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An analysis of in-depth interviews with CIOs, VP IT Ops, Service Desk Managers, Service Desk Agents and more.

Topics covered include:

  • Service desk metrics

  • Transformation, consolidation and integration

  • Shift left

  • Automation and orchestration

  • Knowledge management

  • People management

  • Support Channels

  • Data Quality

  • Tools

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The State of the

Service Desk.