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Featured Speakers:
 
  • Bill Coffee,  Vice President, Global Service Center, Pomeroy
     
  • Paula Adamson-King,  Service Level Director, Global Service Desk, Pomeroy
     

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    An InformationWeek Webcast:

    The Fully Optimized Service Desk: Use Continual Service Improvement for Direct Bottom-Line Impact


    Duration: 60 minutes

    How can applying Continual Service Improvement (CSI) best practices measurably improve your Service Desk bottom line?
    How can CSI "jump start" service desk productivity and end-user satisfaction in your company?
    Why are 'quick-fix' attempts at quality and cost improvements only temporary at best?


    These are questions asked by IT Service Desk professionals and answered in the fast-paced, 60-minute webcast "The Fully Optimized Service Desk: Use Continual Service Improvement for Direct Bottom-Line Impact," sponsored by Pomeroy and led by IT industry veterans Bill Coffee, ITIL V3 Expert and Vice President, Pomeroy Global Service Center, and Paula Adamson-King, Director of Service Level Management for Pomeroy.

    The Service Desk is on the front lines in the battle for cost and productivity improvements in your organization. Without the discipline of Continual Service Improvement (CSI), a part of the ITIL® framework of best practices for IT Service Management, you're losing ground faster than you know. Learn how a fully CSI-enabled Service Desk will bring immediate and enduring improvements in cost, service quality and efficiency.

    Unfortunately too many organizations are unaware of the tangible value a disciplined CSI process can bring. Any company -- including those hampered by legacy IT systems and sub-optimized transactional help desk mindsets -- is a perfect candidate for Continual Service Improvement.

    You will hear real-life examples and learn that, when deployed and integrated effectively in Service Desk operations, CSI impacts an organization's bottom line in measurable terms -- from ROI and reduced operating costs, to improvements in resource utilization and end-user satisfaction.

    In this webinar you will learn how a fully CSI-enabled Service Desk will:

    • Improve both ROI and end-user satisfaction, even in the face of rising call volumes
    • Present new and actionable insights using the accuracy and rigor of Econometrics
    • Remove the barriers of status quo thinking

    Why Participate? This webinar is the perfect place to learn how to optimize your Service Desk with Continual Service Improvement. CSI should be an integral part of your Service Desk operation, whether you are in financial services, retail, healthcare, manufacturing or the public sector. This cost of this event is only your time but the benefit could be invaluable.


     
     

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