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Four key practices to take your Service Desk from good to GREAT
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Four key practices to take your Service Desk from good to GREAT


When: 9/17/2014
Where: National Heritage Academies
3850 Broadmoor Ave SE
Grand Rapids, Michigan  49512
United States
Tom Smetana, Solutions Director with Randstad Technologies
William Riter

Phone: 616-222-1551

Online RSVP

Sep 17, 2014 - Four key practices to take your Service Desk from good to GREAT - -



The West Michigan Chapter of AITP will have a joint meeting with Western Michigan HDI on September 17.

There is a change in cost, time, date, and location for this lunch meeting.

The cost for AITP members and guests is $10.00 to be paid on-line.

Registration is via Eventbrite.

Go to the West Michigan website and click on the “Attend Event” button to register and pay.


Event to be held at the following time, date, and location:


Wednesday, September 17, 2014 from 12:30 PM to 2:30 PM (EDT)


 National Heritage Academies

 3850 Broadmoor Ave SE

 Grand Rapids, MI 49512


Please join us for lunch at our September sponsored by Randstad Technologies.



Four key practices to take your Service Desk from good to GREAT


This session will address the 4 key practices of providing exceptional service while maximizing the investments in people, process and technology. The key practices will be discussed from an executive and practitioner level. They include:


   Service Level Management –what key metrics, SLAs and practices do you need to pay close attention to?

   The Customer Experience – why is customer satisfaction a top focus area in the industry?

   Continual Service Improvement – how can you use this flexible concept to increase business productivity and reduce support costs?

   Knowledge Management – why is it still under-utilized and how can it improve efficiency and quality of services and decrease costs?


This session is intended to be an interactive meeting. Material will be presented and a discussion will be facilitated by the speaker on these key practices. By attending the meeting and joining in the discussion on the types of advancements or challenges your team has had in these four key areas, all of the attendees will benefit by allowing them to see which areas other members have addressed within their own team, and will help themselves overcome challenges they may be facing in their own teams.


Tom Smetana bio:


Tom is currently a Solutions Director with Randstad Technologies, and has over 34 years of experience in the IT Service and Support industry. Tom’s current responsibilities include providing the planning, design, development and implementation of Technology Support solutions.


Tom has professional affiliations with the IT Service Management Forum (itSMF), and HDI, and was a board member of the HDI Motown Chapter for over 8 years. Tom has presented at HDI’s National Conference multiple times and at over a dozen HDI Chapters across their network. In addition, Tom is currently a member of HDIs Desktop Support Leadership Council.


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