January 30th Edition of Support World - As AI automates much of the grunt work of the traditional IT Service Desk, Mike Hanson argues that its mission should broaden to include ticket service that can coordinate service requests for everything from facilities management to HR matters. Mike Hanson has many years of experience with IT leadership, having managed several different aspects of technology over the past 30 years. Today, he serves as global operations manager and leads the asset management and fulfillment teams for Optum, Inc. He has been involved with HDI for many years, as both a local chapter officer and as a past chair of the HDI Desktop Support Advisory Board. Follow Mike on Twitter @Mike_MiddleMgr.
Phylis Drucker also looks at "How COVID-19 Changed Service Delivery for 2021". Rebecca Gibson has a great article on how to "Put People First to Help Employees in Tough Times"