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SIM Boston Service Desk Roundtable
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Please join us for the Servicedesk Roundtable, formerly known as the Helpdesk Roundtable. The meeting will be hosted at the offices of GZA GeoEnvironmental in Norwood, MA followed by a networking dinner at a local restaurant. Topics include Metrics Reporting and Identity Management.

When: 02/02/2016
2:00 PM
Where: GZA GeoEnivronmental
249 Vanderbilt Avenue Unit 2
Norwood, Massachusetts  02062
United States
Presenter: Roundtable Format - group discussion
Contact: Nan Jurgelewicz

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Dear Boston SIM Colleagues:


All Service Desk and Helpdesk Directors and Managers are invited to attend the next Boston SIM Service Desk Roundtable session Tuesday, February 2, from 2:00 to 5:30 p.m. The meeting will be hosted at the offices of GZA GeoEnvironmental in Norwood, MA followed by a networking dinner at a local restaurant.


The meeting will be in a roundtable format, so be 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 Metrics/Reporting and Identity Management.



What metrics are you using? How are they gathered, and how frequently? Who is reviewing the reports?

We will discuss items such as:

     Data points: What is important to your organization and why?

     Presentations for different stakeholders: Who, in your organization, is interested in viewing Service Desk performance?  And why?

  • Scorecard/visuals: How are you presenting this data?


Identity Management

Securing systems, meeting regulations, and not busting the IT budget are all concerns around Identity Management.  Are you already using an ID management system?  Are you facing government regulations in this area?

  • What is available?

  • What are the challenges and risk in implementing?  Or not implementing?

  • Beyond best practice and regulations, what are the other benefits?


Registration and networking will start at 2:00 p.m. and the session will run from 2:30 to 5:00 p.m. We will send a confirmation email to all registrants the day prior to the meeting. Please be sure to email (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 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 2016, 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.

Service desk Staff Participation: As long as the senior Service/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 Service Desk/Help Desk/Customer Service Managers are Welcome: prospective members may attend one meeting prior to formally joining SIM.


If you have any questions, contact us for more information.

Registration Details:

Cost: $60 (includes the meeting and dinner)


Larry Lister and Hugh Cauthers

Service Desk Roundtable Co-Facilitators

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