Continuous Improvement for the Service Desk Through Automated Workflows
Automating workflows is one of the many ways to improve efficiency throughout the organization. As organizations continue to scale, creating this type of efficiency is critical to ensuring your service desk is able to streamline service delivery for a better employee experience.
Steve Blackburn, Continuous Improvement Analyst, and John Walton, Service Desk Team Leader, at Yorkshire Water. Yorkshire Water is one of the largest regulated water and wastewater companies in the United Kingdom serving 5 million customers. Internally, Blackburn and Walton service 6,000 employees.
In this webinar, they share how they automate the routing of tickets and requests, approval processes, and help stakeholders throughout the organization automate workflows and deliver better service. Blackburn also discusses plans and preparation for an integrated SAP launch.
What you will learn in this webinar:
- How to enable stakeholders across your organization automate workflows
- How to automate ticket routing and requests to the right service providers
- Streamlining approval processes involving multiple departments
- How to anticipate the needs of your business and incorporate them into your service desk
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Service Desk Team Leader, Yorkshire Water
John Walton is a Senior Consultant with windows deployment and private cloud experience. He has an ITIL v3 Foundation and is a Microsoft Certified Solutions Expert overseeing service delivery for 6,000 employees.
Continuous Improvement Analyst, Yorkshire Water
Steve Blackburn has spent nearly forty years of experience with Yorkshire Water in HR, Facilities, Payroll, IT Systems, and Service Management. He currently leads the development of Samanage with a service management strategy that spans twenty departments.