Trends Report

Three Trends Are Transforming The Service Desk

Increase Service Quality And Speed By Addressing ESM, Collaboration, And Intelligence

October 2nd, 2019
Charles Betz, VP, Research Director
Charles Betz VP, Research Director
Will McKeon-White, Senior Analyst
Will McKeon-White Senior Analyst
With contributors:
Stephanie Balaouras , Julia Caldwell , Diane Lynch

Summary

IT service management (ITSM) customers have started to understand the value of service management platforms and expanded service management scope to HR, facilities, legal, and more. ITSM vendors have taken this expansion to heart and begun the transformation to ESM. Three factors — enterprise service management (ESM), collaboration-, and intelligent service management — are driving the transformation of the service desk. Read this report to better understand how to meet customers’ needs and increase service quality and speed, infrastructure and operations (I&O) pros must understand how these trends affect and expand the service desk landscape.

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