Service and employee support departments today face the constant pressure of adding value to the business. On the one hand, they must constantly improve the quality of the rendered services that increase the users’ productivity, on the other hand, they must cut costs and reduce the business’s risk. The more companies rely on IT departments for business benefits, the more employees rely on service and support departments. The scope of service desks continues to grow, and so grows the pressure to provide services that employees require to maintain their productivity.
IT commercialisation has increased employee expectations in terms of service provision. They want services faster and easier to access, wherever and whenever they need them. End users need certainty that they connect the service, wherever they are.