Webinar

The challenges organizations face today aren't the same as the challenges we faced ten or twenty years ago. There are few places where this is more apparent than support, and many organizations are changing the way they do business to address these challenges. Today, there is a rising interest in what some are starting to call the "next-generation service support" model.

This session will help you better understand how to make an effective move from traditional "break/fix" support to a next-generation model that drives enhanced customer engagement, value, and satisfaction. Many times, discussions like this will begin by looking at the tools and technologies used in the operational aspects of service support. Unfortunately, starting there often leaves us with the same set of issues and questions. The purpose of this session is to examine this direction from the customer perspective (also known as an "outside-in" perspective) - what it is, how it works, what's required, etc. - and in so doing, map out how the move to next-generation thinking and operations translates into results and benefits that are apparent to your customers.

• Major indicators that your customers and organization are ready to make the transition;
• Some of the major service management elements involved in next-generation service support and why they are important;
• The key challenges and candidate approaches in moving to a next-generation approach; and
• Some of the resources available to you in preparing for and making your move.