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Value-added tech support: The rise of the multivalent ITSM professional
Several strange things have happened to us on the way to the service desk over the past year, haven't they?

My presentation will do more than present research about the uniquely important skills ITSM professionals need in our brave, new remote support, omnichannel world. I'll demonstrate a technical skill per trend, and provide detailed research for every buzzword used.

Sure, we've seen the advent of AI and automation as help desk / service desk adjuncts. The ITSM role has become experiential in nature. Let's discuss the data from research about the most effective, hands-on ways ITSM professionals can prepare themselves.


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May 26, 2021 02:00 PM in London

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James Stanger
Chief Technology Evangelist @CompTIA
Dr. James Stanger has consulted worldwide concerning ITSM skills development, cybersecurity, and emerging technology for over 25 years. Organizations include Dell, the City of Manchester, SoftBank, Christie’s, the British Army, Northrop Grumman, IBM, and Symantec. An award-winning author, instructor, and blogger, James is Chief Technology Evangelist at CompTIA