The global pandemic has changed many aspects of traditional IT support – from the operational impact of increased remote working, through the need for cost efficiencies, to the higher expectations of employees. To respond effectively, there are many improvement aspects that IT service desks need to consider across the triumvirate of “better, faster, cheaper.”
Importantly though, the required service desk focus on efficiency improvement should start with better, not cheaper, recognizing the business impact of IT-support cost-efficiencies that adversely affect business operations and outcomes.
Please join this BeyondTrust webinar, with Stephen Mann of ITSM.tools, which will:
- Explain the impact of remote working and accelerated digital transformation strategies in employee terms
- Detail the many roles of technology in increasing IT-support efficiency
- Offer practical guidance on ways in which IT service desks can move from the traditional mandate of “doing more with less” to be “better, faster, and cheaper.”
Meet the Presenters
Stephen Mann, IT Service Management Expert and Principal Analyst and Content Director at ITSM.tools
Principal and Content Director at the ITSM-focused industry analyst firm ITSM.tools. 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.
Trevor Combs, Senior Solutions Engineer
Trevor A. Combs is a proven expert when it comes to Secure Remote Support tools and the processes around them. He is currently a Senior Solutions Engineer at BeyondTrust. Prior to that he spent most of his career in IT Process and Program Management for various global companies in the IT Support, Finance, Construction and Vendor Outsourcing industries with over 20 years in the Support and Security space. In his free time he enjoys teaching seminars and classes to seniors on how to enrich their lives with technology and keep their data and personal information safe.