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Session 507: What About Desktop?: A Case Study on Field Support at Boston University

Thursday, August 6 at 11:30 AM

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With the focus on ITIL 4, AI, chatbots, and self-service, help desks seem to get all the love these days. Do we even need field support? In this session, Mark Kimionakis and Jill Beckman will share the story of how this role has evolved over the past five years at Boston University. Learn about the role of the desktop specialist in relationship management, their efforts towards rebranding their team, and where they think the role fits in a DevOps/Agile/ITIL 4 world. Let's explore about the future of desktop support together!

SupportWorld Live speaker photo for Jill-Beckman

Jill Beckman

Executive Director, Client Services, IT Help Center

Boston University

Jill Beckman is the executive director over multiple teams in Boston University's 60-person centralized support center: Desktop Services, Collaboration Services, and Operations. These teams are responsible for many of the university's shared services, such as the desktop asset management system, student printing system, email, and the VoIP phone system. Jill also serves as the incident management and request fulfillment process owner for BU and, in this role, has a dotted line to BU's Service Desk team.


SupportWorld Live speaker photo for Mark-Kimionakis

Mark Kimionakis

Director, Desktop Services, IT Help Center

Boston University

Mark Kimionakis is the director of the Desktop Services team within BU's IT Help Center, which has both a field support team and an engineering branch. His team consists of 35 staff and supports more than 90 departments and schools within BU. Desktop Services is also responsible for many of the university's shared services, such as the desktop asset management system, the endpoint device security system, imaging, and virtual desktops. Mark also acts as the service owner for multiple service components in BU’s IT service catalog.

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