Mike Matthews is Fujitsu’s EMEIA Offerings Lead responsible for Service Desk and Service Orchestration (SIaM). He has worked in the IT industry for over 18 years, moving to Fujitsu after 17 years working for other Global Service Providers, in February 2015. Mike has worked in Offerings/Product Management for over 9 years, specifically in the Service Desk/End User Computing area, also having experience in Desktop, Engineering, Operations, Service and Project Management. He is well known in the Service Desk arena, having spoken at various public events such as The Service Desk Institute Annual Conference in Edgbaston, Birmingham and at The Opus, Voice Biometric Conference in both New York and Amsterdam.
The concept of self-service is nothing new in the consumer world.
For years, supermarkets have allowed people to check out their own items, while ecommerce giants like Amazon have encouraged customers to find answers to problems without ever having to speak with a support agent at the end of a... Read more
The way people work and communicate within companies has fundamentally changed over the last few years. As a result, the IT service desk needs to adapt to meet the evolving needs of 21st-century employees. It needs to deliver a user-centric experience that reflects today’s complex technology environment.
But how do you... Read more
Businesses today face a stark reality: their employees are having fantastic experiences with technology at home, but in their opinion, that quality of experience is not always being reflected in the workplace.
But for the Service Desk the problem goes one step further: how can you create a great user... Read more