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Converting a Budget Deficit into an Innovation Surplus
John Edgar and Kathleen Warnaar, USPS
It's no secret that the United States Postal Service operates under a stringent budget deficit, but what may surprise you is that the IT organization has converted that deficit into an innovation surplus. Join USPS, John Edgar, VP of IT and Kathleen Warnaar, Manager, Performance Achievement, as they discuss how they've been able to align IT as an enabler in support of a cross-organizational initiative focused on service, revenue and value transformation. Employing new strategies and approaches in service definitions and delivery, IT is successfully achieving operational efficiencies, cost savings and customer satisfaction. John and Kathleen will discuss how IT is reinvesting the savings delivered by their ITSM initiatives to drive additional innovations and automation across the enterprise.
on Thursday, June 19, 2014 11 AM ET
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It seems like the term "agile" is surfacing everywhere lately.
Everything around and about the service desk is changing including, and perhaps most dramatically, its customers. Today's users are technically savvy and self-reliant. When they do need help, they expect easy access to a wide range of support services. They want options! Businesses expect the service desk to offer these options in the most innovative, cost-effective ways possible. Businesses also expect the service desk to move beyond simply fixing technology to improving user productivity (and business outcomes).