Gartner Research

3 Simple Ways IT Service Desks Should Handle Incidents and Requests

Published: 05 March 2018

ID: G00349556

Analyst(s): Chris Matchett


To address the demands of digital business, IT service desks must reduce the number of simple and repeatable incidents and service requests they process manually. I&O leaders must learn how to "shift left" incidents and service requests using an eliminate, automate or leverage approach.

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

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