From Reactive to Proactive:
How to Get More From Your Service Desk

Presented by:


Holly Petersen

Practice, Training and ITSM Consultant, Virteva


Service Desk [webinar] - Virteva.pngStudies show that 50% of the perception of an IT department comes from interactions with the service desk. This perception will either make you stand out as best in class or be a reason your customers leave you. 

The most effective IT service desks make a modern, proactive approach to service delivery, rather than the reactive approach of the past. This webinar will showcase how you can bring a proactive issue resolution model to your IT service desk, including how to: 

  • Mature your process
    • Addressing single points of failure in incident management
    • Overcoming "the way you've always done it" 
    • Incorporating self-service capabilities 
  • Define Success
    • Measuring service desk effectiveness
    • Common industry benchmarks
  • Become Proactive
    • Using data to resolve the source of common issues
    • Building a library of knowledge base articles


Fill out the form to the right to watch the on demand webinar and learn how to get more from your service desk!