Corporate objectives, IT strategies, increasing end-user sophistication, and emerging technologies are all factors that come together in the dynamic environment that the Service Desk must support. Outsourcers’ promises of reduced costs, increased productivity, and improved morale are turning out to be too good to be true, and organizations are beginning to reconsider the in-house option. This report sheds light on the Service Desk market and offers vendors and solution providers guidance in marketing their products and services.
This report examines:
- The developing signs of a paradigm shift away from outsourcing Service Desk delivery
- Emerging technology and increasing end-user sophistication and their influence on the nature of Service Desks
- The historical origins of today’s Service Desks
- The implementation cycle of Service Desks
- The degree of knowledge-base processes used by organizations
- The self-serve capabilities desired by organizations
- The compelling Service Desk features of today
- The degree to which Service Desk metrics are measured and analyzed
