Session 203: Overcoming Volume Spikes with Analysis, Preparation, and Execution


Wednesday, April 11 at 11:30 AM

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This session will look at the challenges and outcomes of Michigan State University's service desk initiatives over the past two years. You'll walk away with real-world advice and guidance to help you work with senior management to define success in advance, get the tools to analyze your team's capabilities, understand the best practices to prepare your team for the challenge, and see what it takes to execute established plans to overcome spikes in service desk intake volume.

Geoffrey Ruonavaara

Service Desk Manager
Michigan State University

Geoff Ruonavaara is an experienced, customer-focused IT leader with more than 15 years of experience in IT, the past six of which he's spent leading service desk teams. Geoff has demonstrated success using data-driven approaches to service desk improvement, while keeping the "people" part of IT in focus for the enrichment, satisfaction, and growth of customers and employees alike.