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Access CIO Roadshow Presentations
 

Hang Up on Phone Support:
The Move to Web-Based Support

It's no secret. In these demanding economic times, IT departments need to keep budgets FLAT. Industry leaders have two choices - use fewer resources or do more with what they have. Can your team of 500 support reps do the work of 1,500?

Moving to web-based support methods allows you to increase staff productivity, taking utilization rates from 60 percent to over 100 percent. Hang up on phone support and flatten your budget at the same time.

Join us to:
  • Discover how Novell utilized web-based support to drive efficiency and save money in 2008.
  • Understand the driving force behind the industry shift away from phone-based support to web-based support.
  • Learn how web-based support allows teams to realize a quick ROI and higher utilization rates.

Sponsored by Bomgar:

Bomgar provides Enterprise Remote Support solutions that allow support teams to securely access any system, anywhere in the world, from any place in the world.

Agenda


8:30AM–9:15AM:

Breakfast and Opening Presentation

Presented by Tom Thomason
9:15AM–10:30AM: [logo: EMA]

Analyst Workshop


The service desk has become a centerpiece for broad ITSM initiatives-serving as a hub for many interrelated service support and service delivery disciplines. Recent Enterprise Management Associates (EMA) research, The Aging Help Desk, Migrating to a Modern Service Desk, shows that investment in the service desk is strong. This study revealed that service support is an area where significant savings can be realized for IT organizations and that self-service and Web-based support are clear priorities for the enterprise.

In this session, participants will learn about the dynamics of the current service desk landscape and how Web-based support fits into broader priorities. Considerations for deploying a Web-based service support strategy will be discussed as well as scenarios that may present challenges for IT managers. Participants will learn about how remote access solutions are a key enabler for Web-based support strategies

Practical topics covered in this workshop will include:

  • Evaluating enterprise readiness for Web-based service
  • Political/cultural review of user impacts
  • Self-assessment of technology resources available and required
  • Estimating potential savings that can be realized using Web-based support
  • Ensuring compliance, knowledge and audit capture in the system

Presented by Lisa Erickson-Harris, EMA
10:30AM–11:00AM:

Wired Networking Break
11:00AM–11:30AM:

Keynote Speech Presentation

Presented by Nathan McNeill

11:30AM–12:00PM: [logo: Novell]

Customer Presentation

Hanging up the Phone: Novell's Shift to Web-Based Support

When Novell launched their E-Services initiative offering unlimited support to their customers, they knew they needed a new way to handle the increased incident volume. Their solution was to move support to the web – using chat & remote support... and hang up phone-based support.

Join us to learn:
  • How Novell’s remarkable shift to web-based support has led to equally remarkable results
  • How chat & remote support can improve rep utilization by 30% while increasing rep effectiveness
  • Short-term, quick-hit solutions for ROI in 2009 that lay the foundation for strategic benefits in 2010 & beyond

Presented by Scott Ivie, Novell

12:00PM–1:00PM:

Q&A Sessions/One-on-One meetings with customers
1:00PM–2:30PM:

Networking Lunch and Closing Presentation

 

Other Bomgar attendees: Marc Dalton :: Dan Tomassi