Service Desk Masters

This track is for support leaders who seek to mature their organizations and demonstrate the strategic value of a professional Service Desk. If your tactical operations are running smoothly, now is the  time to elevate the status of your Service Desk and improve alignment with the business. But your plans and vision must first win approval from senior leadership, giving you the extra push you need to take your team to the top. The sessions in this track will take a deep dive into the elements of a strategic roadmap, including best practices, metrics, and dashboards for measuring performance, building culture, and engaging employees. Take your Service Desk to the next level!


Track Chair

Lisa Hodges

Owner/Principal Consultant, Cornerstone Service Management

Lisa Hodges is the owner and principal consultant of Cornerstone Service Management. She has more than twenty years of experience in project and service management, and she’s well versed in applying the principles of ITIL, Agile, DevOps, PMBOK, and PRINCE2. Lisa is a PRINCE2 Practitioner, PMP, ITIL Expert, and Certified Process Design Engineer, as well as an active member of the Project Management Institute and itSMF USA, where she is a regular speaker at local and national events.