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SA - SIG - Service Desk - Professional Development Workshop
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Service Desk - Professional Development Workshop

19/02/2019
When: 19th February 2019
3.15pm Registration
Where: ASG Group Conference Room
Level 15, Westpac House
91 King William Street,
Adelaide, South Australia  5000
Australia
Contact: Sheryl Kingsley
03 9879 5466


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Format: Roundtable Workshop informed by Service Desk SME’s:

Tracey Horricks – The University of Adelaide

Penny Chapple – TAFE SA

George Tsavouroglou – ASG Group

SD staff - ElectraNet & SA Health

Topic 1. SD Professional Development and Planning

Is there a training, coaching and mentoring program for Service Desk Specialists (Level 1 / 2) including professional development planning? 

Is a Skills Matrix a useful tool to confirm the skills, knowledge, and interest of your SD team members?  How does this direct the identification and development of SME’s?

Topic 2. Transitioning Services through the SD into Production

Is the Service Desk involved in all new Service transitioning into Production?

Can the development of Service Desk transition checklists and Service adoption procedures guarantee an invitation to the Service transition planning meetings?

Topic 3. Ensuring your KPI’s are KPI’s

A critical success factor for incident management is having a good service desk. But what is good?  How do we define the measures that would indicate a “good” Incident Management and Service Desk?  Can Customer Surveys be effective in measuring the Customer Experience and the Service Desk Performance?  Who provides data and performs the reporting of KPI’s and trends to the IT department and business sponsors?

Topic 4. Emerging trends & technologies

Shift Left is an industry wave focused on moving many aspects of IT service and support towards the lowest cost option: 

·Incident resolution to tier 1 analysts (service desk) or tier 0 (the end user) 

·Fulfilment to automation or self-service 

·Testing to automation, service desk, or end users

Benefits include lowered costs but how will this disrupt the stability of the Service Desk?

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