Who is Phyllis Drucker?

Phyllis Drucker is a service management and leadership expert with over 20 years of experience in Business/IT Strategy, enterprise service management, governance, customer service and support, ITSM tool implementation, including the service portal and service request catalog, HR automation, leadership, and team building. Her specialty is looking at innovative approaches to how people work that use today’s digital solutions: taking advantage of technological advances to transform how service and support are delivered.

After her career in IT, training, and consulting, she is taking her thought leadership out to the community by focusing on writing, speaking, and training. In addition to her activities as a blogger, and freelance author, her book “Service Management Online: Creating a Successful Service Request Catalog” is available through TSO along with her new 3-day class "Innovating the Service Portal." She offers the class directly to students and is available to work with approved training organizations interested in licensing the program.

She's also an experienced international speaker, having delivered keynotes and conference breakout sessions in the US, Canada, Spain, and New Zealand since her first speaking engagement in 1997.

Contact us:

ibp@tso.co.uk

+44 (0) 1603 385681

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Where automation

meets the human.

“If you are looking to build an effective telehealth program built on industry best practices, this is your step-by-step guide.”

INNOVATING THE SERVICE PORTAL

Transform online portal experiences from a provider-centric approach to a customer-centric service portal. This course is a deep dive into the art of designing an effective service portal and request catalogue, emphasising enhancing the user experience. A practical approach that participants can immediately use. 

WHAT IS THE COURSE?

A program that teaches how to build a portal for services and offerings tailored to the specific needs of the users. Designed to educate how to create a seamless online support system that is both easily discoverable and user-friendly.

Register now

PARTICIPANTS WILL LEARN TO:

  • Deliver support centred around a modern service portal 
  • Define services and service offerings 
  • Drive great experience using digital design techniques
  • Improve adoption to ensure program success

VALUE FOR THE BUSINESS:

  • Improved employee experience and satisfaction
  • Enterprise tool consolidation and savings
  • Improved security using digital processes 
  • Scaled support via automation

WHO SHOULD ENROL?

  • All service providers’ service owners
  • Service management, ticketing tool administrators and developers
  • Customer service, service desk personnel
  • Fulfilment process owners

VALUE FOR THE PARTICIPANT:

  • 3-day classroom or instructor-led virtual training
  • Interactive exercises 
  • Student manual with templates
  • Module tests and completion certificate upon passing