Service Desk Health Check

Tony North is Senior Manager of IT Service Management for Seagen, previously the President of the Seattle Chapters, and Board and Advisory for the HDI Los Angeles Chapter.   Tony has been with HDI since 1996.

Tony started learning about technology while in the United States Marine Corp, Tony became the first PC Software Trainer at SAFECO Insurance Home Office, at the time one of the largest companies in Seattle. Since then, he provided over 150 software implementations for HEAT by iVanti, Magic Solutions by McAfee, HROffice by Ascentis, and SumTotal Learning & Talent Management by Skillsoft.

Now with 18 years as a Director and Senior Director of managing support teams, speaking for IT and HR conferences, hosting and emceeing conferences, Tony helps customers adopt digital to cloud technologies while advocating for today's youth through volunteering.

Presentation Abstract:

Tony will present his methodology for developing a Service Desk Health Check, which is designed to provide your organization with an analysis of your Service Desk's operational effectiveness.  Key foundational areas are reviewed and compared to best practices, and recommendations are made based upon your organizational goals.

The Service Desk Health Check will assess these areas;

•   Structure and Strategy
•   Framework, Methodologies, Performance
•   Practices, Processes and Procedures
•   Staffing and Training
•   Systems and Technology

A key takeaway will be understanding the value proposition of developing and utilizing a Service Desk Health Check.