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.

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. These trends are prompting many organizations to evaluate and improve their existing service management processes , or implement new processes where needed, and to rethink the role the service desk plays in implementing, executing and improving these processes. It would be easy to look at these trends and think of them only as the deployment of new technologies but there are bigger considerations at stake. What services are these technologies enabling? What business processes do these services underpin? How is the business impacted when these services are interrupted? An important key performance indicator (KPI) for service catalog management is whether the service desk has the information that it needs about those services and their associated interfaces and dependencies. This is because the service desk plays