In the new eBook by BMC. “Into the Bright Future on the Service Desk Horizon” several experts on Service Management were asked to give their opinion on the future of service desks. And I am one of them. For me the traditional service desk that would mostly offer some kind of technical support (and most times in the form of ctrl-alt-delete, rebooting the system) will eventually disappear. For most organizations the technical kind of service desk will no longer be relevant. A service desk that understands the business impact of technology and who is able to help employees getting more out of technology, that is what we need.
This my quote in the e-book:
‘‘ What role can knowledge centers play in a modern service desk operation?
In the past, the main focus of the service desk was on offering technical expertise to solve technical problems. The technical aspects of modern IT solutions are disappearing under the hood and most technical skills are no longer needed in the day to day operations of many companies. At the same time service desks will have to support really complicated technical challenges that will have direct business impact. And when the need for day-to-day technical support disappears, the need for understanding the link between technology and business impact will become more important. Knowledge centers who understand how business challenges are supported by the underlying technical solutions will play an important part in this transformation. The point is, businesses are evolving, and ITSM must be an integral player in making employees more productive and happy as businesses change.”
You can find the eBook here.
There is also a Slideshare presentation with the input of the Service Management Experts, like Stuart Rance, Earl Begley, Claire Agutter, Stephen Mann and John Custy.