As you look to optimize your service desk through 2020 and even beyond, you’ll probably realize that many of your IT service desk challenges have been around in one form or another for awhile. For example, an increasing volume of IT support tickets are being created and that they need to be handled with minimal budget uplift. Plus, there are heightened employee expectations – with corporate service providers, such as IT, expected to deliver capabilities on par with what the employees expect in their personal lives from consumer IT.

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