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Webinar: Service Desk – Future Insights

Event Title: Webinar titled "Service Desk – Future Insights"

Organizer: EAITSM Inc.

Location: Online Webinar

Time: Thursday, Feb. 5th, 2015, 06:00 PM - 07:00 PM local time (GMT+2 / Makkah-1)

Attendees: IT Community Members in Egypt and outside


Ahmed Gad, ITIL, ISO 27001. (Registered Member)

Ahmed comes from an infrastructure and Security background. He has over 15 years experience in related fields. He has experience in E-Gov projects. He was delegated by MSAD as a researcher in formulating E-Gov documents of standards. He was performing consultation and training activities for other government delegates (Syria and Iraq). He has experience in Software Quality and Testing methodologies. He was working in major projects.


As an IT service provider, you understand that information can provide a powerful strategic advantage. In order to ensure the proper mechanisms are in place for information collected, analyzed, produced and distributed seamlessly, many IT service providers implement a service desk. A service desk acts as the main point of contact for any  IT related questions. Unlike a help desk that clients can call when they are having problems with their IT services, service desk personnel monitor and manage each layer of client service from beginning to end.Any discussion of the future of the service desk would be incomplete without a look at the technology that we might be using and what it will enable us to achieve. This presentation will explain different approaches of the next-generation Service Desk namely SD 2.0 (or in some cases, SD 2017 referring to Year 2017).

Registration: Registration is open for free to the public. Please use the form below to register to attend this webinar.
(Registration has been closed)


  • Webinar Video Recording: (Available for watching below).
  • Webinar Presentation Slidedeck: Download (PDF file).
  • Follow-up question received from audience: If I need to convert helpdesk staff to a service desk what is the first phase to do that and is it neccessary to be applied on all support teams other than helpdesk?

Answer: First of all, you need to agree/ identify/ design/ Execute the following processes within the service desk context:

1- Support & Maintenance Processes (Incident, Problem, Change, Configuration Mgmt) 
2- Delivery & Development Processes (SLM, Release Mgmt)
3- Appoint certified Service Manager
4- Draw org chart for support team (you can visit http://www.thinkhdi.com to map courses to org levels)
5- Gain various certification levels certifications (preferable from thinkhdi)
6- Choose the management technology that ties all pieces together (with integration aspects in mind, check webinar for more integration considerations) 
See More:
Service Desk Institute (www.servicedeskinstitute.com/)


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