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The traditional help desk is ill prepared to keep pace with ever-evolving business demands and challenges posed by an expanding regulatory climate. In this harried environment, midmarket CIOs need to manage the dual tasks of delivering business value and strategic services that satisfy their users. The initial steps to enable the necessary transformation are already underway. The help desk, once seen as a necessary evil, has been recast as a service desk with a best-practices mindset. The next key milestone is further evolution of the service desk to service management, so that IT becomes more relevant to the organization and directly aligned to the challenges facing the CEO.
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