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 […]

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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 […]

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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 […]

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