IT & DATA MANAGEMENT RESEARCH, |
|
|
EMA/CXP Research Report: The Changing Role of the Service Desk in the Age of Cloud and Agile
Abstract: In Q2 2012 and Q1 2013, EMA and CXP in France joined in a unique research effort focusing on the role of the Service Desk in the age of Cloud and Agile. 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. |
Author: 
|
