Service Desk Innovation

A Virteva White Paper

January 2014

Executive Summary

The accelerating adoption of cloud-based IT services and mobile technologies is driving the first major change in IT organizations since the mainframe manifested the whole idea of an IT department 50 years ago. As IT delivery and spend moves to the ‘cloud’ a rebalancing of the entire IT service model including Service Desk, NOC and ITSM demands attention.

Demands for the new service deskThe devices, servers and applications might be ‘leaving the building’ but security, governance and strategy are not. Add in Shadow IT, social media, and 24x7 mobility demands and it becomes clear that this ‘cloud’ thing isn’t going to be about shrinking IT or saving money, but rather will require significant rebalancing of expectations, budget, staff and service delivery models!

In this new landscape, the Service Desk must elevate its role as the foundation for IT Service Management (ITSM). Because of the hybrid combination of insourced and outsourced services, it must manage an ever-evolving portfolio of tools and applications while also being more responsive than ever before–and all without increasing costs. From simple password changes and self-service capabilities to proactive monitoring and compliance management, the Service Desk of today now looks much more like a centralized hub of service management activity.

To achieve this requires a broader range of skills and a greater level of integration and agility. So the Help/Service Desk is being forced to operate with deeper access, more responsibility, and greater influence over the entire operations of an IT organization. The Service Desk is becoming ground zero, propping up “support” for a varied array of vital business activities and diverse technologies, devices and modalities.

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