Achieving ITSM Excellence with the Service Desk at the Center

Presented by

Lisa Erickson-Harris, Research Director at EMA

About this talk

Help desk deployments are aging in many IT organizations. They have become a target for investment as IT moves to a service management model and IT service management requirements expand. The help desk has evolved into a multi-purposed service desk and now sits at the hub of many ITSM disciplines such as change management, workflow and escalation automation, the service catalog, and even the Configuration Management Database (CMDB). This presentation will discuss how IT can achieve many ITSM goals as it moves ahead with a help/service desk replacement strategy.

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