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Tuesday, October 3 • 9:00am - 10:00am
Expanding Service Management in Higher Ed: Doing It Right

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Customers and users have come to expect internal processes and functions to perform at the level and with the ease of the Google, Amazon, and Apple services they know from their experiences as consumers. Their customer experiences are all about speed and ease, and organizations of all types—including institutions of higher education—are moving to provide services at the same level. When services are offered in a uniform, simplified way, the overall customer experience is better. To deliver services in this way requires the right approach to processes and tools.

This session will provide useful advice on how to take service management across the campus. Based on HDI research, the session will cover:

  • Reasons for expanding service management outside IT

  • Frameworks and methodologies currently used in higher education

  • Must-have technologies for higher education support

  • How integrated tools and systems can help

  • How to provide better self-help

  • Why it’s important to get it right before you expand service management

Who should attend:
Senior managers and managers who are considering providing expanded service support across their organization.


Roy Atkinson

Roy Atkinson is one of the top influencers in the service and support industry. His blogs,presentations, research reports, white papers, keynotes, and webinars have gained him aninternational reputation. In his role as senior writer/analyst, he acts as HDI's in-house subjectmatter... Read More →

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HDI is a membership association for the technical service and support community that offers professional development through certification training, networking events, consulting services, and industry resources.

Tuesday October 3, 2017 9:00am - 10:00am PDT
Seattle 1 1415 5th Ave, Seattle WA 98101