Gartner Research

Toolkit: Categorize IT Service Desk Interactions to Eliminate, Automate or Leverage

Published: 05 March 2018

ID: G00349562

Analyst(s): Chris Matchett

Summary

Infrastructure and operations leaders must know how to "shift left" simple and repeatable IT service desk incidents and requests by deciding whether to eliminate, automate or leverage them. This Toolkit's service desk interaction examples facilitate a workshop to categorize and agree on tactics.

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