Most modern IT service desks aspire to improve across all three of “better,
faster, cheaper.” But what does your service desk need to do to jump from
good to great? There are, of course, many opportunities to improve upon
the IT service desk status quo – it’s therefore critical to understand which
improvement opportunities will deliver the greatest return on your time and
cost investments.
There are also a number of best practices which can be adopted, but
unfortunately, there is not a one-size-fits-all approach. It is still essential
to prioritize your efforts to make the maximum positive impact as early as
possible.
This paper offers ten quick tips to help drive IT service desk improvement
through three high-value IT service management (ITSM) capabilities – selfservice, knowledge management, and automation and artificial intelligence
(AI). Importantly, it explains how best to avoid the common pitfalls to success.
by Stephen Mann
Transform Your IT Service Desk Through
Self-Service, Knowledge Management,
Automation & AI