Service Desk Future Trends
The future of service desk productivity facilitated by technology and automation.
IT service management is under tremendous pressure to meet business needs. The service desk faces difficulty finding staff with the right skills, service issues like lost tickets and unclear workflows, repetitive work, and disengaged employees. There's so much do to and so little time.
Our Advice
Critical Insight
Service desk improvement using automation capabilities and people management is an opportunity to empower employees and increase customer satisfaction.
Impact and Result
- Consult Info-Tech resources to understand key trends in service management.
- Use AI-facilitated technology to improve service desk operations:
- Automate IT processes and workflows with RPA.
- Discover problems and enhance root cause analysis with virtual assistants.
- Improve self-service for simple incidents and requests with chatbots.
- As technology alone does not improve service desk operations, people and process are the other two important factors:
- Adopt a shift-left strategy to reduce cost per ticket and improve customer satisfaction.
- Promote knowledge sharing to train technicians.
- Leverage incident swarming to handle critical incidents and reduce the ticket backlog.
About Info-Tech
Info-Tech Research Group is the world’s fastest-growing information technology research and advisory company, proudly serving over 30,000 IT professionals.
We produce unbiased and highly relevant research to help CIOs and IT leaders make strategic, timely, and well-informed decisions. We partner closely with IT teams to provide everything they need, from actionable tools to analyst guidance, ensuring they deliver measurable results for their organizations.
What Is a Blueprint?
A blueprint is designed to be a roadmap, containing a methodology and the tools and templates you need to solve your IT problems.
Each blueprint can be accompanied by a Guided Implementation that provides you access to our world-class analysts to help you get through the project.
Standardize the Service Desk
Optimize the Service Desk With a Shift-Left Strategy
Reduce Shadow IT With a Service Request Catalog
Build a Service Desk Consolidation Strategy
Design a VIP Experience for Your Service Desk
Improve Service Desk Ticket Intake
Improve IT-Business Alignment Through an Internal SLA
Implement Systems Management to Improve Availability and Visibility
Build a Chatbot Proof of Concept
Incident Management for Small Enterprise
Analyze Your ITSM Ticket Data
Deliver a Customer Service Training Program to Your IT Department
Accelerate Your Automation Processes
Build an ITSM Tool Implementation Plan
Right-Size the Service Desk for Small Enterprise
IT Service Management Selection Guide
Manage the Active Directory in the Service Desk
Staff the Service Desk to Meet Demand
Define Service Desk Metrics That Matter
Improve Service Desk Ticket Queue Management
Transform Your Field Technical Support Services
Define Requirements for Outsourcing the Service Desk
Take Action on Service Desk Customer Feedback
Build Better Workflows
Service Desk Satisfaction Diagnostic