Continuous Improvement for the Service Desk Through Automated Workflows
Automating workflows is one of the many ways to improve efficiency throughout the organization. Steve Blackburn, Continuous Improvement Analyst, and John Walton, Service Desk Team Leader, at Yorkshire Water share how they automate the routing of tickets and requests, approval processes, and help stakeholders throughout the organization automate workflows and deliver better service.
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.
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.