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Whitepaper: EMA/CXP Research Report: The changing role of the service desk in the age of cloud and agile

IT Service Management (ITSM) is in a clear state of transition, just as IT is itself undergoing a significant transformation in role and requirements. Many of these pressures for change centre in the "consumerisation of IT" – as IT services increasingly need to support a more technology savvy, demanding, and diverse set of service consumers.

In the midst of all this, the role of the service desk as a centre of governance, facilitation, communication and active interactions is, needless to say, also changing. An effective service desk can no longer be a separate kingdom devoted to reigning in operations and providing a primarily reactive foundation for dealing with customer complaints. As this research shows, service desks are undergoing pressures to become more diverse and better integrated across a wide range of technologies in which automation, mobility and enhanced visibility and analytic insights can more proactively complement and inform on traditional ITSM processes.

To read more, download the whitepaper below.