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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?
The future is now.


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