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ITIL Foundation
ITIL Capability
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| Complimentary "Webucation" | |
The Service Desk of the Future
Donna Knapp, ITSM Academy
Every aspect of the service desk has changed in recent years: people, processes, and technology; the use of data, information, and knowledge; and, perhaps most dramatically, users. Today's technology users are increasingly savvy and self-sufficient. In this session, we explore the strategies companies are using to address trends like social support, mobile support, self-service and self-help, BYOD, and cloud computing.
Attendees will also participate in a debate about the role of the service desk in the future and walk away with a checklist of considerations to consult when developing future-state road map for their own service desks.
on Thursday, October 17, 11am ET
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Visit our YouTube channel, where you can find:
- Past Webinars
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- Great "FYI" Videos
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#ITSMCrew on Twitter. We often make announcements and offer promotions only available to our Twitter Community.
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Fusion 2013
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Once again, we are going to be attending and speaking at the HDI/itSMF Fusion conference. This year we will be in Nashville, TN from October 20-23, 2013.
Donna Knapp, our Curriculum Development Manager and a frequent conference presenter, will be discussing The Service Desk State of the Future in Session 106 on Monday, October 21st from 10:15 am to 11:15 am.
Michael Cardinal, a Senior Instructor and another frequent presenter, will be presenting Measure Twice, Cut Once: Improving your Improvement Through Better Metrics in Session 302 on Monday, October 21 from 3:00 pm to 4:00 pm.
Jayne Groll, ITSM Academy Co-Founder and President, has been invited to join a panel to provide Expert Insight on DevOps, Agile and ITSM at Sessions 404 and 504 on Tuesday, October 22nd from 10:00 am to 11:00 am and from 11:15 am to 12:15 pm.
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 Since 2004, the ITSM Academy team has been sponsoring and attending the itSMF/HDI Fusion conferences. This year, we are doing something different - we will not be behind a booth but rather we will be in the trenches, engaging as presenters and attendees. We feel it is equally important for us to share and update our knowledge through sessions, discussions and engaging conversations...
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| ITSM Professor's Blog | 
ITSM Professor is a positive environment for sharing knowledge, questions, ideas and insights into best practice IT Service Management standards and frameworks.
Recent posts include:
� Are You a Student or a Learner?
� Documented Policy
� Are You Ready for Some Football?
� ITSM - We've Gone Loopy (Part 2)
Read Blog
Join in the conversation - Email your questions to Professor Wise at itsmprofessor@itsmacademy.com. He will post your question, along with the answer. |
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A New Addition to Our Team!
|  We would like to take this time to welcome our new Business Development Manager, Lisa "Fritzy" Fritz! Fritzy comes to us with many years of experience, including a long tenure with Gartner.
She has a "get it done!" attitude, that fits right in with the rest of our team. We are so happy to have her join us, and she looks forward to meeting with all of you. |
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Everyone Enjoys ITSM Academy Webinars!
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We have had some great attendance at our webinars, but at our last webinar DevOps and
 the IT Culture Cocktail Party, one of our favorite alumni brought a very special guest! Look closely at the bottom right hand corner of the photo....We are happy we are able to reach such a large and diverse audience. |
| Customer Service Week 2013 | | It's one of our favorite times of year...time for us to get 'United through Service,' which is this year's theme for National Customer Service Week, according to the International Customer Service Association.
National Customer Service Week (NCSW), held October 7-11 in 2013, is designed to raise awareness of customer service and the vital role it plays within an organization. It is also an opportunity to say thank you to those who work in customer service for a job well done.
Organizations take part in NCSW by hosting events in their workplace. These events can be large or small, serious or fun, they can be held all through the week or just on one day.... It's up to each organization to decide how to celebrate.
Many organizations use this week as an opportunity to provide training and refocus the efforts of their staff on the needs of their customers. In IT, a common misconception is that the Service Desk is responsible for customer satisfaction because of its role as single point of contact. However, every team in IT is part of the value network that, in the end, creates value for customers.
Check out our Public Class Schedule, to find an opportunity for training for your organizations! Happy Customer Service Week! |
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Happy Halloween!
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