As IT evolves, so must the service desk. Multiple technology trends and market forces are bringing change in IT for almost every size and type of business. This changes shows how the IT leaders and teams manage critical functions of employee service and support.
Service Management vs Service Desk.
With the help of service management you can check how the services are developed, delivered and maintained but the main focus has been on IT services. At many businesses a service desk management is the primary service desk management tool, where employees go and submit their problems and requests and IT service desk teams begin to give their responses to the issues. An IT service desk is sometimes called a help desk. For instance, it fixes things that break and work on making things break less often. A service help desk software typically supports both ‘break/fix’ tasks and more advanced functions. At most organizations, as IT expands and matures, help desks tend to evolve into service desks.
Bringing IT service management, digital transformation and employees together.
The service help desk not only brings employees and IT service management and support resources together, but also enables continual IT service improvement. This is a primary goal of digital transformation, something which is pursued by almost every size and type of business. In a survey conducted by Service Desk Institute half of the respondents said their IT service help desk had already undertaken a digital transformation project. Modern solutions powered by Artificial Intelligence (AI) helps to address problems more effectively which helps to make your IT service support desk more valuable to your employees and business.
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