Information Technology Peer Group Meeting 

Improving Customer Experience with Internal IT Help Desk 
January 24, 2018 09:00 AM - 03:00 PM 
How can enterprise IT deliver the best customer experience for IT help desk customers? 

Enterprise IT support organizations are challenged today in numerous fronts: technology that is evolving rapidly; a savvy and demanding user-base with unique needs; integration of a multitude of technologies across the enterprise ecology; increased dependence on external solutions providers and SaaS services; increased user-expectations; BYOD etc. Gone are the days when IT help desks provided a brief menu of services, during business hours to a monolithic group of employees, at the convenience of the staffers. Today, user satisfaction, speed and productivity are paramount, and IT help desks are an integral part of the value delivery mechanism.

The January Peer Group will discuss how best to deliver value to the enterprise through IT help desks. While frameworks like ITIL specify how IT should deploy and support IT solutions, the emphasis of this meeting will be on best practices and approaches to deliver an exceptional customer experience to those internal customers who reach an IT help desk. In addition to Subject Matter Experts from ServiceNow, we will also hear specific examples of how member companies like Northwestern Mutual has deployed its IT service functions. This will be an great opportunity for leaders within the IT to share experiences, discuss challenges and collaboratively develop solutions that will help deliver exceptional service to our enterprise customers.

Agenda Items:
9:00 AM Welcome and Introductions (webcast available)
9:10 AM Delivering an Exceptional Value and Service Through an Enterprise Help Desk (webcast available)
  Cavinda Caldera, UWEBC
9:30 AM Moving from a Help Desk to a Service Desk (webcast available)
  Matt Reinfeldt, ServiceNow
10:30 AM Break (not webcast)
10:45 AM Connect Users with Answers: Bots and Self-Help to the Rescue (webcast available)
  Melissa Burch and Curtis Conley, Zendesk
11:30 AM Breakout Group Discussion (not webcast)
12:15 PM Lunch (not webcast)
1:00 PM Case Study: Northwestern Mutual’s Technology Service Center (webcast available)
  Jeremy Lewandowski
1:45 PM Case Study: Brady Corporation (webcast available)
  Larry Drake
2:15 PM Breakout Group Discussion II (not webcast)
2:55 PM Closing Remarks (not webcast)
3:00 PM Adjourn (not webcast)
Gordon Dining and Event Center, Second Floor 
Betsy Golomski, 608-262-1145, 

Annual Conference

Save the date!

The Business Best Practices & Emerging Technologies Conference is Wisconsin's premier knowledge-sharing and networking event for business leaders from well-known companies in Wisconsin and the Midwest.

Next year's conference will be September 24, 2019.

Helpful Resources

For more information on attending events, check out our FAQ page.

Please double-check the location of any meeting you attend and read our parking information page.

If you are having problems viewing a live webcast of a meeting, visit our webcast help page.

© 2000-2018 UW E-Business Consortium, University of Wisconsin-Madison. All rights reserved. Site credits»