3 easy ways to handle incidents and enquiries at the service desk

How to handle rising enquiries

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Traditional IT service desks face the challenge of teams under immense time and cost pressures. More interactions need to be managed every year, but there are fewer and fewer resources available. There is a lack of modern helpdesk methods to reduce repeatable incidents and service requests to keep up with the pace of digital business.

Optimizing the IT service desk is therefore an important task to better understand IT service interactions and to improve or even automate processes. In doing so, executives should aim to transform their IT service desks into business productivity teams in order to consolidate the value for the entire company. 

In this Gartner® report you will learn:

  • 3 simple ways to optimize your IT service desk
  • How to use your resources more efficiently and profitably
  • Why you should hold workshops to analyse your IT service desk interactions
  • Which optimization measure will deliver the most business value to you

Gartner®, 3 Simple Ways IT Service Desks Should Handle Incidents and Requests, Chris Matchett, Refreshed 23 May 2022, Published 5 March 2018.
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