Effective Service Desk Delivery
£295 +VAT 
Report W988 published on 23 Apr 2012
Operations/Service Management
Download this Corporate IT Forum Output Report. This report has been compiled from experience shared by 16 corporate IT professionals with a combined total of 118 years' experience of technical services. Fifteen organisations were represented from industries including publishing, financial services, healthcare, retailing, travel, energy, public sector and service industries.

Summary

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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