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The paradigms surrounding the Service Desk, the technology that supports it and service desk management are changing due to the evolution of the technologies and practices surrounding them. The emergence of SaaS (software-as-a-service) applications, in combination with the continuing maturation of ITIL with the V3 framework, and the need to keep IT costs low has resulted in the introduction of innovative solutions to the market. SaaS based Service Desks are uniquely positioned to provide Small and Medium Businesses (SMBs), with the capabilities of advanced Service Desk Suites, on a monthly subscription basis. As a result, SMBs are able to implement these solutions without the high up?]front costs of the traditional approach.
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