Evolving Desktop Support

The sessions in this track provide practical solutions and innovative methods for managing increased demands on Desktop Support teams and for navigating the changing landscape of technologies and business needs. Learn about emerging trends, process improvement, performance measurements, key metrics, managing expectations, and becoming more proactive. 


Track Chair

Rae Ann Bruno

President, Business Solutions Training Inc.

Rae Ann Bruno, president of Business Solutions Training Inc., consults and trains in various areas of ITIL, KCS, communications, internal marketing, metrics, and process improvement. Rae Ann holds several ITIL certifications, is a faculty trainer for HDI, and author of the HDI focus books Translating IT Metrics into Business Benefits and What Have You Done for Me Lately? Creating an Internal Marketing Culture. She’s also a member of the HDI International Certification Standards Committee.