Use a “Shift Left” Strategy to Transform IT Support

Companies and IT organizations that provide technology support services (either internally or externally) are struggling to find a service approach that moves knowledge closer to their customers—one that lowers costs, improves customer experiences, and, importantly, balances technology and the human connection.

Adopting a “Shift Left” strategy is a high-impact way to address these needs. It works best when automation is balanced with—not blocking or inhibiting—the human factor to provide a personalized customer experience. This webinar examines:

What’s driving the Shift Left trend
The benefits of shifting left and why it makes you more competitive
How to embrace and implement your Shift Left strategy

Join Pat Phelan, former Gartner Analyst and VP of Research for Rimini Street, and Renee Wells, VP of Product Strategy, as they examine how a “shift left” strategy can transform IT support services.

Speakers

Pat Phelan

VP of Market Research
Rimini Street

Pat Phelan recently joined Rimini Street as a VP of Market Research. She is developing a product marketing research agenda that provides an ecosystem perspective and informs business decisions across critical topics – including enterprise software, third-party support, IT optimization, and application strategies.

Pat has 37 years of packaged application experience in various industries, both public and private, including commercial manufacturers, service firms, federal/state/local government and education. Prior to joining Rimini Street, she was at Gartner for 18 years providing CIOs and IT leaders with research and advice on methods and strategies for managing the ERP/business application life cycle, with a special focus on restructuring support as applications are moved to the cloud.

Renee Wells

VP of Product Strategy
Rimini Street

Ms. Wells is a 27-year veteran of IT and enterprise software with extensive experience in network engineering, management consulting, product marketing, and product management. She has a broad range of expertise in strategy, enterprise applications and hosting, cloud solutions, quality assurance, product positioning, product messaging, and PeopleSoft.

Ms. Wells serves as VP, Product Strategy at Rimini Street. She is responsible for leading the product strategy of Rimini Street’s comprehensive suite of services specifically designed to enable Oracle and SAP licensees to address new opportunities and challenges across today’s dynamic IT landscape.

Previously, Ms. Wells held leadership roles in product marketing, product management, strategy, and consulting at AT&T, overseeing the Oracle product portfolio for AT&T’s cloud solutions and the PeopleSoft practice for AT&T’s professional services organization. She also held roles in PeopleSoft consulting at USinternetworking and Technology Solutions Company, and network engineering and support positions at Advanced Computer Systems, Eclipse Computer System, and IBM.