Just got done recording a webinar on “How Service Desk Pros Can Support Our New ‘Work From Home’ Reality”. Thanks to Chris McManus and SolarWinds for the opportunity. As well as to my fellow panelists Chris Sanchez and Jason Thompson for a lively and educative discussion. Let’s keep up the good work! It appears we may be in this mode for a while.
My quick takeaways from the discussion:
- Effective communication from IT is key. Whether it’s new capabilities or established practices, it’s important that IT shares those with the organization
- IT should anticipate challenges brought on by remote work and address them proactively
- Adopt/drive self-service for end users; in many cases the answers to their service requests are already documented
- Document changes related to this transition – it will serve as a good guide for the future as well as allow you to see what may need to be rolled back when we get back to normal
- This is a great opportunity for IT to help their organizations adapt to the new normal e.g. by replacing manual business processes with automated workflows in the ITSM or other workflow management tools
To watch the 45 minute presentation, check out https://www.brighttalk.com/webcast/11431/393680
#remotework #businesscontinuity #itsm #servicedesk
