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Session 308: Beyond World-Class: What to Do After You've Achieved Best-in-Industry Support

Wednesday, April 22 at 3:00 PM

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You started out with a clear vision: to become a truly world-class organization. You measured the right things, hired the right people, cultivated the right culture, and achieved everything you set out to do as a support organization. What happens next? How do you keep the same excitement, momentum, and energy? Whether you've reached the peak, or need some inspiration and guidance to get there, Ben Brennan will explain how you can raise the bar even higher than world-class support by expanding your sphere of influence beyond the service desk to other organizations in the company, sharing the culture and mindset that got you to this highest echelon. It's not often the service desk team leads a cultural revolution in the whole organization—but when it happens, it's awesome!

Come join Ben and learn what happens after world-class.

SupportWorld Live speaker photo for BEN-BRENNAN

Ben Brennan

Senior IT Director & Author

Verizon Media

Ben Brennan is Senior Director of IT at Verizon Media, author of Badass IT Support, and inventor of the QSTAC™ metric for IT customer experience. A former psychotherapist and musician, Ben brought his unique background to the IT Support world in San Francisco a decade ago. Since then, Brennan has helped transform IT teams for some of the country's leading tech firms including Box, Yahoo, Twitter, Jawbone, and AOL, and now Verizon Media, showing them how great communication, clearly defined and measurable goals, and an irreverent sense of humor can revolutionize a company's IT Department.