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The Changing Anatomy of the New Service Desk06-May-2010 - 06-May-2010 Hosted by Matthew Neigh with Evelyn Hubbert from Forrester Research, Inc. IT organizations are faced with many challenges today! Their task to support a sophisticated business community with great customer support is a balancing act. This balancing act is about providing adequate support for all new technologies to end users, delivering services to delight end users and all of that in a reliable and cost effective way. The challenges don’t end there. The service desk team is changing how it works and what it does to adopt to these continuously changing needs of the business community. This webinar will discuss the anatomy of the new service desk. Following Evelyn’s presentation, Matthew Neigh, Marketing Manager at Cherwell Software, will briefly build upon her discussion and present Codeless Business Application Technology (CBAT), an approach to software that allows applications to be quickly customized to precisely meet and adapt to business needs without also requiring software expertise or the hiring of expensive consultants. We will wrap up with a Q& A session with Evelyn.
Evelyn Hubbert is a Senior Analyst at Forrester Research, Inc. She serves IT Infrastructure & Operations professionals. Covering IT systems management, her current research focuses on the Information Technology Infrastructure Library (ITIL), the implementation of IT service management from a holistic or partial perspective, business service management (BSM), and many other aspects of IT operations. Evelyn delivers strategic guidance to Forrester's vendor and end user clients. She helps enterprises to manage their networks and systems, define key projects focusing on IT service management, and bridge IT to the lines of business. Evelyn has more than 20 years of experience working with IT organizations in the definition and development of the IT service delivery processes and the implementation of IT service management as a practice inside enterprise organizations. |
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