Me Too – A strategy to deflect calls during peak demand periods

Sarrah Willis

IT Service Desk Supervisor
Blue Shield of California


When users experience an issue they simply click on me-too button within Service Now incident to identify themselves as impacted. This helps IT to assess impacts, as well as decreases the volume of calls to the service desk.

Sarrah Willis works as IT Service Desk Supervisor at Blue Shield of California. She started at Blue Shield in 2003 and has worked in several departments within the company. Her current focus is on improving relationships between business partners and IT service desk. Just this year she completed her HDI Support Center Manager Certification. This is Sarrah’s first time speaking at HDI and is excited to share Blue Shield’s Me-Too Feature.