IT relies heavily on the service desk for so much of the flow of IT services. This means that it is a key leverage point for running IT efficiently. All of the business pressures to deal with the core IT functions while coping with increasing business-IT complexity, tech-savvy employees, and customer demands for self service have the potential to consume resources. This diverts resources that could be focused on advancing the business into new areas that could ultimately be differentiators.

To make improvements that would allow IT to help the business grow overall revenue, acquire customers, and lower overall costs, Eveline Oehrlich (Hubbert) of Forrester believes that it is necessary to focus on reducing the costs associated with MOOSE – Maintenance, Ongoing Operations, Systems and Equipment– the basic job of “keeping the lights on”. In order to make a change to such basics of IT, it is necessary to look at a balanced approach: make sure to address the people issues, their processes and ensure that it is facilitated by the right technology.

For a more in depth look you can review the Enabling your service desk to be the front face to IT webcast.

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