A View From The Frontline 2017

Posted on Sunday 1 October 2017.

This is the third instalment of A View From The Frontline. Our first two reports were set against an economic background, and the effect that this had on the service desk industry. The 2015 report found that a better economic climate led to a more positive outlook of service desk professionals. This year, while the economy is stable and still a significant factor, there are other influences on the ITSM industry, For example, technological advances.

The 2015 report found service desks wanted to focus their attention on customer experience and improving their service. As technologies develop and are introduced to the service desk industry, this places a question mark over how these technologies can be implemented to improve their service to benefit the customer. Recently, Artificial Intelligence has been combined with ITSM, which has changed the industry’s future. Furthermore, several trends, such as self-service, automation, and Enterprise Service Management, have become more prevalent in the service desk industry since 2015. These advancements will significantly impact the role of service desk professionals, and therefore it is important to utilise their experience and views from the frontline.

Download this report to find out more about the effects of the industry’s key innovations and improvements, as well as the frustrations and pain areas that many ITSM professionals experience. 

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