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sponsored by Citrix Online
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Available On Demand
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Multimedia
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Webcast
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English
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ABSTRACT:
The IT help desk is the guardian of day-to-day business productivity and the front door to your IT organization. View this Webcast to hear Chip Gliedman of Forrester Research, Inc., share results from his ITIL processes survey and discuss the conclusions from the Forrester report: "Thirty-One Best Practices for the Service Desk." Also learn:
- The importance of ITIL processes for IT service delivery
- Help desk areas that need improvement
- How to improve customer satisfaction
Discover more about a secure, remote support solution to help your organization improve help desk productivity and reduce downtime and costs.
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Speakers
Chip Gliedman
Vice President of Forrester Research, Inc.
Chip has 20 years of experience in the IT industry. He came to Forrester through its acquisition of Giga Information Group. Prior to joining Giga, he was director of business development for Passport Designs, where he managed both the customer service center and the direct sales organizations. Chip also held senior positions at Ingres, where he was group manager of desktop and Unix platform marketing, as well as Ingres' representative to the X/Open ISV council.
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Shelly Cobb
Product Manager, Citrix Online
Shelly Cobb is Product Manager for Citrix Systems, Online Group, overseeing the management of Citrix® GoToAssist™
. Shelly's 16 years of experience spans various roles in marketing, sales and support in the ERP, dot com, and data com and telecom industries
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BROWSE RELATED
WEBCASTS
Customer Service Best Practices | Desktop Management | Help Desk Management | Help Desk Management Services | Help Desk Software | Help Desks | IT Service Management | ITIL | Technical Support Staff
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sponsored by Citrix Online
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