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| | | 8/1/2007 | Executive Summary: What’s so great about a help desk? Plenty, if it has kept pace with evolving
information technology. Our technology environments have made quantum
leaps in the past decade, but most organizations are still operating with the dated
model of simpler times, when fewer things went wrong. In that era, sending a
living, breathing human being to fix problems at the user’s desk made sense.
The problem was solved, the cost was minimal, and the user was happy.
But our world has changed. With today’s converged networks, such a simplistic,
“help is just a phone call away” approach no longer works. Costs associated with
on-site support have skyrocketed for one reason: more things can go wrong
when the network becomes more complex. The CIOs focused on survival
understand that it’s crucial to transform outdated “help desks,” which rely primarily
upon telephone communication, into efficiently managed “service desks” that
easily and economically accommodate multiple forms of interaction—from voice
and data to e-mail and instant messaging. They also understand that, by moving to
self-assist and remote incident resolution, they can reduce service desk operational
costs by half, while dramatically increasing the quality of service provided.
No longer relegated to the basement of the organization, or considered an
afterthought or necessary evil, today’s highly evolved service desk is key to
driving maximum value from the organization’s IT infrastructure; in fact, it is the
very heart of the infrastructure. The more rapidly an organization succeeds in
implementing the e-support tools that enable self-assisted incident resolution,
the faster this maximum value will be realized. |
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|  | The potent combination of an effective IT asset management life cycle, an efficient service delivery process, a world-class service desk, and a mutually beneficial relationship methodology results in an unprecedented Integrated Infrastructure Management™ solution for the industry-standard computing environment.
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