Gartner Research

Service Desk Automation to Drive Lower Cost and Higher Satisfaction

Published: 28 September 2015

ID: G00278334

Analyst(s): Daniel Barros, David Ackerman, Helen Huntley

Summary

Business demand for the service desk/help desk is evolving, per the August 2015 EUO MQ, as automation and new processes engage the user and drive improved services. Sourcing managers should include an effective innovation addendum in the contract to drive cost optimization and improve efficiency.

Table Of Contents
  • Impacts

Analysis

Impacts and Recommendations

  • As the market continues to offer increased automation, sourcing managers must focus on identifying technology to drive lower costs and more effective service desk performance
  • In a market moving to automation and self-help, sourcing managers must reconsider moving labor to low-cost geographies, since this will no longer provide a cost advantage
  • Sourcing managers must treat user customer satisfaction as a priority as the market embraces analytics to pinpoint issues that drive up the Net Promoter Score

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