Put Down That Phone and Get Your Customers to the Portal! – September 2013 Chapter Meeting

BJ HavlikBrew City HDI is excited to announce our September 2013 meeting.
Tuesday, September 17th @ 5:00pm
Speaker: B.J. Havlik, President, SRC Technologies
Location: Kohls Menomonee Falls

Put Down That Phone and Get Your Customers to the Portal!

There are a variety of ways to submit requests and incidents: walk-up, telephone, email, website, etc.  Is there a way to standardize and automate the process and still deliver exceptional service? B.J. Havlik, president of SRC Technologies, will describe how to drive efficiency in your service desk. His presentation will focus on evaluating the pros and cons of the methods used to request support through the service (Help) desk. He will share best practices and real life examples used to improve overall service, beginning with setting up the service catalog based on business terms, developing a workflow processes to support the selections, and selecting a self-service portal.

About B.J.

B.J. Havlik, owner of SRC Technologies and ITIL Strategist, is nationally recognized for his ability to effectively connect business services with IT services while improving service delivery efficiency. With over 30 years of experience and more than 15 as an IT executive, he has successfully led organizations through periods of high-growth and change. During his tenure at United Healthcare, the company grew from $330 million to $14 billion. At Menasha Corporation, he and the rest of the leadership team successfully created and implemented a shared service center driven by a business oriented service catalogue. He co-founded SRC Technologies in 2008, where he serves as President and CEO. The team at SRC provides IT infrastructure services and consulting with a focused practice in ITSM to organizations across the country.


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