Summary |
In recent years the IT industry has witnessed the professionalization of end user service and support. No longer the domain of technicians alone, it is now part of an end-to end service process to replace the previous norm of several disparate and non-integrated sections in an IT department. The helpdesk, once the principal face of customer interaction with the user base, has now become one of a range of business-aware IT services. Where computer procurement, network services and server support may previously have stood alone, they are now being woven into this new fabric of interdependent procedures and a better co-ordinated output. Meanwhile, IT service managers are focusing on a totality of management so they can correlate costs and processes and offer their customers an integrated provision.
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