Trends Report

Setting The IT Service Desk On Fire

Learn How To Dramatically Increase Customer Experience From Others

February 13th, 2014
Amy DeMartine, VP, Research Director
Amy DeMartine VP, Research Director
With contributors:
Eveline Oehrlich , Michelle Mai

Summary

For many organizations, customer experience surveys of the IT service desk are already in place. However, if customer experience scores are at unacceptable levels, knowing what and how to change can be difficult. Forrester interviewed 12 firms across different industries and sizes that have taken on projects to improve their IT service desk customer experience. This report highlights the changes that they have made and the methods they've used to execute continuous process improvement.

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