks must grow and change with them to be effective. Do you know where your service desk is on the maturity spectrum? Is it reactive or proactive? Is it customer-centric or business-centric? Are you ready to go beyond an IT-oriented desk and become an enterprise service desk? In this session, Michael Hanson and Angee Phong explain how how a service desk matures over time and what needs to happen to move forward along that path.