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"Service Desk Innovation"
An objective look at the drivers causing change to the Service Desk 3.0 delivery model - A CIO Perspective
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.
The 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.
Close monitoring of Help/Service Desk staffing ratios will be particuarly important as organizations take on new and more diverse technologies and applications and the functions of the Service Desk continue to evolve. The management of 'technical debt' in both new and legacy systems will also be increasingly vital as IT 3.0 continues to develop.
Ultimately, it should be the role of the service desk to make it easier for the business to leverage IT resources, be more responsive to the needs of the end-user, and ultimately make IT less of a barrier to business initiatives. Simply put, today’s service desk must focus on fostering agility for the business.
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