Managing the Service Desk is one of the most critical tasks in an organization, and getting the right ITSM (IT Service Management) tool is essential for the smooth functioning of the service desk. But as with every tool, there are many areas of improvement that are currently causing frustrations to the service desk professionals.
Even with the recent advancements of ensuring viability of ITSM tools in the current marketplace, professionals continue to face challenges with their tools on a day-to- day basis. Pricing, Usability, and Demand for customized features continue to remain high on the list of customer frustrations.
The following Infographic covers everything about the present-day Service Desk or Help Desk – Challenges, Issues, their Solutions, and the Top Priorities for the future. The article is based on a joint research by Freshservice and SDI, “Life on the Service Desk in 2016 : A View from the Front Line”.