The latest edition of the ITIL 4 framework specifically addresses the need to employ best practices to turn IT help desks into a service desk that improves the user experience by relying more on automation. The challenge now is defining a set of best service desk practices for that ultimately transform the way modern IT organizations are perceived within their organization.

Come learn

• How to transform an IT help desk into a service desk?
• What are the best ITIL 4 practices for managing IT as a service?
• How to measure customer experience to continuously improve IT services?