7 Factors That Are Shaping the IT Desktop Services of the Future

7 Factors That Are  Shaping the IT Desktop Services of the Future

Everything changes in this world. Summer gives way to winter and only 'uncertainty' rules this world. The same is applicable for IT technical competency requirements over technical service and support professionals. Businesses that fail to keep up with the technology of evolution will cause several officials such as desktop support managers, analysts, and technicians will not be able to navigate challenges by leveraging unique skills involved with the support. TERAIT's IT Desktop Support Services and our expert engineers study extensively from time to time on how to assist each business's Desktop operations to be efficient and successful. From our studies, we have compiled three areas for businesses to be focused on to be successful in their Desktop Service Operations. We have listed them below.


  1. Strategy: Development of brand and increasing visibility to audiences
  2. Business Skills: Ability to speak the business language 
  3. Current Technologies: Acknowledgement with all current technologies that can be applied for business operations. 


With growing real-world problems, businesses have a useful roadmap for the evolution of their desktop operations. The Desktop professionals, especially the managers must be competent in acknowledgment of newer skills to suffice new and more fulfilling roles. Businesses must always be persistent in revising their technologies and methodologies that support their business environments necessitating a change of their support statics. In older traditional desktop support operations, technicians and analysts will have to visit customer desks to resolve incidents or installation of newer software. This article is aimed at acknowledging businesses over the factors that are shaping the IT desktop of the future. 


With newer, remote support technologies, self-help and self-healing desktop support is no longer necessary. The first thing to consider the changing perception among customers and managers alike over desktop technology. Businesses must keep the past of hardware behind them which worked on just the hardware. Desktop support professionals must have excellent troubleshooting skills and knowledge of technologies. With a broad knowledge base hands own skill in using proprietary applications, the support team can easily deal directly with customers and their issues

effectively. Leveraging end-user technologies at varying levels much beyond client support, businesses must take every opportunity to advocate and marketing these skills among the key leaders and stakeholders. 


Following Are the Factors That are Shaping The IT Desktop Services of the Future:


  • Imperative Focus Over Customer Experience 

Helping employees with their work in catering IT Services, IT Support is optimizing expectations of such employees for shifting the focus of IT towards best-in-class consumer experiences. Driving multichannel communication process, with chatbots, for delivering a compelling IT shopping experience. Incorporating service catalogs and promoting self-help with access towards a knowledge base, this approach will smoothen the customer experience. Improving IT department reputation will also develop a stress-free working environment free from frustration from both end-users and technicians.


  • Automation

Automation of ITIL making compliance auditing is the very reason that a business organization must ensure security standards based on ITIL principles. By getting forward with automation to other workflows and processes cuts down inconsistencies and maximizes efficiencies for helping desk operations. End users can also benefit from the improvement of resolution times. 


  • BYOD/CYOD Culture

Business organizations adopting BYOT (Bring Your Own Devices) or CYOD (Choose Your Own Device) will always have trouble with the threat of shadow IT. Adopting BYOD will drive more and more challenges related to asset management, software license compliance, and the extension of IT support across a wider range of devices. Businesses must have proper strategies for handling this culture as this will come with increased IT costs and business disruptions. Adding up the complexity of the IT environment, BYOD adoption will also drive impact analysis amidst problems more challenging with lower visibility over employee's personal devices. Giving businesses device management capabilities such as remote wiping devices, deploying profiles, restricting devices' from accessing Wi-Fi and VPN, and adjustment of email settings for helping technicians cope with the BYOD culture. 


  • Evolution of Social IT approach

The newer generation fIT consumers nowadays express their reviews through social media platforms rather than conventional methods such as email. With this trend on the side, IT help desk technicians can ensure leveraging the power of social media as a powerful ITSM enabler. Businesses will have to plan into the integration of their social media platforms with their help desk tools for supporting help desk technicians for receiving and responding to tickets, collaborate with end-users, and resolve all issues.  


  • Business Intelligence for Supporting Critical Decisions 

Giving access to huge volumes of data with multiple touchpoints across organizations through the multiple touchpoints across organizations, such data can be used for compiling business-critical insights. Such insights not only reveal threats in business and IT at the earliest stage but also cuts down costs and risks maximizing the quality of IT service delivery. 

With Help desk software, businesses can integrate with intelligence solutions for mining valuable information from the help desk data. With SLA compliance charts, businesses can skyrocket or plunge without helping the understanding of changing SLA levels. This will also assist in performing extensive analytics with the application of business intelligence tools for identifying the factors that are negatively affecting SLA compliance levels and the ways to fix them.


  • Emphasis on enterprise service management (ESM)

ESM is expected to be a natural successor of ITSM. ESM is all about applying the principles, processes, and best practices of IT service delivery to every functional area within a business. ESM helps effectively integrate different departments and facilitates smooth business operations across diverse business organizations. Partnering with vendors for ESM capabilities and tools will envision businesses how the industry moves forward.  


  • Artificial Intelligence 

Redefining business operations, AI technologies such as machine learning, natural language processing, computer vision, & statics will eventually make their way into IT service desks. Artificial Intelligence can be applicable for IT service desks will enable chatbots and virtual service assistants that replace humans. Machine learning, a type of AI, helps businesses in catering IT service desks with tools to enrich with the ability for learning without explicit programming. With machine learning, IT help desks will be able to predict issues and problems proactively, improve search capabilities & knowledge management and classify & route issues more easily.


Thus all these factors will reshape the future of ITSM. While implementing ITSM processes in business organizations for ensuring prospective ITSM solutions. These will be capable enough for addressing newer trends and take competent and future-proof approaches for delivering better IT services. With ideal consultations in desktop support operations, businesses could receive training in the system’s easy-to-use self-service capacity. Engages in consultation and analysis, consultants help businesses in reinforcing the position with customers/end users. By partnering with TERAIT's IT Desktop Services will leverage years of expertise and trust for solving core business problems. Ping us for our services and have a positive effect on your business. 


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