Modernizing the Service Desk

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David Pultorak

1:33:36

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1. Introduction

01. Modernizing the service desk.mp4

00:43

02. What you should know.mp4

00:09

2. Modern Service Desk Characteristics

03. The modern service desk.mp4

09:56

04. Services.mp4

02:16

05. Channels.mp4

08:54

06. People.mp4

03:37

07. Processes.mp4

07:59

08. Tools.mp4

06:37

3. Modern Service Desk Transformation

09. Transform to a modern service desk.mp4

05:57

010. Implement agile services, levels, and periods.mp4

03:02

011. Move to experience-based metrics and management.mp4

03:19

012. Balanced metrics and employ visible management.mp4

05:13

013. Initiate virtuous continual agile improvement cycles.mp4

03:57

014. Implement a virtuous shift-left motion.mp4

04:05

015. Create a continuum of good experience.mp4

04:22

4. Agile Service Desk Improvements

016. Increase speed of service.mp4

02:54

017. Make who to contact clear.mp4

02:40

018. Root out attitude problems.mp4

01:36

019. Get to the right definition of done.mp4

03:30

020. Reduce the drain TX issues like battery life.mp4

03:54

021. Reduce the number of handoffs.mp4

02:54

022. Do what the cool kids do.mp4

04:51

5. Conclusion

023. Next steps.mp4

01:11

Description

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.

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David Pultorak

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I help people, teams, and organizations get further, faster building digital enterprise critical capabilities, past intellectual acceptance and on to true 'muscle memory' capability, making the ‘what and why’ and practical ‘how’ easy to grasp and act on.

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