Five trends impacting the enterprise IT help desk

    Five trends impacting the Public Sector IT help desk

Today’s enterprise IT support organizations and help desks are experiencing a dramatic shift in the way technologies are developed, deployed and consumed. Applications are evolving faster than ever, with new cloud-based solutions emerging almost weekly to replace the stodgy on-premise solutions of generations past. User expectations aren’t far behind; a new generation of tech-savvy users increasingly expects the latest and greatest, including mobile compatibility. The result is a constantly evolving portfolio of applications and technologies that IT organizations must support, while being more responsive and empathetic than ever before all without increasing costs.

This paper presents five interrelated trends impacting the way IT support organizations operate:

  • Productivity pressures
  • Cloud computing
  • Consumerization of IT
  • Corporate social media
  • Raising the bar on service

The intended audience for this paper includes executives, IT management, software development/QA leadership, and anyone else interested in delivering unsurpassed support.

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