Taking the Service Desk to the Next Level: An Opportunity for IT Pros!

with vincent geffray , Roy Atkinson
Tuesday, Nov 14, 2017

Register now!

As our industry transforms and matures, last century standards for cross-team communication become less and less efficient. And in today’s digital world, the tiniest technical glitch can have huge consequences—requiring swift and flawless communication. Whether it’s a datacenter outage, a cyber-attack, an application failure, or a manmade issue, they’re all critical events which support centers need to identify, categorize, and help coordinate cross-functional teams for timely restoration.

Today, there’s an area where the role of the service desk continues to become more and more strategic when it comes to communication: Critical event management. So when IT hits the fan, will you be prepared to manage critical events? Are you using the right tools? Are you meeting your SLAs and complying with regulations?

In this conversational webinar, HDI’s Roy Atkinson and Everbridge’s Vincent Geffray explore the challenges faced by modern team structures when it comes to interrupted or complex coordination during unexpected IT downtime events.

What You'll Learn

  • The challenges around communication, collaboration, and coordination
  • Why not all incidents are equally important
  • Why the “one size fits all” support model no longer works
  • Solutions, ideas, and takeaways for critical event management

Who Should Attend

  • Support center managers and directors responsible for communications
  • Telecom administrators looking for solutions for rapid communications
  • Service management professionals responsible for business continuity and/or disaster recovery
  • Incident managers
  • Any organization contemplating the adoption of a #DevOps culture
  • IT executives concerned about quality of IT services, response team performance, MTTR
  • Performance managers and auditors

Register now!

* This webinar is being hosted on HDI's BrightTalk channel. You will need to have a BrightTalk account to register for the webinar. Fortunately, registration is free!


About Our Speaker(s)

Vincent Geffray
senior director of Product
Vincent Geffray is Senior Director of Product Marketing with focus on IT service alerting, IT team collaboration and process orchestration at Everbridge. He has over fifteen years of experience in the IT operations and service management space, with expertise in critical communications, IT service alerting, application performance management, IT process, runbook, and workload automation. Vincent holds a MS in mechanical engineering and computer science, two certificates from MIT Sloan School of Management and has an international experience and he worked in Europe and in North America.
Roy Atkinson
CEO
Roy Atkinson serves as CEO and Principal Advisor for Clifton Butterfield, LLC, a business advisory practice, and is one of the top influencers in the service and support industry. He is a Fellow of the Institute for Digital Transformation and a member of the HDI Strategic Advisory Board. Roy received the HDI Lifetime Achievement Award in 2019. He holds a master’s certificate in advanced management strategy from Tulane University’s Freeman School of Business. Follow him on Twitter @RoyAtkinson

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