Loading…
UNC CAUSE 2016 has ended
Back To Schedule
Friday, October 7 • 9:25am - 9:45am
Show, Don't Just Tell: Improving The End User's Support Experience

Sign up or log in to save this to your schedule, view media, leave feedback and see who's attending!

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.

Speakers
avatar for Marc Gracieux

Marc Gracieux

Lead Technology Support, NC State University



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