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Katie McKenna | March 22, 2017

Ubiquitous Technology Means More Traffic for the Enterprise Service Desk

On a typical workday morning, I start checking emails on my iPhone when I first wake up. When I get to my desk, I fire up my laptop, read through my notifications on Workplace, review my social media postings schedule for the day using a SaaS platform, and perhaps publish a blog like this one to the website. That’s already a lot of technology before I’ve even had my first cup of coffee. And that’s not even including the everyday technology that employees tend to take for granted—things like security (key cards or even keyless entry), smart lighting, or automated climate controls in the workplace.

In a recent CMSWire article, Kevin Coppins, EasyVista General Manager of the Americas explores what implications this deluge of technology in the workplace has on the future of the service desk. In an era where technology is found in every department and function, blurring the lines of organization charts, the enterprise service desk must act as the central entity to “direct traffic” and ensure that everything runs smoothly.

When one of those services stops functioning correctly, Kevin says, “it will fall to the enterprise service desk, a single point of contact across technology silos that can log and route both incidents and requests effectively and efficiently to restore service to the business.” Without the service desk acting as a central point, a relatively small issue could have huge business ramifications. For example, a blown projector lamp or malfunctioning keycard could result in a lost sale while affected parties figure out how to get a presentation up and their salesperson into the conference room as a potential client impatiently waits. Today, IT must uplevel performance to sustain relevance to the business, or it falls behind in driving value to the company.

There are a number of ways to prepare for the increase in traffic. Check out the full article to read about the five things Kevin urges IT organizations to do in order to embrace this reality: The Enterprise Service Desk: Directing Service Calls Like Waze Directs Traffic

Next Steps

Kevin Coppins shares more best practices for IT in this recent article: Experts Share Tips on Shadow IT Prevention

Learn about the key criteria to consider when choosing a SaaS-based ITSM solution in our newest video: What to Look for in a SaaS ITSM Solution

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Katie McKenna

Katie McKenna enjoys learning and sharing all things ITSM, IoT, SaaS, and IT Consumerization. She is also an avid reader, pizza enthusiast, and horror movie lover.