How IT Plays a Lead Role in Expanding Service Management
IT service management has helped connect employees to quicker, better solutions to their everyday needs. But service management doesn’t need to stay only in IT. In fact, IT leaders are in a unique position to help other departments streamline workflows and automate service delivery to provide the same experience.
Shvonne Craig, Director of IT Services at EXOS, did just that as she helped lead a service management expansion in her organization. Prior to EXOS, Shvonne led IT services for MediFit using the Samanage Service Platform dating back to 2011. Since then, MediFit was acquired by EXOS, who had been using Zendesk prior to the acquisition.
Shvonne recognized this transition as the ideal opportunity for the new, nearly double in size organization to streamline service management and create greater efficiency and automation
What you will learn in this webinar:
- How Shvonne sold leaders on the broader vision for Samanage beyond a simple IT ticket solution
- How EXOS migrated tickets from Zendesk to Samanage
- Developing a strategy for employee services across the organization
- Building out service level agreements (SLAs) to provide greater transparency and visibility for requesters, preventing walk-ups
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Director of IT Services, EXOS
Shvonne oversees all aspects of a global organization's infrastructure, including IT services, IT policies and procedures, help desk management, systems administration, and EXOS applications.
Solutions Consultant, Samanage
Liz Beckner is an ITIL® certified analyst, helping Samanage customers with ITSM best practices, API integrations, SaaS security and privacy, and business value of employee service delivery.