Use this material to understand the role of technology in day-to-day service desk functions for handling requests, incidents, events, and problems. In this storyboard, we discuss the emerging technology and its impact on improving service desk. We also go through the people and process changes to the help desk functions. This piece of research covers the following sections:

  • Adopt a shift-left strategy
  • Deploy chatbots
  • Deploy virtual assistants
  • Deploy robotic process automation
  • Improve self-service
  • Promote knowledge sharing
  • Introduce incident swarming
  • Reassess outsourcing
  • Use omnichannel service support

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