Doug Mueller - Taking the Service Desk to the Next Level

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Doug Mueller, BMC CTO for the Service Management Business Unit

Perhaps your service desks are humming along quite nicely, thank you, but you're wondering what challenges or opportunities are around the corner. Maybe you've been listening to media outlets discuss home-based and outsourced service desk workers and want to know a service desk insider's view point. If you are looking towards the future of service desks, you'll want to listen to this conversation with Doug Mueller about how standards and processes have evolved to bring us the service desk of today and tomorrow. Discover what changes in direction surprise even Doug Mueller as he builds architecture for the technologies and directions for efficient service desks both working with internal and external customer service levels. Doug's enthusiasm for taking the service desk to the next level is noticeable in this podcast, and you just might come away with some new perceptions of the service desk of the future. Does that future involve mobile computing, follow-the-sun hours coverage, and flying cars? Find out by listening in to a conversation about the future efficiency and quality levels that the service desk can attain.

Bio

Doug Mueller serves as Chief Technology Officer, Service Management Business Unit of BMC Software. Doug is responsible for helping drive the architecture and direction of the BSM, Service Support, and Atrium initiatives. He joined BMC in 2002 as part of the acquisition of Remedy where he was a co-founder.

Production Credits

If you're interested in contributing to TalkBMC or you have an idea for a topic, please contact Tom Parish at talkbmc@bmc.com.