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  • The shift from “incidents and tickets” to “engagements and experiences.”

    Aug 15, 5:30 PM - 7:00 PM (PT)
    Theresa and Long are presenting a case study of Sacramento State’s IT Service Desk and the continuing story of their shift from “incidents and tickets” to “engagements and experiences.” More than a change in label, this shift is changing the way the IT division communicates with its community, how it trains its staff and builds its service management processes. 

    Teresa Palmer
    Customer Services Director
    Information Resources & Technology
    California State University, Sacramento
    Teresa Palmer currently serves as Director of Customer Services for Sacramento State's IT division. With more than 14 year of experience working at the nexus of IT and higher education, Teresa's career includes a focus on Service Management, Project Management, Business Analysis, and Change Management. In her role as Director of Customer Services, Teresa currently oversees Sac State's Experience & Engagement team (Service Desk), Desktop Support, Digital Document Services, and a team of campus liaisons.
    Long Lim
    IT Service Desk Consultant
    Information Resources & Technology
    California State University, Sacramento
    Long Lim is an IT Consultant for Sacramento State’s IT Service Desk. He is an aspiring hat collector, with student training, process design, and creative writing being among his favorites. A forever learner and constant dabbler, Long has a background in Psychology, English, and is finishing a Master’s in Library and Information Sciences. Finding how things are related (“professional dot-connecting”) are considered to be his personal and professional hobby.
    Sacramento, CA, United States

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