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Online Webinar – Recorded August 7th, 2012
Presenter: CA Technologies and BrightTalk
Duration: 1 Hour 1 Category C PDU – Free PDU

IT service management forms the backbone of any forward looking IT infrastructure. Whether it’s the latest trends, techniques or strategies, the content in this channel will help you optimize your organization’s IT operations.

Rapid, breathtaking technology advances are forcing radical changes not only in how IT Service Desk functions, but also in terms of their structure, culture, tools, process, people and value proposition.

Combined with business, social and global trends, as well as technology investing (spending), IT Service desks must accelerate their organizational change plans in order to survive and thrive.

The expert panel will explore the impact of rapidly changing IT and business trends on the traditional IT Service Desk services, professionals, processes and value proposition, in addition to the impact of game-changing developments that include cloud computing (hosted services and software solution), the virtual desktop, mobile computing, IT sourcing, and remote / virtual workers.

Join this panel of Service Desk experts as they discuss the impact of business and technology changes on the Service Desk.

Panelists:

  1. Pete McGarahan, McGarahan & Associate; (Moderator) – Author of How to Survive Call Volume Spikes
  2. Stuart Rance, HP; (LinkedIn profile, @StuartRance) Author of ITIL V3 Foundation Handbook: Pocketbook from the Official Publisher of ITIL.
  3. William Purcell, Paychex (LinkedIn profile)
  4. Chris Dancy, ServiceSphere (LinkedIn profile, @servicesphere)

PDU Category C documentation details:

Process Groups: Planning, Monitoring & Controlling

Knowledge Areas: 4 – Integration 9 – Human Resources

  • 4.4 Monitor & Control Project Work
  • 9.4 Manage Project Team

As a Category C ‘Self Directed Learning Activity’ remember to document your learning experience and its relationship to project management for your ‘PDU Audit Trail Folder’

Click to register for The Service Desk Still Relevant?