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If service desk consolidation is properly implemented (your business) will get a much bigger ROI than they used to justify the investment in the consolidation, says Frederieke Winkler Prins.
In most organizations, the service desk is the primary (if not the only) point of contact between external customers and the business. As a result, many customers form their perceptions of your company based entirely on their service desk experience. That makes the service desk a critical factor for business success.
Are you mandated to reduce service-desk related costs, yet trying to maintain or improve the customer experience? Are you trying to reduce unplanned downtime? Are you evaluating services after an acquisition and looking to decrease service desk proliferation, yet dealing with people who are resistant to change? Join us as we talk with Frederieke Winkler Prins, Manager, Product Management for IT Service Management at BMC Software, and gain some valuable insights into the hows and whys of Service Desk Consolidation.
Bio
Frederieke Winkler Prins is the Manager, Product Management for IT Service Management at BMC Software. She is a certified ITIL Master with more than a decade of experience working with leading corporations and government agencies.
Questions
- Why are service desks so fragmented today? What are some of the elements that are causing this fragmentation at this point in time?
- On this whole notion of consolidation, why would someone want to consolidate? Let's say that you understand there's a problem, how do you go about resolving the problem. It's not just as simple as finding a vendor, is it more complicated than that? What are the elements to make that work?
- Let's talk a little about the technology. how does that affect your approach?
- What are the business benefits to Service Desk Consolidation?
- Why are BMC solutions, and Remedy ITSM suited to help organizations in their Service Desk Consolidation?
Resources
How to Improve Service Quality through Service Desk Consolidation (PDF)
