IT service desk


Service Desk trends in 2017

David will be analysing the latest trends to hit the service desk market.  In an industry filled with unprovable predications and noisy debates, David will use the latest SDI data to show you what is really happening.  Join this session to ascertain which service desk trends need our urgent attention, which we need to keep an eye […]

Continue Reading

A cure for the customer satisfaction problem?

During his 9-months working at the European Medicines Agency, David transformed customer satisfaction at the IT service desk by using the service-profit chain management method he was studying.  Here he explains the methodology used during a 6-month service improvement project, resulting in customer satisfaction scores moving from 26% to 85% while poor service reduced from […]

Continue Reading

Building the self-sufficient enterprise service desk

Aylesbury Vale District Council (AVDC) has embarked on a landmark commercial programme to realise a vision of financial self-sufficiency.  Adam Haylock from AVDC, and Patrick Bolger from Hornbill, will explain how they are breaking down traditional silos and establishing much larger ‘sectors’, where people work in a more flexible and collaborative manner.   Attend this session […]

Continue Reading

Bringing the virtual workforce to life

We all know the potential of automation to transform service desk performance. In this session we see how deploying virtual workers can deliver the benefits of automation, without major disruption, change or a hefty price tag.  Using case studies to highlight the real world deployments, you’ll see that it is virtual workers, rather than new […]

Continue Reading
Global service written on laptop screen

Self-service isn’t a luxury. It’s the future of IT support

The vast majority of adults now choose online self-help as their IT support first point of contact.  Research from Forrester says that 84% of people have used self-service facilities or online FAQs in the past 12 months, as the IT support pendulum swings away from peer-to-peer delivery towards the automated model. The analyst says that customer […]

Continue Reading

Failure to tackle innovation means IT suppliers face ruin

Service desks must prepare for a massive restructuring of the enterprise software market, with 30 per cent of suppliers likely to disappear in the next four years as the biggest shakeup of the software market yet seen unfolds. Both Forrester and IDC predict a bleak future for traditional enterprise software suppliers, stating that the rapid […]

Continue Reading