SIM Boston Service Desk Roundtable
Date/Time: April 3rd, 2:00pm – 5:30pm followed by dinner at a local restaurant
Host: Boston Properties, 800 Boylston Street, Prudential Tower in Boston, MA (validated parking will be provided for the Prudential Center Garage)
Service Desk Tools
- What are you using?
- How mature is the Incident Management process?
ion, SLA’s, User portal, Knowledge Base, Problem Management, Escalation, etc.
Service Desk Reporting
- What kinds of reports are you running?
- What metrics are important for your organization?
- Who do you share reporting with, and how do you action?
Attendees are encouraged to bring along samples of their own service desk tools and reporting to add to the discussion. Hugh Cauthers will present a demo of the Boston Properties Service Desk tool along with some of the reporting. Larry Lister from 7-Eleven will provide some reporting handouts. Both will discuss what has worked for them and where they want to be in the future. It should be an interesting and informative discussion!