The COVID-19 crisis has undoubtedly changed IT service desk operations forever, with there now an even greater need for operational efficiency. However, whereas pre-crisis, efficiency might have been viewed through a speed and cost lens, post-crisis there are also value and service quality aspects to consider too. But what does improving IT service desk efficiency in the “new normal” require in practical terms?

Join ITSM authority, Stephen Mann, of, for this webinar to:

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Stephen Mann, ​IT Service Management Expert and Principal Analyst and Content Director at

Principal and Content Director at the ITSM-focused industry analyst firm Also an independent IT and IT service management marketing content creator, and a frequent blogger, writer, and presenter on the challenges and opportunities for IT service management professionals.

Previously held positions in IT research and analysis (at IT industry analyst firms Ovum and Forrester and the UK Post Office), IT service management consultancy, enterprise IT service desk and IT service management, IT asset management, innovation and creativity facilitation, project management, finance consultancy, internal audit, and product marketing for a SaaS IT service management technology vendor.

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Bryan Hood, Director of Solutions Engineering

As Director of Solutions Engineering at BeyondTrust, Bryan and his team work closely with both prospects and customers to evaluate their needs for securing access to users and business critical systems, while still enhancing IT productivity. He consistently speaks about benefits of securing remote access and privileged access for numerous trade shows and while visiting clients. Prior to joining BeyondTrust, Bryan worked as a Senior System Engineers and Messaging Architect for several large corporations, and also worked as a contractor to the Department of Defense in these roles. With more than 20 years of experience, he helps drive efficiency, productivity, and security through assisting with installation and helping clients maximize on their BeyondTrust investment.

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