Building a Modern Service Desk from the Ground Up: Luton’s Journey of Transformation скачать в хорошем качестве

Building a Modern Service Desk from the Ground Up: Luton’s Journey of Transformation

Ben McCartney, Head of Workplace Experience In March 2024, Luton Council embarked on an ambitious mission to build a brand-new IT Service Desk and implement a modern ITSM platform from scratch. In this session, Ben McCartney, Head of Workplace Experience, shares how the council transformed its service experience through a new portal, automation workflows, change management, quality assurance, CSAT insights, and a growing self-service culture. Watch to gain practical insights on designing scalable processes, using automation to improve efficiency, and building a service desk that supports both users and analysts. Ben also discusses what’s next for Luton Council, including cross-department integrations, live asset visibility, enhanced workflows, and AI-driven support.