The now-prevalent, script-based IT service desk strategy is being disrupted by two customer support trends — fewer simple, standard issues or requests being logged due to the use of self-service portals, and end-user consumer experiences having raised employee expectations of services and support. Consequently, service desks need to find a new approach to deliver more appropriate IT support and a better customer experience.

Read this white paper to:

  • Understand why service desk staff need to be empowered to use their initiative
  • Find out how ‘Standard + Case’ and ‘Intelligent Disobedience’ will help with non-standard and unexpected issues
  • Receive practical advice on how to establish the right environment for staff empowerment
  • Understand the required management approaches and operational changes necessary for empowerment
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