While traditional models of the IT Service Desk remain focused solely on Incident and Reactive Problem Management, analysts will continue to manage down queues by addressing a single incident at a time; escalating problems only when they have affected a large number of customers. Using end user analytics LSHTM focus on what real matters – the end user.
Jon Faulkner, CIO, London School of Hygiene & Tropical Medicine will focus on changing the questions asked:
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