7 Critical Success Factors for an Effective & Efficient Service Desk

The Service Management community has always known that the Service Desk is a key contributor to and predictor of customer value realization. This has been recently highlighted by the ITIL 4 update which has elevated the Service Desk status from a function to a critical organizational capability for delivering value via products and services.

So, the question now needs to be raised what are the critical success factors that a mature Service Desk would need to demonstrate in order to fulfil its elevated position as a key organizational capability?

Join Troy DuMoulin, VP R&D of Pink Elephant, and Ed Perez, Senior Business Solutions Consultant of Axios Systems, as they discuss seven critical characteristics of an effective and efficient Service Desk capability.