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.
