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Session 405: HR Isn't IT, Silly: Strategies for Enterprise Service Management

Thursday, April 11 at 10:15 AM

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As organizations globalize and expand, many are centralizing support through an enterprise service desk. But there are some caveats and quid pro quos to providing enterprise-level service and support. In this session attendees will take a deep dive into what it takes to provide true enterprise support, looking at common support channels (phone, email, chat, social, service portal) and best practices for making the most of each one. We'll also consider tools and providers, and how to account for them in your plans, as well as common challenges. Attendees will walk away with a better understanding of how to:

  • Communicate with multiple lines of business and speak their languages
  • Support multilingual, global organizations
  • Navigate changing service levels across providers
  • Select the right tools for your organization
  • Ensure your organization is secure
  • Support your frontline as the service desk expands

Phyllis Drucker

Senior Consultant


Phyllis Drucker is senior consultant and information leader at Linium with more than 20 years of experience in service management. She holds numerous industry certifications, including ITIL Expert and VeriSM, as well as being an international speaker and author. Phyllis is a recognized expert on the service request catalog, and she was an early adopter of enterprise service management, first applying service management capabilities to HR, finance, accounting, and contracting in a shared service center environment in 2006. Since her first speaking engagement in 1997, Phyllis has helped to advance the service management profession of leaders and practitioners worldwide by providing her experience and insight on a wide variety of topics.