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Los Angeles LIG | ITIL 2015 and Beyond the Service Desk
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Los Angeles LIG | ITIL 2015 and Beyond the Service Desk

The landscape in IT service provision is again shifting as we move into 2015. Customers and users are demanding a higher level of customer service, and across many industries, the level of customer service can be a competitive advantage. As their organizations begin to enter more a more competitive, global environment, IT service providers are realizing that customer service and support must be an integral “part of the release package” to compete in the target market.

9/25/2014
When: 9/25/2014
6:00 PM
Where: Optum
2300 Main Street
Irvine, California  92614
United States
Presenter: Multiple
Contact: Jim Thomas
949-988-5209


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Join us for our next itSMF Orange County (OC) area meeting on Thursday, September 25th at UnitedHealth Group in Irvine. We have great speakers lined up with a presentation entitled ITIL 2015 and Beyond the Service Desk (description below).

Free advice from proven industry experts!  During this engaging presentation, you will have an opportunity to participate in an interactive discussion with Paul M. Dooley and other members of the LA LIG Board of Directors on the topic of Service Operations. This is your opportunity to ask questions or seek advice on real world issues to aid in your own transformation initiatives.  

PROGRAM AGENDA:

6:00 PM   Registration, Networking (bring your business card) 

6:15 PM   Catered Dinner

6:30 PM   itSMF Introductions, Current Business

6:40 PM   A Word from Our Sponsor, Synoptek

7:00 PM   ITIL 2015 and Beyond the Service Desk Paul M. Dooley, Optimal Connections, LLC.

7:30 PM   Key Soft Skills for Successful Incident Management/Service Desk – Donna Holt, TheDonna

8:00 PM   Real World Implementation/Incident Management & Request Fulfillment – Roc Paez, HP                      

8:30 PM   Q&A and Interactive Discussion

9:00 PM   Meeting Adjourned

ITIL 2015 and Beyond:  Six Trends Driving the Increased Importance of the Service Desk

The landscape in IT service provision is again shifting as we move into 2015.  Customers and users are demanding a higher level of customer service, and across many industries, the level of customer service can be a competitive advantage.  As their organizations begin to enter more a more competitive, global environment, IT service providers are realizing that customer service and support must be an integral “part of the release package” to compete in the target market. 

In addition to the increasing emphasis on customer service, there are other major trends that compel IT service managers to “re think” the way they deliver and support services:  the tremendous growth of cloud-based services; the growth in the use of mobile devices in contrast to PCs; the explosive growth of “apps”, in contrast to traditional applications; the increasing adoption of rapid application development methods, resulting in the frequent deployment of updates to the user environment; and the demand for round-the-clock support.

This presentation will examine each of these “disruptive” challenges, and what they mean for IT service and support.  We will look at how IT must, in light of these challenges, recognize that the Service Desk now is more critical than ever.  And we will outline the steps IT service managers should take to transform the Service Desk from merely the first line of support, to a more formidable “support center” that is able to empower the IT organization to meet these challenges head on.

Hosted by Synoptek

Synoptek is recognized as the #1 Managed Services provider in all of Southern California, but what that really means is that we take the time to know and understand each of our customers and their unique technology needs. Synoptek has been serving small and mid-size business in Southern California for over 20 years. With our size and experience you’ll get everything you need from an IT and cloud services provider. We can assist you in designing, supporting and managing your information systems and IT infrastructure while at the same time lowering your overall IT costs. Synoptek Managed Services provides complete end to end enterprise caliber IT management, cloud & hosting services, IT advice & consulting, application management, and project management services. Our custom IT solutions and unsurpassed customer service demonstrate we will never treat you as just another “end user.”

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