Let’s face it, Service Desk is the face of IT, but what kind of face are we seeing when according to EMA research, it takes an hour on average before an administrator finds out about a critical problem. Not such a pretty face to be showing, is it?
The problem with most organizations isn’t that most organizations don’t have a service desk tool in place, but that they’re wasting time in dealing with inefficiencies resulting from using multiple point solution systems that are not integrated as a service desk portal.
So how does an organization tighten up its IT face? Why, with the right tools of course.