It’s no secret that today’s end user is more connected, tech-savvy, and demanding of the technology around them than ever before. This is no different when it comes to solving issues or getting help for that technology – people want access to services and support when, where, and through whatever channel they choose. The whole concept of the service desk is therefore evolving in line with this environmental step-change.
Ten years ago, the phrase ‘technology integration’ meant having some reporting functionality and email. Nowadays, service desks can expect multi-channel support, auto-discovery led asset management and other innovations such as gamification already integrated, with the potential to integrate other technologies as they develop.
This growth is being reflected across the industry, with a recent report from LANDESK and the Service Desk Institute revealing that service desks recognise a number of benefits to integrating technologies, such as providing better customer support (84%) saving time (67%) and increased efficiency (93%). In fact, nearly half of service desks are interested in technology integration, and a further 43% are actively working to integrate technologies at the moment.
These figures show a clear and growing demand amongst service desks to integrate new technologies, and recognition of the need to develop their offering line with users’ increasingly digitally-led lives. However, despite the benefits being widely accepted, there is a significant disconnect between what many service desks want from technology integration, and the ability to execute on this vision.
The report also discovered that over 60% of service desks don’t currently have any funding in place to pursue the benefits of new technology integration. This could be linked to the fact that three quarters of service desks don’t have the ability to calculate its return on investment.
Service desks need to make use of the tools and reporting capabilities available to them in order to show time and efficiency savings, as well as to demonstrate where improved service has resulted from technology integration. This can then be used to justify the need for continuous investment and development in this area.
Software consultants and vendors can also help in this process by guiding service desks, and helping to translate an understanding of the benefits of integration into the tangible resources needed to continue the journey.
Whilst the explosion of technological innovation in our lives no doubt creates challenges for service desks trying to manage the integration, ultimately, if the business benefit can be justified, the end user will win out.
Read the full report ‘Technology Integration and the Service Desk’ from LANDESK and the Service Desk Institute here: http://www.landeskemea.com/SDI/