Gartner Research

China Summary Translation: Chinese CIOs Can Do Five Things to Improve IT Service Desk Maturity

Published: 21 January 2015

ID: G00272732

Analyst(s): Owen Chen


Gartner conducted a survey on IT service desk management in China. Based on the results, this research recommends five things that Chinese CIOs should do to improve the maturity level of IT service desk management.

Table Of Contents



Chinese CIOs Can Do Five Things to Improve IT Service Desk Maturity

  • Key Challenges
  • Recommendations



  • Understand and Assess the Maturity Level of the Service Desk
  • Set Up a Clear Strategy for Sourcing the Service Desk
  • Build a Self-Service Portal, and Encourage Users to Utilize the Self-Service Method
  • Implement Incident Management as the Primary IT Service Management Process
  • Create a BYOD Policy
  • Bottom Line

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