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2 Posts tagged with the service_desk_consolidation tag
Tom Parish
         

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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.

 

Frederieke-Winkler-Prins.jpg

 

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

  1. Why are service desks so fragmented today? What are some of the elements that are causing this fragmentation at this point in time?
  2. 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?
  3. Let's talk a little about the technology. how does that affect your approach?
  4. What are the business benefits to Service Desk Consolidation?
  5. 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)

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0 Comments Permalink Tags: bmc_podcast, service_support, frederieke_winkler_prins, solutions_management, service_desk_consolidation
Tom Parish

"Customers see the benefit both in terms of operational savings to IT and dramatically improved service to their customers," says Jim Grant.

Part One—Service Desk Consolidation

Play Play Part One of the three-part series 15:58 minutes        OR   Listen to the entire Podcast  35:50 minutes

(Right click to download files)

 

 

Are you looking for a way to get a handle on what you actually have in service desks and the level of service to your business? Are you looking for operational savings? Would you like to improve your first-call resolution rates or improve service to your customers? How can Service Desk Consolidation help you with that? For answers to these questions and more, listen in as we talk with Glenn O'Donnell and Jim Grant about saving costs with service desk consolidation.

 

Bios

Jim Grant_B_cropped-edit.jpg

 

Jim Grant is the senior vice president of strategy and corporate development at BMC Software. Prior to his current position, Grant was senior vice president and general manager of the Enterprise Service Management business unit at BMC. Grant joined BMC in 2003 from Hewlett-Packard, where he was the vice president and general manager of the OpenView software business.

 

Glenn O'Donnell-small.jpg

 

 

Glenn O'Donnell, Senior Analyst with Forrester Research, is widely regarded as a top thought leader in IT service management, IT operations, and the broader social implications of technology evolution. Glenn's specialties are in data center automation and operational excellence

 

 

 

 

Questions

  1. I’ve been speaking to many IT executives lately and one topic they consistently bring up is around reducing the cost of IT.  Our first question is for Glenn O'Donnell, with Forrester Research. Where do you see the biggest cost saving opportunities for IT executives? IT executives have a mandate to reduce costs, but there is also a strategic opportunity here to reshape IT at the same time and improve service quality and delivery.  Glenn, what actions are companies taking in 2009 to reduce costs, but also position their organizations for growth in the future?
  2. Our next question is for Jim Grant, with BMC. Many companies have realized enormous benefits, in both financial and in the quality of service from consolidating IT service desks. What key factors should be considered when consolidating multiple IT Help Desks into a single, centralized service desk?
  3. A lot of companies have successfully consolidated their service desks around BMC Remedy. Jim, what real-world benefits have you seen your customers achieve when they consolidate the service desk?

Resources

BMC Service Desk Consolidation

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0 Comments Permalink Tags: bmc_podcast, bmc, service_desk, forrester, service_desk_consolidation, glenn_o'donnell, jim_grant

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