For many service desk professionals, the procurement of an ITSM tool is one of the most important, and complex, decisions they will make. With the ITSM tool essential for effective service desk management, there are obvious areas of improvement that currently cause a great deal of frustration.
While vendors have made significant advances to ensure the ITSM tools they develop are viable in a competitive marketplace, service desk professionals continue to be frustrated with their tools. The list ranges from something as influential as pricing to problems as basic as usability. This infographic delves into the the challenges faced by service desk professionals, the best way to tackle the issues, and top service desk priorities for the future. It was based on a joint research study by SDI and Freshservice, “Life on the service desk in 2016: A view from the frontline.”
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