Increasing Service Desk Efficiency

Objective: To arm Service Desk leaders with information, techniques, and processes that improve Service Desk Efficiency.

Target Audience: Service Desk Leads, Managers, and Directors.

Some of the top 10 concerns of IT Directors today are:
•Aligning IT strategy with business strategy
•Meeting business and user needs
•Coping with change
•Dealing with senior management
•Managing costs, budgets and resources

How can Service Desk leaders ensure that their Service Desks eliminate these concerns through successfully and cost effectively providing high quality, business aligned support that exceeds customer needs? First, it is essential to have the right foundation in place (people, process, and technology) and to build in mechanisms for establishing appropriate targets, measuring success, and managing operational efficiency. Additionally, it is important to market the value of the Service Desk to your customers.

Instructor: Rae Ann Bruno has over 15 years of management experience with an emphasis on process re-engineering, employee development, and business alignment of IT services. Formerly she was the Vice President of Strategic Relations for Previo Prior to Previo, Rae Ann was the Director of IT Customer Service for Siemens Energy & Automation (SE&A) where she started up an IT training and documentation department, re-engineered the help desk, and implemented Incident & Problem Management and Service Level Management across the IT organization.

Learn what it takes to move your team to a world class Service Desk
Identify areas where you can improve the quality of the services your team provides
Recognize the key processes that increase operational efficiency
Understand customer expectations and lead your team to exceed them
Determine ways to market the value of your team’s services

This course helps you to make improvements in your Service Desk such as refining the Incident Management

and Service Level Management processes, gaining ideas for improving relationships with groups who support

your team (other tiers of support), and understanding and increasing Customer Satisfaction.

Program Details:

Focus on the Foundation
Understand the necessary processes for Service Desk Efficiency (Incident Management, Problem

Management, and Service Level Management)
Learn how to define processes, make improvements, and effectively implement changes
Review Lessons Learned by the instructor, other organizations, and your classmates

Satisfying your Customer
Understand current customer expectations
Set realistic expectations
Effectively handle day to day user issues
Set goals that will allow you to meet and exceed customer expectations

Beyond the Service Level Agreement
Understand the full scope of Service Level Management
Identify Service Level Requirements
Establish realistic baselines
Know the roles, tools, and functions of Service Level Management
Negotiate Service Level Agreements
Create a service improvement process
Build effective reports

Operational Efficiency
A look at technology and automation
Making the most of Knowledge Management
Balance the workload of day to day support and ongoing projects
Empower your team

Relationship Management
Gain buy-in with your team and other departments
Build internal relationships
Communicate effectively with upper management and business partners
Market your Value

Program Length: One Day

Professional Skills are the KEY to the Effective Application of Technology to the Business Process.

Contact Sandy Gaston at or 404-255-0096 for information, scheduling, and fees.