All Customer Service and Helpdesk Directors and Managers are invited to attend the next Boston SIM Helpdesk Roundtable session on Tuesday, April 7th, 2015 from 2:00 to 5:30 p.m. The meeting will be hosted at the offices of Tedeschi Foods in Rockland, MA, followed by a networking dinner at a local restaurant.
The meeting will be in a roundtable format, so please come prepared to share your experiences and ideas. Whenever possible, bring sample materials we can all reference and/or use as a discussion point.
The topics for discussion will be Service Catalogs and Helpdesk Metrics
ITIL defines the Service Catalog as “…a database or structured document with information about all live IT Services.” Do you have one? Is it on your roadmap? Some of our members will share where there are with Service Catalogs and how they got there, including such items as:
- Did you purchase or develop in house?
- Part of an ITSM Suite or standalone?
- What was involved in the decision making process?
- Effort and Time to Market?
- Is it being used by the customer? How?
- How to you maintain and support?
- Can you show us your catalog?
Metrics plays an important role in Helpdesk Management and Service Delivery. But, the hard choices are what to measure and why measure.
· What metrics are YOU using? And, why?
· What do you do with the metrics?
· Who is the audience for the reports?
· What are some “gotchas” is Helpdesk Reporting?
Registration and networking will start at 2:00 p.m. and the session will run from 2:30 to 5:30 p.m. We will send a confirmation email to all registrants the day prior to the meeting. Please be sure to email firstname.lastname@example.org (Nan Jurgelewicz) if you can NOT join us for dinner so we may make the appropriate arrangements with the restaurant.
We encourage all attendees to stay for dinner to continue our discussion, network with other help desk professionals, and help us grow our roundtable group. The cost of $60 includes the meeting and dinner.
Important Note: New Registration System: If you have a prepaid sub for 2015, please contact Nan Jurgelewicz, who will help you register.
Please contact us if you have any questions. We also encourage you to invite your colleagues to attend.
Helpdesk Staff Participation: As long as the senior Helpdesk or Customer Service Manager is a SIM member in good standing, their co-workers or staff who may benefit or contribute to the discussion of a scheduled topic are welcome to attend at the regular member rate for the meeting.
New Help Desk/Customer Service Managers are Welcome: prospective members may attend one meeting prior to formally joining SIM.
Cost: $60 (includes the meeting and dinner)
To attend, please register online by Friday, March 3rd.