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HDI - ITSM Consulting Company

Unlocking Your Workforce Potential: IT Support from Anywhere to Anywhere

Unlocking Your Workforce Potential: IT Support from Anywhere to Anywhere

with Andrew Gilliam , , Rae Ann Bruno
Tuesday, Sep 15, 2020

 

While much has changed this year for support centers—which consist of service desks, help desks, and desktop support—we must also remember that a lot has changed for the customers we serve, as well. They may lack the proximity of colleagues to answer simple questions, and distractions may be an issue if they are working from home. To meet and exceed customer expectations, support centers must be increasingly flexible in meeting demand as IT customers and end users work from home or return to the office—or some mix of both.

In this webinar, you will learn:

  • How changing customer environments impact channel mix, working hours, and expectations
  • Increasing use of third-party cloud services and personally-owned devices requires a broader knowledge of interoperability
  • External stressors drive customers' psychological needs for fast, secure, personalized service

View the Webcast Recording

Unlocking Your Workforce Potential: IT Support from Anywhere to Anywhere

About Our Speaker(s)

andytg
Andrew Gilliam
HDI Associate Analyst
Andrew Gilliam is a passionate customer experience innovator and change agent, with a background in IT support and customer service. As one of HDI's in-house subject matter experts, he writes and speaks about service management, technical support, and contact center trends and best practices. Andrew was among ICMI's 2019 Movers & Shakers and Top 50 Thought Leaders for multiple years, and he maintains several HDI and CompTIA certifications, including CASP+. Follow @ndytg on Twitter, connect with him on LinkedIn, and discover more at andytg.com.
RBruno2024
Rae Ann Bruno
President
Rae Ann Bruno is an accomplished HDI Business Associate, Senior Consultant, and Instructor with extensive expertise in IT Service Management (ITSM), ITIL 4, Knowledge-Centered Service (KCS), and Experience Management (XM). She has a proven track record of helping organizations enhance service quality, operational efficiency, and employee experience through her engaging and practical approach to complex IT and experience management concepts. As a Senior Consultant and Instructor, Rae Ann delivers HDI certification courses for Support and ITSM roles, as well as ITIL 4 and APMG Experience courses. She is highly regarded for her ability to drive IT process improvements, guide KCS adoption, enhance service level management, and implement experience-driven strategies that align IT performance with business outcomes. Rae Ann’s industry leadership is reflected in her numerous accolades, including the HDI Lifetime Achievement Award (2024), induction into the HDI Hall of Fame (2017), and recognition as an HDI Top 25 Thought Leader across multiple years. She was also named a Cherwell IT Legend in 2017 and is the first APMG-certified Experience Trainer in the U.S. In addition to her consulting and training work, Rae Ann is a respected speaker and writer, frequently presenting at industry conferences on topics such as experience management, ITSM best practices, and metrics that matter. Passionate about helping IT teams move beyond transactional service models, Rae Ann is dedicated to bridging the gap between IT performance metrics and real-world user experience, creating meaningful, experience-driven support that delivers lasting impact.

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