Sanjeev NC

Solution Architect, Freshworks

Sanjeev is a full time Solution Architect with Freshworks designing and implementing ITSM Solutions for Enterprise customers. Sanjeev is known for his emphasis on User Experience and designing solutions that have high chances of user adoption.

Selfless Service - A Service Management mindset to improve User Experience

Wednesday 12:20pm - 12:50pm, itSMF Service Management conference (itSMFnz 1 Room)

Organisations are investing so much in Self Service portals only to find that users prefer calling and email the service desk. Self Service portal adoption continues to be a problem in IT. If we hope to take Service Management to other departments in our organisations, customer experience becomes even more critical. How do we change the perception about the Service Desk with our customers and ensure we give them a consumerised experience?