7:30am – 9:00am Registration and Coffee

9:00am – 9:15am Welcome and Introductions

9:15am – 10:15am The Future of Service Desk: How Will You Get There?
Speaker: Sandi Conrad, Senior Consulting Analyst, Info-Tech Research Group

Sandi will present how she sees the Service Desk evolving to enable improved customer service, and increased support for both IT and the university.

10:15am - 10:30am Break

10:30am – 11:00am Maturity Assessment
Using the Info-Tech Service Desk Maturity Assessment, evaluate your team’s level of maturity and determine your target state. (Please bring a device with MS Excel)

11:00am - 12:00pm Q & A With Panelists

12:00pm – 1:00pm Lunch

The afternoon will be focused on building a roadmap

1:00pm – 1:30pm The Importance of Knowledge Sharing to Increase Team Strength

Improved first call resolution, consistency of response and reduced escalations to specialists are all results of a strong culture of knowledge sharing. Open discussion with Sandi Conrad from Info-Tech sharing challenges of building a knowledge centric team and ensuring the tools are in place to support it.

1:30pm – 1:40pm Break

1:40pm – 2:40pm Road Mapping Workshop

Open discussion with Sandi Conrad on standardization vs. optimization, challenges that may be holding your team back from improvement or optimization, ways you can reduce incoming tickets while providing better service to your user base. Output will include a first draft roadmap.

2:40pm – 3:00pm Q & A and wrap up of the day

3:00pm End