HDI Information Technology Conference 2018

Session 408: Shifting Left?: How to Drive End-User Adoption


Thursday, April 11 at 10:15 AM

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The benefits of IT self-service are well-known and proven. IT self-service empowers end users to solve their own IT-related issues and helps the IT organization lower its service and support costs. However, IT must drive end user adoption for it to be successful; it requires time and money to plan, implement, and maintain. And unless end users actually use self-service, that time and money will be wasted. In this session, attendees will take a deep dive into the factors that prompt end users to utilize self-service, including:

Martin Fraser

Senior Consultant
Axios Systems

Martin Fraser has more than 30 years of IT service management experience and is recognized as a results-oriented specialist in IT best practice process design and systems implementation. As a Certified Process Design Engineer with global experience, he has an excellent track record of success in operations where his skills are balanced with a respect for organizational change management and governance. In addition to his CPDE certification, Martin hold certificates in ITSM process implementation and consultation, ITIL v2/v3 certification, service delivery management, and project management.