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Webinar:
The Aging Help Desk: Migrating to a Modern Service Desk

Date: 04/23/2009

Author:
Lisa Erickson-Harris

Current Users:

New Users:

Price: $25.00

Coverage Area:
ITIL Processes

Content Type:
Webinar

Length:
45 minutes

Abstract:
The help desk is nearing its 20th birthday and has served customer support groups well over the past two decades. To be sure though, the time has clearly come for a change in the help desk of yesterday. Recent EMA research shows that organizations are investing in the help desk, moving to the service desk. Some organizations are replacing aging products, others are managing and consolidating multiple service desks, while others are focusing on bringing value to their organizations through best practice initiatives that have landed right in the center of the service desk. Not surprisingly, improving customer satisfaction was reported to be the largest management goal (82%). With this information in hand, CIOs can clearly see that far-reaching value can be achieved through service desk investments.

Join EMA Research Director Lisa Erickson-Harris for this 45-minute Webinar to learn:

*What are the driving forces behind service desk investments in a down-turned economy? How can IT organizations afford these replacements?
*How are your peers planning for a service desk replacement? Timing? Budgeting? Decision-making?
*Where do Software-as-a-Service (SaaS) licenses models fit into the trend toward current service desk investments? Is it a preference for buyers?
*Where are longer term cost savings being realized through service desk replacements?*What benchmarks are used in IT to measure service desk effectiveness? *How do these benchmarks differ across vertical markets?
*What technologies are “must haves” to be integrated with the modern service desk?

Whether you are replacing a solution, consolidating or tuning metric standards for service desk performance, this is a can’t-miss event!

*This Webinar is a sponsored event, and EMA shares registration information with the event sponsors.

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