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Session 805: Next Step, Quality: 5 Steps to Increasing Service Desk Effectiveness

Friday, April 12 at 10:15 AM

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You may have a great team of professional, courteous, customer-service oriented analysts, but that doesn't mean they'll always know how to resolve an issue. Attend this interactive session for a discussion of the many obstacles to service desk effectiveness and strategies for overcoming them. Leave this session motivated to begin implementing these strategies and increasing quality on your service desk right away!

Attendees will learn:

  • How to assess the quality of your current support
  • How to utilize in-house resources to tailor and deliver a comprehensive training program
  • How to leverage knowledge management
  • How to enforce policies to ensure information is retained and utilized

Monica Morrison

Manager, ITSM Process Improvement
CareFirst Blue Cross Blue Shield

Monica Morrison is a dynamic, passionate leader with remarkable strategic vision and focus on customer satisfaction, process improvement, and solutions implementation. She has more than 23 years of experience implementing ITSM best practices that have improved service delivery and support in large companies as well as nonprofit organizations. Monica has extensive experience coaching and mentoring individuals and building strong, cohesive teams that achieve results. She holds ITIL and HDI Support Center Manager certifications and currently serves as the VP of Program Logistics for the HDI Capital Area chapter.

LaTonya Morgan

Program Manager
US Postal Service

LaTonya Morgan is a certified Project Management Professional with more than 12 years of experience leading and managing IT professionals on government contracts. She has successfully established help desks from the ground up, including several ticketing tool implementations and transitions. She's well known for her ability to improve staff performance and build strong, high-performing teams. She is also ITIL-certified, which facilitates her establishment of well-defined policies and procedures. LaTonya currently serves as the VP of Programs for the HDI Capital Area local chapter.