Overview

May 18

When the COVID-19 pandemic suddenly forced state and local government IT support employees to work remotely, managing common tasks like service desk tickets, project management, reporting, and time tracking suddenly became more challenging. At the same time, many of these employees were asked to provide additional support and services to work-from-home staff without the benefit of additional resources.

Join our experts May 18 at 10:00 a.m. PT/1:00 p.m. ET for a special 30-minute lunch and learn webinar that will explore how local governments can evolve their philosophy and culture and adopt a more mature, cloud-based IT service management approach that enables more effective day-to-day IT management and better prepares them for unusual circumstances like long-term remote work.

You’ll hear:
- How an IT Service Management (ITSM) platform can enable better collaboration and management across all projects and departments within an organization and provide automation and analytics capabilities to improve efficiency
- How to increase self-service adoption with an easy-to-use portal and integrated knowledge base to improve services both internally to employees and externally to the citizens you serve
- Steps for building a more effective and efficient IT support system, no matter where you’re starting from

Speakers

Andrew Graf

Chief Product Strategist, TeamDynamix

Andrew is the Chief Product Strategist for TeamDynamix. His passion lies in helping organizations thrive in an ever-changing environment. As a co-founder of TeamDynamix, Andrew is well versed in the common issues facing IT leaders in Education, Government and Healthcare – as tech spend rises and needs for increased IT Maturity rise, he is able to help map out a way forward. Andrew believes that success comes when customers, team members, and the company are all aligned. In his role, he uses his insights to focus on customer lifecycle strategy; building a strategic product vision that will ensure customer success in both the short and long term. Andrew was previously a technology and business process consultant with Arthur Andersen Business Consulting serving mid-market and Fortune 500 clients. Andrew graduated Summa Cum Laude with a degree in Management Information Systems with a specialization in French from Ohio University.

Phil Bertolini — Moderator

Co-executive Director, Center for Digital Government

Phil Bertolini is the Co-Director of the Center for Digital Government (CDG), a national research and advisory institute on information technology policies and best practices in state and local government. Previously, he served as deputy county executive and CIO for Oakland County, Michigan. During his 31-year tenure, Phil built a world-class IT organization in the second-largest county in Michigan, just north of Detroit. As Oakland County CIO, he oversaw more than 150 employees serving over 1.2 million residents. In 2005, he was also promoted to deputy county executive, holding dual positions until his retirement. Phil’s efforts earned the county national attention, winning numerous awards for technology innovation and excellence. He was named one of Governing Magazine’s Public Official of the Year and Government Technology Magazine’s Top 25 Doers, Dreamers & Drivers. He was also honored by the President Obama White House as a Champion of Change for 2012.

Webinar

Building Blocks to a More Effective IT Support System: How to Raise the Bar Despite New Challenges