IT Service Desk Models

QA3196

Question

What sort of Service Desk model would you recommend, post merger, to support all areas of the new global business?

Organisations that have undergone merger & acquisition (M&A) activity expect their IT organisations to deliver Service Desk support for all areas of their global business. But how does IT ensure that it is providing the right 'best of breed' approach to support the organisation moving forwards from the merger?

Most enterprises that have experienced the same post-merger support issues agree that a single service management tool, supplemented by the creation of a Global Service Desk provides the best way to ensure consistency and standardisation in procedures. Some organisations advise that a hosted SaaS/Cloud based approach can be effective, and mention ServiceNow as a possible provider, as it is 'easy to use, intuitive and flexible'.

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