What is the future of the service desk beyond 2017?

With technology dependence and innovation now embedded in every organisation, it has become essential for service desks to look beyond just the coming one or two years.

There is a need to develop a longer term vision based on the likely business, societal, customer and technological change that will continue to affect the way we deliver support.

To help organisations imagine what challenges and changes they are likely to face, the Service Desk Institute (SDI) commissioned a strategy paper to provide a vision of what the service desk will potentially look like in 2017.

The paper identifies both the key areas of change and how service desks should develop in the coming years to meet the future challenge. It looks at the whole spectrum of service desk strategy and functionality, and offers insightful views and visions of the future. This is essential reading for service desk operators, specialists or managers, and to celebrate that we’re now providing SDI’s Service Desk Certification training, we’re pleased to offer a free download of the strategy paper.

Download your free copy here.

Develop and grow your service desk team

Auldhouse now offers the SDI’s Service Desk certifications. The following courses are available:

  • Service Desk Analyst: Service desk and support analysts with at least 9 months experience in an IT service and support environment.
  • Service Desk Manager: New and experienced service desk managers, team leaders and supervisors with three to five years’ experience of the service desk environment.