The help desk adoption began 20 or more years ago with the objective of ensuring that users were able to use technology to perform whatever was the nature of their own job function. Since then, the help desk has been part of the IT landscape albeit often unappreciated. Times have changed and for most organizations, the help desk has evolved toward a service desk operation where “support” for all kinds of business activities is focused. This can range from the basics of problem and incident management or change processes to requests for services that are often routed through the service catalog. Maturity in IT and the increasing adoption of the IT Infrastructure Library best practices have been a prime driver for this evolution. The service desk now looks much more like a “hub” of service management activity to touch on asset management, Configuration Management Systems, change management, knowledge management and more.
This Advisory Note provides user insight into the findings of research called The Aging Help Desk: Migrating to a Modern Service Desk.
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