Modernizing the Service Desk/ with David Pultorak.

Format:

Video

Author/Creator:

Pultorak, David, speaker.

Contributor:

linkedin.com (Firm)

Language:

English

Genre:

Instructional films.

Educational films.

Physical Description:

1 online resource

Place of Publication:

Carpenteria, CA: linkedin.com, 2021.

System Details:

Latest version of the following browsers: Chrome, Safari, Firefox, or Internet Explorer. Adobe Flash Player Plugin. JavaScript and cookies must be enabled. A broadband Internet connection.

Summary:

Get a high-level look at how to prepare for and successfully execute a service desk modernization project.

There are many drivers for service desk modernization, such as new focus on the customer experience, new tools and channels, and the need for agile services better matched to today's digital enterprises. Service desk transformations are complex, though, and require excellent preparation and execution. In this course, veteran IT management consultant David Pultorak gives you a high-level look at how to prepare for and successfully execute a service desk modernization project. David helps you understand what a modern service desk looks like, including agile services (and service levels and periods), channels and processes, metrics, dashboards and reporting, and ticket-driven agile improvement. He covers why it is crucial to transform your service desk to a modern one and gives you ideas on how to do so. David goes over Agile ways of working and also discusses user experience management tools like Nexthink, Aternity, HappySignals, and CallMiner.

Participant:

Presenter: David Pultorak

Notes:

12/10/2021

Access Restriction:

Restricted for use by site license.