Essentials Report

Topic Overview: Help Desk/Service Desk

April 7th, 2008
With contributors:
Simon Yates , Mary Ann Rogan

Summary

Technology has become an integral underpinning of virtually all business interactions. However, just as a smoothly running infrastructure can enable business users to succeed, flaws in this technology or training can impede business progress. To support business users in the use of technology in the performance of their tasks, every organization has established some form of support organization. At its best, this service desk anticipates and resolves problems before they affect business; at its worst, this "helpless" desk can subvert the entire IT/business relationship and impede the overall effectiveness and growth of the organization. Establishing a smoothly running service desk, therefore, should be an imperative of IT management at every organization.

Want to read the full report?

This report is not available for purchase at this time.

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.