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Friday, October 7 • 9:25am - 9:45am
Show, Don't Just Tell: Improving The End User's Support Experience

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At DELTA's LearnTech help desk, at NC State University, we want to enhance the end user's support experience by communicating more visually, in addition to using only text, within an IT service management context. We have started a grassroots effort (over the last eight months) using quick screencasts as delivery for end user support. Can richer media be more effective at gaining the end user's attention, and lead to higher quality engagement? Can this result in increased end user satisfaction? Additionally, we must consider the end user support staff. Can using screencasts as delivery for end user support help reduce repeat incidents, time spent on incidents, and/or time spent crafting lengthy steps when responding via email? Using both survey data and ServiceNow data, we'll explore the answers to these questions, and we will discuss some strategies on delivering screencasts to end users within the IT service management context.

avatar for Marc Gracieux

Marc Gracieux

Lead Technology Support, NC State University

Friday October 7, 2016 9:25am - 9:45am
North Main Hall B