How to Help Your Helpdesk Be More Helpful

Short-handed support teams are getting burned out. Remote workers have more questions than ever and need better self-service support options. Enterprises are now looking at their traditional ITSM and change management programs, and finding it lacking in 2022. What can CIOs do to buoy their teams up with better resources? How can the latest advancements in enterprise service management technology, conversational AI, and intelligent automation help? Find out how to better support your helpdesk in this new webinar.

Available:
On Demand
Duration:
1h 00min

Attend this webinar and you'll be able to:

  • Identify common pain points in many IT helpdesks.
  • Learn to avoid common pitfalls when deploying new intelligent automation technology.
  • Improve your support teams' efficiency and wellbeing.

Featured Speakers

  • Hansa Iyengar
    Hansa Iyengar
    Principal/Lead Analyst
    Omdia

    As a part of Omdia's Enterprise IT Management and Architecture IS, Hansa covers topics of importance to technology and business decision-makers. Digital transformation strategies, legacy modernization, systems integration and digital services around emerging technologies feature heavily in her research. She also leads Omdia's Enterprise Technology Advisory Service - a decision-maker focused service where she advises enterprises on digital transformation strategies and best practices. Hansa is the creative force behind the Omdia Digital Leaders Podcast which she also co-hosts. The podcast demystifies technology and business processes, practices, and solutions that impact digital transformation and leading a digital business. Hansa has been a part of Omdia (formerly Ovum) since 2008. Her areas of expertise include transformation strategies and best practices, application modernization and systems integration services, outsourcing, global and offshore service delivery and engagement models, and vendor management and governance. She previously worked as a sourcing and vendor management analyst at Forrester Research. Hansa holds an MBA in finance and a bachelors in English from Gujarat University.

  • Andrew Graf
    Andrew Graf
    Chief Product Officer
    TeamDynamix

    Andrew is the Chief Product Strategist for TeamDynamix. His passion lies in helping organizations thrive in an ever-changing environment. As a co-founder of TeamDynamix, Andrew is well versed in the common issues facing IT leaders– as the need for increased IT Maturity rises, he is able to help map out a way forward.

  • Nick Farthing
    Nick Farthing
    Director of Operations
    Xgen Pharmaceuticals DJB

    In his current role at XGen Pharmaceuticals DJB, Nick is responsible for Information Technology, Enterprise Project Management Office, Customer Service, Logistics/Distribution/Warehouse and Facilities. Nick has a strong background in leadership of IT, PMO and Service Desk organizations, and has been heavily involved in the use and implementation of ITSM solutions over 20 years. Nick has implemented TeamDynamix twice: once in an Higher Education setting and most recently for Raymour & Flanigan, the largest furniture retailer in the North East who is using it for Service Desk, Project Portfolio Management and Facilities/Building Management in addition for most of the other platform applications.

  • Sara Peters
    Sara Peters
    Editor-in-Chief
    InformationWeek

    Sara Peters is the Editor in Chief at InformationWeek and formally a Senior Editor at Dark Reading and editor-in-chief of Enterprise Efficiency. Prior that she was senior editor for the Computer Security Institute, writing and speaking about virtualization, identity management, cybersecurity law, and a myriad of other topics. She authored the 2009 CSI Computer Crime and Security Survey and founded the CSI Working Group on Web Security Research Law -- a collaborative project that investigated the dichotomy between laws regulating software vulnerability disclosure and those regulating Web vulnerability disclosure.

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