Aprill Allen is managing director of boutique consultancy, Knowledge Bird. She works with leaders to improve service delivery and knowledge management practices, helping customer support teams and IT service desks work more effectively with organisational know-how to serve their customers better.
As an angel investor and advisor, Aprill helps CEOs of growing startups establish the processes they need to push through the growing pains of scaling their customer support functions.
Aprill is a past director of the ITSMF; is an author of ITIL 4: Create, Deliver, Support; and is endorsed by the Consortium for Service Innovation to deliver training in Knowledge Centered Service and Intelligent Swarming.
Modernising Support Comms: Practical Ways to Work Outside the Inbox
Microsoft Teams, Slack and other real-time communication tools are commonplace now, but through circumstance rather than strategy. This talk will offer some insight into what else is out there, provide some practical ideas for ongoing online communication, and establish the link between the humble chat channel and knowledge management.
What even is ChatOps? And how can we step from Swarming, which is mentioned in ITIL 4: Create, Deliver, Support, to Intelligent Swarming, which is developed by the same people who brought you Knowledge Centered Service?
After hearing this presentation, you'll see the company Slack or MS Teams in a whole new light, and you'll be armed to share your vision with the rest of the team.