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We weren’t able to calculate how we were performing against our service levels to our customers.” Worse still, sometimes support requests would get lost.“Tickets may have been called into a phone number and left on a voicemail and somebody may or may not have picked them up, and same with the e-mail account.” Another issue was that multiple points of contact confused users.This Gartner Trend Insight Report offers practical guidance on what steps to take.We are in the midst of some major recalibrations of the IT services market that will impact service providers' opportunities and value propositions.The hub where the needs of support groups, distributors, suppliers and customers are consolidated, and where network and system management (NSM) tools are integrated.The CSD has become the integration point for multiple management disciplines, the single point of contact for providing multiple IS services to the end users, and the source of automation for multiple workflow processes. Technology product management leaders should pay close attention to currency fluctuations in 2017.Choices are limited and the pressures formidable, but with enough foresight and willpower, the winners will seize substantial opportunity.

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In this webinar, we examine four dynamic and interconnected forces that we predict will have the most impact in defining the evolving opportunity for providers: Digital business, cloud first, intelligent automation and business solutions.This helps in overall improvement of customer requests and processes involved.A consolidated service desk also helps in bringing flexibility in evaluation and implementation of new business requirements.A consolidated service desk (CSD) is an effective and integrated technical platform that is capable of executing multiple service desks from one system.It is considered as a single point of contact for end users for providing multiple services, and is also the source for automation in the case of processes involving workflow.

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