Session 401: The Future of Desktop Support

Thursday, April 12 at 10:15 AM

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For some time now, the service and support industry has debated the responsibilities of the different tiers within the traditional service desk. In this interactive session, you'll be exposed to the research that CompTIA has conducted around the evolution of support. Join James Stanger for some eye-opening, data-driven conclusions about the changes that have occurred in the industry over the last three years, and discuss how the traditional tiers are evolving. You'll also learn about new key performance indicators, as well as fundamental shifts that impact today's ITSM support responsibilities.

James Stanger

Chief Technology Evangelist

James Stanger is a respected authority in security, help desk, open source, ITSM, networking, and IT certification. Over the past twenty years, he has consulted with corporations, governments, and learning institutions worldwide, including IBM, Symantec, the US Department of State, the US Department of Defense, the Scottish Qualifications Authority (SQA), and the United Arab Emirates Cultural Division. He has published dozens of books and articles concerning IT, and developed education and certification programs used around the world.