White Paper: Evolution of the Service Desk

From Helpdesk to Service Desk, this white paper looks at the evolution of the Service Desk

Gartner analysts are predicting that by the year 2015, due to the wave of new Software-as-a-Service (SaaS) applications owned by departments and business owners, “…35% of enterprise IT expenditures for most organisations will be managed outside the IT department’s budget.”[1]

Gartner’s prediction demonstrates how integral operational systems have become the foundation of any business. The astounding rate of technological developments, coupled with the accessibility of these systems and increased process maturity has created a reliance on sustainable, flexible and agile solutions, which must sit hand-in-hand with the increasing number of communication channels available to customers. From on-premise installations to Software-as-a-Service, or from Self-Service to social media, enterprises must adapt quickly to cope with business and consumer trends that allow them to compete at any level.

With new developments emerging every day, how will the landscape for Service Desks look in ten, five or even one years’ time, and will it continue to evolve in the same fashion as previous years?

This white paper from Sunrise addresses how the service desk has evolved from its humble helpdesk beginnings to what lies in its future.You can read the white paper in full by downloading it below: