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Previous Meeting Slides: Next Step Quality: 5 Steps To Increasing Service Desk Effectiveness

HDI Capital Area Meeting March 2019 Next Step Quality: 5 Steps to Increasing Service Desk Effectiveness from hdicapitalarea

About the Program

You may have a great team of professional, courteous, customer-service oriented analysts, but that doesn't mean they'll always know how to resolve an issue. Attend this interactive presentation for a discussion of the many obstacles to service desk effectiveness and strategies for overcoming them. Leave motivated to begin implementing these strategies and increasing quality on your service desk right away! 

Key takeaways for attendees:

Learn how to:

  • Assess the quality of your current support
  • Utilize in-house resources to tailor and deliver a comprehensive training program
  • Leverage knowledge management
  • Enforce policies to ensure information is retained and utilized

About the Speaker

Monica Morrison

Monica Morrison is a dynamic, passionate leader with remarkable strategic vision and focus on customer satisfaction, process improvement, and solutions implementation. She has more than 23 years of experience implementing ITSM best practices that have improved service delivery and support in large companies as well as nonprofit organizations. Monica has extensive experience coaching and mentoring individuals and building strong, cohesive teams that achieve results. She holds ITIL and HDI Support Center Manager certifications and currently serves as the VP of Program Logistics for the HDI Capital Area chapter.

LaTonya Morgan

LaTonya Morgan is a certified Project Management Professional with more than 12 years of experience leading and managing IT professionals on government contracts. She has successfully established help desks from the ground up, including several ticketing tool implementations and transitions. She's well known for her ability to improve staff performance and build strong, high-performing teams. She is also ITIL-certified, which facilitates her establishment of well-defined policies and procedures. LaTonya currently serves as the VP of Programs for the HDI Capital Area local chapter.


12:00 Noon to 12:30 PM – Lunch and Networking
12:30 PM to 1:50 PM – Program
1:50 PM to 2:00 PM – Survey, Prize Drawing
2:00 PM – Meeting Ends

About the Location

Beyond 20
1325 G Street NW, Suite 1020
Washington, DC

Metro Center stop on the RED Line, Public/Paid Parking available nearby