Complexity, Risk, and the Service Desk

Presented by

Greg Sanker, Principle Advisory Director, Info-Tech Research Group

About this talk

When things go wrong, time is critical. This is especially true on the Service Desk. Service Desk staff are often called the “first line of defense”, but if each issue is handled as a stand-alone incident, at any time the organization may be facing enormous risk and not know it. How can the Service Desk serve as an early warning system in the organization’s Risk Management capability? The answer comes from the study of Complexity science. This session offers practical advice to help Service Desk staff more rapidly assess the broader situation, which allows for a more adaptive response based on context.
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