Executive Summary (This is a document excerpt)

While the technical landscape for service management, both IT service desks and external customer call centers, continues to become more complex, the majority of client discussions at the GigaWorld 2005 conference centered on a back-to-basics approach to doing things more simply: buying software that meets but does not exceed requirements, fostering internal collaboration for problem solving instead of complex knowledge capture and training initiatives, and adoption of hosted alternatives to on-premise software. Catalysts for this trend range from enhanced compliance and governance to learning from earlier, failed projects, and the outcome is good news for the business: more focused, clearly defined, and better executed initiatives to meet and exceed customer expectations.

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