Webcast: Learn the Secrets to Improving Help Desk Productivity and User Perception


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ON DEMAND WEBCAST!
Learn the Secrets to Improving Help Desk Productivity and User Perception

sponsored by Citrix Online

Premiered:	Available On Demand
Format:	Multimedia
Type:	Webcast
Language:	English

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ABSTRACT:

The IT help desk is the guardian of day-to-day business productivity and the front door to your IT organization. View this Webcast to hear Chip Gliedman of Forrester Research, Inc., share results from his ITIL processes survey and discuss the conclusions from the Forrester report: "Thirty-One Best Practices for the Service Desk." Also learn:

The importance of ITIL processes for IT service delivery
Help desk areas that need improvement
How to improve customer satisfaction

Discover more about a secure, remote support solution to help your organization improve help desk productivity and reduce downtime and costs.

Speakers

Chip Gliedman
Vice President of Forrester Research, Inc.
Chip has 20 years of experience in the IT industry. He came to Forrester through its acquisition of Giga Information Group. Prior to joining Giga, he was director of business development for Passport Designs, where he managed both the customer service center and the direct sales organizations. Chip also held senior positions at Ingres, where he was group manager of desktop and Unix platform marketing, as well as Ingres' representative to the X/Open ISV council.

Shelly Cobb
Product Manager, Citrix Online
Shelly Cobb is Product Manager for Citrix Systems, Online Group, overseeing the management of Citrix® GoToAssist™ . Shelly's 16 years of experience spans various roles in marketing, sales and support in the ERP, dot com, and data com and telecom industries

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