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SupportWorld Live Schedule 2024

HDI's SupportWorld Live provides inspirational sessions that matter to you, with high-quality speakers and more practitioner-led case studies than ever, this conference is sure to educate and inspire you.

You can find specific sessions by checking the conference tracks and/or conference pass types on the left hand side below. Check back frequently, information is added weekly! Click on session titles for full session descriptions. All times noted are in MST.

Session 803: Service Desk Transformation: Four Case Studies

Kristi Lawrence  (IT End User Services Manager, Tyler Technologies)

Jason Wischer  (Managing Consultant, Kanini)

Teresa Pelley  (Service Desk Team Lead, PSCU)

Laurie Lukken  (Senior Solution Center Manager, NFM)

Donald Chew  (Supervisor - IT Help Desk Unit, Mayo Clinic)

Location: Room 207

Date: Thursday, May 2

Time: 10:15 am - 11:15 am

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

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

Session Type: Session

Vault Recording: TBD

Audience Level: All

The modern IT Service Desk is the point of entry for all IT support related needs. It stands to reason that this team needs to be high functioning, high performing, efficient and be the friendly face of IT for your end users. What happens when this isn't the case? It could be that the Service Desk team is missing any of the marks mentioned or maybe needs to be re-evaluated for other reasons.

Many companies have gone back to square one to re-evaluate what to do to improve the Service Desk, and therefore the experience for the end users. What is the best way to move the needle to get your team to be all those things and more? This will be a highly interactive session as we hear from four Service Desk leaders who share their journey of transforming their Service Desk models. They are at various stages of their adventures, from just beginning to completion of the transformation. Hear from the panelists on what is working well, resources used including HDI consulting services and HDI best practice methodologies and lessons learned. There will also be time for questions throughout the session.


1. Actionable ideas to take back to your organization to consider as you plan your own transformational journey.
2. Share insights on how each case study measures and evaluates impact on KPIs.
3. Examples of resources that can help guide your transformation.
4. Strategies for gaining buy-in from all levels impacted by the transformation.