38 Pages

The evolution of technology toward ever more distributed forms – evident in today’s reality of widely-distributed networks and Web-based application deployment – promises to render phone-based help desks obsolete. To help guide you through this change, “Building the Next Generation Help Desk” addresses:

• The re-ordering of help desk priorities.
• Frameworks to consider.
• Internal marketing.
• The people, tools, and processes required to raise help desks to the next level.

Bottom Line

The next generation IT help desk is not a cost center – it is an enabler of business opportunity. For many organizations, the skills and data required to make the transition are already in place. Understand how strategic adjustments in process, practice, and technology can revolutionize provision of help desk services.