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The Modern Service Desk: How Advanced Integration, Process Automation, and ITIL Support Enable ITSM Solutions That Deliver Business Confidence

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Executive Summary

In today's turbulent economy, midsize and enterprise organizations are faced with increasingly tough challenges. Due to flat or shrinking budgets, many IT departments are coming under pressure to do more with less, all while expectations for greater IT responsiveness to organizational demands continue to rise. Adding further complication to an already complex environment are new requirements for IT governance and risk management, as well as the need to smoothly integrate upgraded tools and applications into business workflows as technology continually evolves. To address these challenges head on, IT departments need solutions that enable them to quickly respond to end-user needs and proactively head off problems before they impact the entire organization.

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