In our consumer-driven world, instant access and immediate problem resolution has become our expectation. While end-users want their problems solved instantly, IT departments are trying to do more with less.
To increase customer satisfaction and productivity, organizations must consider their end-user experience and have a plan in place to meet their needs in a seamless effective manner without straining their IT resources.
Owning, operating and staffing a comprehensive, 24×7 service desk, however, is difficult if not impossible to afford with traditional tools, staffing or consulting. The good news: improvements in technologies and access to expertise are making the 24×7 service desk an attainable reality, even for businesses with limited IT resources.