4 Building Blocks to Modernize the Service Desk

4 Building Blocks to Modernize the Service Desk

with John Prestridge , Roy Atkinson
Tuesday, Nov 19, 2019

For years, service desks and support centers have been optimizing the way they work. By doing so, they’ve been able to keep up with increasing demand for services, but not able to leap ahead. Now there is the promise of emerging, enhanced technologies to assist users and augment the efforts of the service desk to drive a significant ROI for the organization.

With the right tools in place, the service desk can provide customers and employees with the rapid and personalized service they have come to expect as consumers, elevate the user experience, and reduce the time people spend trying to get answers or resolve issues.

This webinar will explain and explore the 4 pillars required to build the modern service desk:

  1. Knowledge Management – Provide better user-facing, logic-based knowledge to make it easier for employees and customers to find the answers they need through effective self-help
  2. Omnichannel Self-Service – Deliver users the knowledge they need, when and where they need it
  3. Intelligent Automation – Leverage automation that works for you and drives process efficiencies
  4. AI Augmentation – Leverage AI to enhance the digital experience for IT staff, employees, and customers to increase productivity

This webinar will help you understand the advantages of ESM and the increasing role of emerging technologies to enable it.

Who Should Attend:

  • CIOs and directors who are setting strategy and making decisions about knowledge management initiatives and new technologies
  • Service desk/support center directors, managers, supervisors, and team leads interested in understanding why knowledge management and emerging technology is the key to the future


John Prestridge, CMO and Senior VP of North America at EasyVista


Roy Atkinson, Sr. Writer/Analyst | HDI

This webinar is being hosted on HDI's BrightTalk channel. You will need to have a BrightTalk account to register for the webinar. Fortunately, registration is free!

About Our Speaker(s)

John Prestridge
SVP of North America & Chief Marketing Officer
John Prestridge joined EasyVista in 2017 and serves as Chief Marketing Officer and Senior Vice President of North America. He is responsible for corporate brand, corporate communications, integrated marketing, and product marketing worldwide. In addition, he is responsible for all North America operations including sales, customer experience, channel, and business development. Mr. Prestridge brings 20 years of experience in the ITSM industry to support the company’s growth, international expansion and EasyVista’s positioning as the leading provider of ITSM 2.0 solutions for the digital workplace. Mr. Prestridge joins EasyVista following sales and marketing leadership roles in several organizations including SunView Software, Citrix Systems, and Sequoia Software (acquired by Citrix).
Roy Atkinson
Group Principal Analyst

HDI's 2019 Lifetime Achievement Award honoree Roy Atkinson is one of the top influencers in the service and support industry. His blogs, presentations, research reports, white papers, keynotes, and webinars have gained him an international reputation. In his role as Group Principal Analyst, he acts as HDI's in-house subject matter expert, bringing his years of experience to the community. He holds a master’s certificate in advanced management strategy from Tulane University’s Freeman School of Business, and he is a certified HDI Support Center Manager. Follow him on Twitter @RoyAtkinson.