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Webinar: University CIO reveals secret to IT Visibility
April 21, 2016 @ 14:00 - 14:40
While traditional models of the IT Service Desk remain focused solely on Incident and Reactive Problem Management, analysts will continue to manage down queues by addressing a single incident at a time; escalating problems only when they have affected a large number of customers. Using end user analytics LSHTM focus on what real matters – the end user.
Jon Faulkner, CIO, London School of Hygiene & Tropical Medicine will focus on changing the questions asked:
- Are users reporting any issues? becomes Are users experiencing any issues?
- What is the status of our tickets? becomes What is the status of our network and services?
- How many tickets have we resolved today? becomes How many tickets have we prevented today?
REGISTER for the webinar here. You will get the link to the webinar two days prior to the event.