Gartner Research

Implement Roaming IT Support, a Proactive Service Desk Channel

Published: 06 May 2016

ID: G00292037

Analyst(s): Rich Doheny , Katherine Lord

Summary

The roaming IT support model was popularized in the healthcare industry to emulate physician rounds. IT service desk leaders can use roaming support to improve customer satisfaction, support business relationship management practices and create strong engagement opportunities with business users.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Create a Rotating Function Called "Roaming IT Support"
  • Market Roaming Support
  • Staff Roaming IT Support With Individuals Who Have an Effective Combination of Technical and Interpersonal Skills
  • Provide a Mechanism for Agents on Roaming Support to Capture All New Incidents, Requests or Comments

Case Study

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