Service Desk Challenges in Moving to 24/7 Operation - ERP Spain.com - España y América Latina

Enterprises traditionally offered services in a daylight cycle that allowed their internal IT to follow a similar supportive operational alignment. IT has used the Service Desk as a Single Point of Contact to act as the IT interface to Business and its customers, with a linked business hours offering. Customer demands of the business have changed with many enterprises extending services and product support to an “always available” offering that moves the Service Desk from a weekday 6-till-6 to 24/7. This extension of the Service Desk operational hours has many challenges to be dealt with and decisions requiring answers. Join Graham Herbert from Pink Elephant as he walks us through how to gear up to this challenge and look at what decision points will have to be dealt with in order to move to 24/7 Service Desk support.