Modernizing the Service Desk

There are many drivers for service desk modernization, such as new focus on the customer experience, new tools and channels, and the need for agile services better matched to today’s digital enterprises. Service desk transformations are complex, though, and require excellent preparation and execution. In this course, veteran IT management consultant David Pultorak gives you a high-level look at how to prepare for and successfully execute a service desk modernization project. David helps you understand what a modern service desk looks like, including agile services (and service levels and periods), channels and processes, metrics, dashboards and reporting, and ticket-driven agile improvement. He covers why it is crucial to transform your service desk to a modern one and gives you ideas on how to do so. David goes over Agile ways of working and also discusses user experience management tools like Nexthink, Aternity, HappySignals, and CallMiner.