In this 3-part series, ITSM industry experts walk through the steps to building a next-generation service desk.
Expectations have changed. A modern service desk must go beyond offering IT support through a phone number and email box. It must provide a range of digital and non-digital channels to fit the customer’s preferences and current context. Customers want choice: web, mobile, phone, email, walk-up, human agent, or virtual agent. They also want simplicity: access to all corporate services in one place: IT, HR, Facilities, Finance, Marketing, Administration, and others.
Building a modern service desk requires planning. It’s founded on a number of prerequisite capabilities: self-service, service automation/orchestration, knowledge management, AIOps/AITSM, and omnichannel ITSM. In this 3-part series we break down the steps to building a modern service desk—including the new capabilities and tech you will need to make it happen, and how you can drive organizational change that sticks.
“The product works out of the box. With minimal configuration you’ll have exposure over your infrastructure to a level you’ve not had before, allowing you to make informed business decisions.“