Break IT down: What’s in store for next-generation help desk services

By: Jeff Dean

To all the IT help services managers out there: I salute you! From where I sit, there’s never been a more dynamic time to work in end user support services — and there’s never been more pressure to get it right.

When it comes to technology, users increasingly expect instant gratification. That goes for help desk services, too. I’ll dive into this topic in my session about next-gen IT help desks at the IBM Think conference (Session ID 8900). In the meantime, here’s what’s on my mind.

What’s the current buzz about help desk services?

Users are in the driver’s seat. They want — and to a certain degree, expect — to access company data and apps anytime, anywhere, through any device they choose. They also expect more personalization based on their roles, devices and locations. These forces are fueling a profound shift in the people, processes and tools IT help desks need to be successful. So companies all over the world are wrestling with how to manage this increasing complexity, while also continuously improving users’ experiences.

Why now?

It’s really a reflection of our expectations as consumers. We live in a world where all we need is a smartphone and a signal for instant access to the services and experiences we want. That expectation doesn’t stop when we start up a work device — and it doesn’t have to.

It’s like the whole “industry 4.0” story line. Pick an industry, and you find evidence of digital disruption — from how we interact with friends, to how we hail a cab, to how we book a place to stay. The list goes on. Corporate IT services desks are likewise feeling the pressure to adapt to their users’ preferences.

I’m keeping an eye on…

The eventual move from self-service to self-healing. Most people don’t care how their devices work. They just want them to work when they need them, according to their personal preferences.

As more cognitive-powered help desk services come online, we’re going to see more stories of systems that can self-diagnose and self-repair — so they work how they’re needed, when they’re needed. Those capabilities promise to bring incredible gains in IT help desk productivity.

Missed Chairman Ginni Rometty’s Think 2018 keynote or a session? Watch a replay.


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About The Author

Jeff Dean

Global Lead, Digital Workplace Services, GTS, IBM

Jeff has been with IBM more than eight years and worked in the enterprise managed services industry for more than 18 years. He currently leads the Global Digital Workplace Services Center of Competency. Prior to this he led the North American Network SIH. Jeff's broad range of experience gives him unique insights into Digital Workplace Services.