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7 Critical Success Factors for an Effective & Efficient Service Desk
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7 Critical Success Factors for an Effective & Efficient Service Desk

Webinar with Troy DuMoulin and Ed Perez

The Service Management community has always known that the Service Desk is a key contributor to and predictor of customer value realization. This has been recently highlighted by the ITIL 4 update which has elevated the Service Desk status from a function to a critical organizational capability for delivering value via products and services.

So, the question now needs to be raised what are the critical success factors that a mature Service Desk would need to demonstrate in order to fulfil its elevated position as a key organizational capability?

Join Troy DuMoulin, VP R&D of Pink Elephant, and Ed Perez, Senior Business Solutions Consultant of Axios Systems, as they discuss seven critical characteristics of an effective and efficient Service Desk capability.  

7 Critical Success Factors for an Effective & Efficient Service Desk
Presenters: 
Troy DuMoulin(100x100)
Troy DuMoulin, VP R&D at Pink Elephant
Ed Perez (100x100)
Ed Perez, Senior Business Solutions Consultant at Axios Systems
7 characteristics of an effective and efficient service Desk to be discussed: 

  • Help Desk vs Service Desk - Through a Lean Lens
  • The Power of Portals & Automation
  • A Single Point of Contact in a Multi-Channel World
  • Establishing a Distributed / Virtual Service Desk Strategy
  • Balanced Metrics (Service Desk, Incident and Problem Management)
  • Knowledge & Skills (More than just IQ)
  • Service Desk Retention Strategies  
Around the world, Enterprise Business chooses Axios Systems for exceptional service management software solutions.

“The product works out of the box. With minimal configuration you’ll have exposure over your infrastructure to a level you’ve not had before, allowing you to make informed business decisions.“ 

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