Managing Frontline Reputation to Empower IT

Competing IT initiatives and other priorities often lead enterprises to stick with the Service Desk status quo; however, an under-performing Service Desk can squelch the reputation of IT and make the pitch for newer cutting-edge initiatives more challenging.

Transforming the Service Desk to deliver a better user experience can permeate an entire organization and work to your advantage. If you are hesitant to make a change, the good news is that it doesn’t have to be an “all or nothing” decision.

In this whitepaper, you’ll discover:

  • Warning signs that the Service Desk needs your attention
  • Challenges associated with in-house, external, and hybrid approaches to managing a Service Desk
  • Ways to move beyond Service Desk limitations to enhance the customer experience

The IT service and support organization is the front door to IT—‘the tip of the spear’ as described by one CIO.

John Custy Services Management Authority