Session 103: 3 Tips to Take Your Service Desk to the Next Level

Wednesday, April 11 at 10:15 AM

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One of the challenges of managing a service desk is seeing past the volume of work to improve upon service delivery. All the good intentions in the world won't move the needle in the direction your business wants. In this session, you'll find out how Inter Pipeline went from service obscurity to trusted advisor with all business units. Learn how to assess the current state of your service desk and build a solid strategy, and leave with a list of tasks to take back to your office for immediate implementation.

Ryan Ogilvie

ITSM Practitioner
Inter Pipeline

Ryan Ogilvie, who was recently recognized by HDI as one of the Top 25 Thought Leaders in Technical Support and Service Management, is a service management practitioner with Inter Pipeline in Calgary. In his current role, he helps Inter Pipeline realize value by leveraging service management best practices. Aside from his own blog, Service Management Journey, he has guest blogged for TSO,, and various ITSM vendors.