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Digital Change Agents

The Future of the IT Service Desk

Digital Change Agents

You've got to start with the user

The IT service desk is at a crossroads. Many market commentators believe evolution has been too slow; they are calling for a radical new vision of the service desk - not only in terms of how it works, but also in how it serves the people who use it. It has to have a completely new vision of its place within an organisation and its role in driving effectiveness and value.

Striking a balance

  • Functionality versus strategic service
  • Consumer-like expectations versus corporate standards
  • Unavoidable cost versus investment in people
  • Self-empowerment with real expertise
  • Technological transformation with business enablement culture

It's about sharing knowledge, collaboration and a great user experience of the IT itself. It's the face of IT - the shop window - so it has to be a priority to prove its relevance.





 

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