Trends Influencing the Service Desk
Trends such as mobile computing, consumerization (also known as bring your own device (BYOD), and cloud computing are having a dramatic impact on the service desk and present great opportunities for discussion within your organization.
Considerations for the Service Desk and other IT support teams:
- How does service catalog management support these trends?
- What about SACM and change management?
- What improvements might need to be made to incident and problem management and request fulfillment?
- What role does the service desk play in all of these processes?
- How does the service desk interface with business relationship management and service level management relative to these trends?