The anatomy of the future service desk

Presented by

Barclay Rae, Consultant and Author, Service Management, Barclay Rae Consulting Ltd.

About this talk

With continued automation of routine tasks, decline of the break fix model, and eradication of technical debt, what will a future service desk look like? Is there a need for service desks at all? In fact there is still continued growth in this areas – both in the vendor market and in the recruitment of service desk people. What is the essence of the work and value delivered that constantly seems to defy the industry predictions? This session looks at the key elements that make up the human and business side of service desks – and why we will always need them (for some time at least..)

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