Effective Service Desk Delivery
Helpdesks are not static. They continue to face challenges such as the need for 24 x 7 support of the business, globalisation, offshoring or outsourcing, and rapid business change.
The reports are based on discussions amongst corporate IT professionals and include two case study presentations. One described consolidating three regional helpdesks into a single in-house one in India. The other described the challenges caused by rapid business growth and diversification. This was followed by discussion of four key topics: self-service, people issues, helpdesk models and metrics.
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