Service Desk 2.0

Presented by

Aale Roos, founder, Pohjoisviitta Oy & James Finister, Principal Consultant,Tata Consultancy Services

About this talk

IT support and service is changing and the Service Desk must change too. We need to let go not only of some very old ways of thinking but even some recent. Compare a greasy garage to an Apple store. The new Service Desk 2.0 (SD2) model is about offering opportunities, new capabilities, not fixing broken parts. In talking about SD2 we are not making predictions about how the future will turn out, we are giving you options about what you might make of your future. We want to be very clear that SD2 is primarily a response to changes in the world inhabited by our customers. At the same time it also seeks to address long standing faults in our current approach and exploits some of those very changes that have given rise to the new challenges. This presentation explains how you need to change your current practices to create a Service Desk 2.0. New goals, processes, structure and channels.

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