Gartner Research

Three Simple Ways IT Service Desks Should Handle Incidents and Requests

Published: 25 February 2015

ID: G00264146

Analyst(s): Chris Matchett


IT service desks strive to address demands of the digital workplace, but must reduce the amount of simple and repeatable incidents and service requests they manually process. I&O leaders need to know how to "shift left" certain incidents and service requests by eliminating, automating or leveraging.

Table Of Contents
  • Key Challenges



  • Run a Workshop to Analyze Your IT Service Interactions
  • Eliminate the Cause of Low-Value, Avoidable Issues and Requests
  • Automate and Simplify Important Issues and Requests That Cannot Be Avoided
  • Leverage High Value Interactions Within the IT Service Desk
  • Bottom Line

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