Infographic: Anatomy of the Service Desk in 2016

By Ollie O’Donoghue from Service Desk Institute

service desk

For a few months now, I’ve been talking about the evolution of service desk staffing models. I’ve become more convinced of this change as we publish more and more SDI research. I have the privileged position of being able to look at all SDI research as a whole, which means that while reports will have a particular focus, I can marry the findings up with other research to draw broader conclusions.

I have been able to do this with the recently published Anatomy of a Service Desk report, kindly sponsored by LANDESK. The report focuses on how service desk professionals spend their time, the strains and pressures of day-to-day service desk activity and the perception they have of their colleagues and access to resources. All said, the report is refreshingly positive; professionals felt less pressured and stressed than ever before, and there is an increasing focus on proactivity and strategy over the reactive firefighting that has dominated the landscape for many years.

It’s the latter point that interests me the most. Although not a remarkably significant increase – the average service desk now spends 38% of its time on strategic projects, an increase of 5% since 2012 – it’s possible to draw some insight when matching the increase with other trends in the industry.

Specifically, the increased utilization of technologies to ‘sponge up’ some reactive support is a trend I’ve been wittering on about for a while. My argument for the inevitable rise of technology is based on several themes – customer and staff expectations, the increased prevalence and cost-effectiveness of the technologies themselves, and the drive to provide more value with less resource to name a few.

What interests me is whether the positive results we’ve seen in the Anatomy of the Service Desk research and the increased adoption of technologies noted in other reports are linked. Are professionals less pressured and stressed because self-help and self-service are absorbing some of the reactive support burdens? Are service desks now better able to focus on strategic projects because automation has reduced time-consuming manual tasks?

At the moment, the correlation could just be a coincidence. However, it’s food for thought until the next piece of SDI research is published looking to link all the trends together.

I will be talking about these trends at LANDESK Connect 16 this year; I hope to see you all there and look forward to joining you all in debating what these trends mean for us and our industry.

Click below to download the FREE report!

service desk








Infographic: The 8 Scariest Stats About Ransomware


*1. Business Insider: The Hacked Hollywood Hospital Is Not Alone, February 2016 *2. Ransomware on the Rise, April 2016 *3. DARKReading: Two Biggest Reasons Ransomware Keeps Winning, March 2016 *4. CNN Money: Cyber-Extortion Losses Skyrocket, says FBI, April 15, 2016 *5. WIRED: Email Phishing Attacks Take Just Minutes to Hit Employees, April 2015 *6. United States Government Interagency Guidance Document, How to Protect Your Networks from Ransomware *7. United States Government Interagency Guidance Document, How to Protect Your Networks from Ransomware *8. CNN Money: Cyber-Extortion Losses Skyrocket, says FBI, April 15, 2016

Ransomware is spreading across the digital landscape like wildfire—and it’s not slowing down any time soon. From school districts and hospitals to small businesses and large enterprises, ransomware does not discriminate when it comes to whose valuable files it holds ransom.

From January to March alone, ransomware cybercriminals extorted an astounding $209 million from businesses. Estimates suggest that the cybercrime will reach $1 billion by the end of the year, making this the year that ransomware holds America hostage.

According to the FBI, ransomware criminals demand between $200 and $5,000, on average, before allowing users to regain access to their data. But payouts as high as $17,000 have been reported, and it’s possible that even larger sums exist but have not been reported.

This current onslaught of ransomware has led many businesses to tighten up their cybersecurity measures in order to prevent an attack. Unfortunately, it has also shown cybercriminals how to maneuver around new defenses and modify their methods in order to continue their scam.

Earlier versions of ransomware were mostly seen in phishing emails, as explained by LANDESK security insider Stephen Brown. But now users can be infected simply by clicking on a compromised website. Prevention techniques such as whitelisting and patch management solutions can remove vulnerabilities, and LANDESK Antivirus can also be used to block ransomware.

Don’t let your business fall prey to these rampant cyberattacks. Learn how LANDESK Security Suite (LDSS) ensures your user environment is stable and secure, helping you to reduce risk and extend protection and control.


Warning: This Information is Painfully Graphic

Hey, since blogs are all about info, then what better way to display our latest colorful infographic?

Based on broad industry studies of IT professionals, it underscores the pain points experienced today. Chances are some of them strike a chord with you, and you’re welcome to weigh in. Where are you feeling the pain? What keeps you burning the midnight oil?