The Service Desk in the Age of Cloud and Agile: A Technology in Transformation

IT Service Management (ITSM) is in a clear state of transition, just as IT is undergoing a significant transformation in role and requirements.  Many of these pressures for change center on the “consumerization of IT” – as IT services increasingly need to support a more technology savvy, demanding, and diverse set of service consumers.   Other factors impacting service desk deployments include cloud computing, mobility, agile services, social networking, broader enterprise support, and a growing requirement for more dynamic processes and insights.

Join EMA VP of Research, Dennis Drogseth, for this Webinar that will reveal findings from new research drawn from 326 respondents in North America and Europe in partnership with the French analyst firm, CXP to provide unique insights into:

  • Organizational changes
  • Technology and functional priorities
  • Process issues
  • Success factors

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Duration: 30 minutes

Featured Speaker:

Dennis Drogseth
VP of Research

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