Increasing End-User Satisfaction through IT Process Automation

When:  Mar 28, 2018 from 12:00 PM to 4:00 PM (ET)
Associated with  Philly
Abstract: Discussion around how IT Process Automation can improve efficiency, increase security and End User Satisfaction, while reducing costs of your helpdesk by doing more with less. In this presentation we will explore how automation within ITSM has assisted in the areas of:
  • Request, Approval, and Fulfillment via Service Catalog
  • Commonly Automated and High Value Automation activities
  • Password Resets
  • On-boarding/off-boarding
  • Access request fulfillment
  • Automation techniques and best practices
  • Easy Wins, where to get started
Bio: Christopher Mack currently serves as the Vice President of Professional Services at RennerBrown, a position he has held since 2005. Calling on more than 15 years of experience in managing IT related integration projects, Chris has been instrumental in building RBPS into a premier IT Services Organization. Beginning as an IT Support Professional in the pharmaceutical industry, he managed the technical integration elements associated with company mergers and acquisitions. Moving on from this role to Senior Technical Specialist at a large media conglomerate, his responsibilities included managing complex integration projects such as the consolidation of divergent networks, collapsing and migrating multiple domains into a single AD forest, as well as the implementation of a Systems Management Solution for 40,000 devices. Under Chris’ leadership, the Systems and Security Management Teams minimized their time to production for application deployment projects and Microsoft Security Updates. Chris’ team excelled and quickly provided significant ROI to the business, which resulted in Chris being tasked with integrating all Business Units into his solutions. At this point, Chris joined RennerBrown where he has enjoyed countless successful implementation engagements. His wide variety and depth of knowledge, focus on customer service, and unique ability to map the appropriate technical solutions to the business requirements, enables RennerBrown Professional Services to continually meet or exceed our client’s expectations.

Chris’ educational background includes a Bachelor of Science in Environmental Engineering from Richard Stockton College of NJ. In addition to his formal education, Chris has attended multiple seminars, conferences, and classes from Certified Microsoft, VMware and Ivanti facilities in Systems, Security, Service, and Asset Management disciplines.

Round Table Discussion on Self-Service
Join us for a round table discussion on Self-Service. Participants will be given the opportunity to share experiences and discuss hot topics.


Widener University Delaware Law School (Barristers Club)
4601 Concord Pike
Wilmington, DE 19083