Gartner Research

IT Service Desk and ITSSM Next Practices

Published: 11 June 2014

ID: G00262391

Analyst(s): Tapati Bandopadhyay, Jarod Greene

Summary

I&O leaders must invest in dramatic new practices and demand richer capabilities from ITSSM tool vendors in order to provide efficient and effective IT service support.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Design IT SDs as "Hubs" That Drive Business User Engagement
  • Bring the Service Focus Back Into the SD Function
  • Design a Flexible Approach for IT SD Automation
  • Co-create Along With Business Users

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