Presenter: Erick Simpson, Vice President & CIO, MSP University
As an MSP, your single biggest asset in winning the customer service battle and increased service and solution sales is also your greatest threat - your Service Desk. Establishing and enforcing consistent ITIL-based incident management procedures among every single one of your service desk and technical teams will yield positive improvement in the following areas; increased efficiencies resulting in improved profits, consistent customer experiences resulting in increased sales opportunities, reduction of risk resulting in less re-work and increased client satisfaction and Solid change management resulting in reduced errors.
