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Service Desk Future Trends

The future of service desk productivity facilitated by technology and automation.

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Your Challenge

  • Difficulty finding staff with the right skills, abilities, and knowledge.
  • Service issues (lost tickets, unclear workflows, etc).
  • Repetitive work and disengaged employees.
  • So much to do, 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.

Research & Tools

Read the storyboard

Read through this mini-blueprint to learn the impact of the COVID-19 pandemic on service desk operations and the key initiatives to facilitate help desk agent work and improve end user satisfaction.

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