Today's Help Desks are no longer being viewed as a simple telephone number for questions but rather viewed as a Service Desk to include problem, change, configuration, and asset management. There is a growing need for the Next Generation Service Desk to move from a reactive approach to problems, to a proactive analytical view to evaluate past incidents and trends in order to identify ways to prevent these and related problems from occurring. Many clients are not leveraging their Service Desk to its fullest potential or making the best use of the operational data available to them. This assessment can help determine what opportunities exist to optimize, integrate and/or enhance clients' existing Service Desk support.
IBM leverages its proven methodology, the Contact Center Diagnostic, as a framework that is customized and tailored for Service Desks Assessments
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