This white paper written by the Service Desk Institute (SDI) – a professional body for anyone working in the IT service and support industry – is aimed at all IT and service desk professionals looking to increase efficiency, to reduce costs, and to improve the customer or end user experience.

Please download and read the white paper to understand how:

  • New approaches such as the Principle of Call Avoidance, Shift Left, Lean IT, and automation can help your support organization

  • New access and communication channels and technologies such as self-service and chat will reduce costs and help to provide a better service.

  • Effective knowledge management enables the majority of improvement opportunities.

  • Download Whitepaper

    Thanks for filling out the form.
    Your download will start.