Wayne Schlicht

Wayne Schlicht, PMP loves coaching Help Desk managers on how to provide world-class customer service and maximize available resources. Over the years as an IT director, Help Desk manager, and IT Service Management consultant Wayne has learned what effective customer support means. He transformed ITIL and Service Desk processes at Best Buy Corporation, the Federal Reserve, Unisys, and many other companies. He now wants to share that information with you and your team. That is why has published his first step-by-step book. Wayne Schlicht said "As partners, we’ll determine what needs to be fixed in your ITSM program and Help Desk. We will then implement powerful Help Desk industry-standard best practices."

One of the biggest challenges facing Help Desk management attempting to introduce process improvements is the ever-present statement “We’ve always done it this way, so why should we change how we are doing it?” The answer is to maximize Information Technology's value to the business while minimizing unproductive waste. Then as the Help Desk improves its processes, productive resources can be reallocated to new value-creating work.

Wayne wrote Effective Help Desk Ticket Categories for managers and staff to make their customer support processes more effective, efficient, and productive.