How can your service desk team support emerging technologies and trends?

Emerging technologies and trends, such as cloud computing, artificial intelligence, automation, and cybersecurity, are transforming the IT landscape and creating new challenges and opportunities for service desk teams. To keep up with the pace of change and deliver value to customers and stakeholders, service desk teams need to adapt their skills, processes, and tools to support these new technologies and trends. In this article, you will learn how your service desk team can support emerging technologies and trends by following four key steps.

1 Assess your current capabilities

The first step to support emerging technologies and trends is to assess your current service desk capabilities and identify any gaps or weaknesses. You can use a framework such as ITIL, COBIT, or ISO/IEC 20000 to evaluate your service desk maturity and performance across different domains, such as service strategy, design, transition, operation, and improvement. You can also conduct a SWOT analysis to identify your strengths, weaknesses, opportunities, and threats in relation to the emerging technologies and trends that affect your organization and industry.

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Bobby Arbuthnot

Customer Experience Executive Leader | Customer Success Strategist | Organization Builder | Portfolio Leader | Board Member | LinkedIn Top Voice
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Early assessment provides lead time to deliberately build capabilities, keeping the service desk ahead of technology shifts rather than perpetually behind. - Identifies skill gaps and reveals process weaknesses - Guides hiring/training - Allows standardization - Common tools, configs, and platforms simplify supporting new technologies through standardization - Informs vendor selection - Provides criteria for vetting vendor support capabilities for unfamiliar solutions - Minimizes technical debt - Maps to business priorities - Links new support requirements to crucial business initiatives driving adoption - Limits risk - Proactive capability and gap assessment prevent scrambling to support innovations reactively

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2 Align your goals and priorities

The second step to support emerging technologies and trends is to align your service desk goals and priorities with the strategic objectives and vision of your organization and stakeholders. You need to understand how the emerging technologies and trends can help you achieve your desired outcomes and deliver value to your customers and users. You also need to prioritize the most critical and impactful initiatives and projects that will enable you to support the emerging technologies and trends effectively and efficiently. You can use a framework such as SMART (Specific, Measurable, Achievable, Relevant, and Time-bound) to set clear and realistic goals and KPIs for your service desk team.

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3 Develop your skills and competencies

The third step to support emerging technologies and trends is to develop your service desk skills and competencies to match the changing needs and expectations of your customers and users. You need to invest in continuous learning and development for your service desk staff and provide them with the necessary training, coaching, and mentoring to acquire the relevant knowledge, skills, and abilities to support the emerging technologies and trends. You also need to foster a culture of innovation and collaboration within your service desk team and encourage them to share best practices, feedback, and ideas for improvement.

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Bobby Arbuthnot

Customer Experience Executive Leader | Customer Success Strategist | Organization Builder | Portfolio Leader | Board Member | LinkedIn Top Voice
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Prioritizing continuous skills enhancement empowers service desks to provide excellent assistance even in unfamiliar, rapidly changing technical environments. - Allows hands-on learning - Builds technical aptitude - Developing core aptitudes like analytics and automation sets the stage for picking up new technologies - Promotes versatility - Fuels adoption - Service desk proficiency and advocacy help drive user adoption of new tools - Narrows knowledge gaps - Increases value - Expanded service desk skills make their support expertise more valuable to the business - Keeps pace with users - Mitigates turnover risks - Broad expertise across technologies prevents issues when team members leave

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4 Update your processes and tools

The fourth step to support emerging technologies and trends is to update your service desk processes and tools to optimize your service delivery and quality. You need to review and revise your service desk policies, procedures, standards, and guidelines to ensure they are aligned with the emerging technologies and trends and comply with the regulatory and ethical requirements. You also need to leverage the latest technologies and tools, such as cloud-based platforms, AI-powered chatbots, automation software, and cybersecurity solutions, to enhance your service desk efficiency, effectiveness, and security.

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Federico G.

Harmonizing people and processes with IT Value.
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To upgrade your service desk, consider these five strategies: 1. Adopt Advanced ITSM Tools: Use platforms like ServiceNow or Zendesk for automated ticketing and AI-driven support, enhancing efficiency and customer satisfaction. 2. Leverage AI and Machine Learning: Implement AI to analyze service patterns, predict issues, and intelligently route tickets, reducing response times. 3. Apply Agile and Lean Principles: Integrate Agile and Lean methodologies to boost flexibility and continuous improvement, ensuring quick adaptation to changing needs. 4. Expand Self-Service Options: Enhance self-service portals with FAQs, videos, and AI chatbots, empowering customers to solve common issues independently.

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5 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How can your service desk team support emerging technologies and trends?

1

2

3

4

5

1 Assess your current capabilities

2 Align your goals and priorities

3 Develop your skills and competencies

4 Update your processes and tools

5 Here’s what else to consider

IT Strategy

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How can your service desk team support emerging technologies and trends?

1

2

3

4

5

1 Assess your current capabilities

2 Align your goals and priorities

3 Develop your skills and competencies

4 Update your processes and tools

5 Here’s what else to consider

IT Strategy

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