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SupportWorld Live

Covering the full spectrum of topics impacting the service and support industry and its people, SupportWorld Live gives you a week's worth of content - surrounded by a vibrant, welcoming community - to solely focus on delivering smarter service and better business outcomes.

Session 802: Optimizing Your Support Model: Federated vs. Centralized Service Desks

Ryan Turcotte  (Manager, BUMC IT Client Services, Boston University)

Date: Friday, May 5

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, Exhibitor Conference Pass, Premium Conference Pass, Premium Executive Connections Conference Pass, Standard Conference Pass, Standard Executive Connections Conference Pass

Track : Optimizing the Support Organization, Evolving the Customer and Employee Experience

Session Type: Case Study

Vault Recording: TBD

Audience Level: All

As organizations work to streamline the end-user support experience, it's very common to see organizations centralize multiple service desk groups into one unit. On the surface, this makes sense -- it seems like it should be the most efficient, economic approach. But it's not a requirement for a high level of service; there are advantages to keeping dedicated service desk staff for certain populations. This option is the "federated" approach, which involves maintaining separate service desks unique to each department but working in tandem with a campus-wide service desk.

At Boston University, the IT Help Center is that campus-wide service desk, working closely with federated service desks across campus to standardize the incident management process and providing a central help line for reporting major incidents, among other central services. Int his session, Ryan Turcotte will use the Medical Campus Service Desk to illustrate how BU's federated model supports stakeholder satisfaction and success.