Webcast: What’s next for the enterprise help desk?

By: Herb Hernandez

Listen as IBM Digital Workplace Services experts Niki McKenna and Steve Nekolaichuk discuss the ongoing evolution of enterprise IT service desks.

The conversation flows from parallels to the world of medicine to pointed opinions about the criticality of AI and analytics for service desk teams.

 

Niki and Steve discuss:

  • The priority of user experience
  • When we’ll begin to see virtual agents acting on behalf of IT managers and end users
  • How long before companies formalize peer-to-peer support channels for first-line IT support and more

Listen to the webcast

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About The Author

Herb Hernandez

Global Product Marketing Leader, IBM Digital Workplace Services

Herb Hernandez is a marketing professional with over 25 years of experience across both services and hardware. In his current role, Herb leads a global marketing team supporting IBM Digital Workplace Services business. Herb has a BA in Psychology and Philosophy from Northwestern University and an MBA in Marketing and Organizational Behavior from the University... Read more

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