skip to main content
Close Icon We use cookies to improve your website experience.  To learn about our use of cookies and how you can manage your cookie settings, please see our Cookie Policy.  By continuing to use the website, you consent to our use of cookies.
Global Search Configuration


The service desk is often referred to as the window into IT, and is generally viewed as the single point of contact for an enterprise's user base.


  • The service desk should evolve by embracing the opportunities presented by disruptive trends and technologies.

Features and Benefits

  • Understand the dynamics challenging how the service desk operates.
  • Learn about some of the opportunities presented by disruptive trends and technologies that can help the service desk evolve.

Key questions answered

  • How have user demands changed, and how is this impacting the expecation they have of the IT service desk?
  • How can automation technologies help the service desk realize new value?
  • What impact have new channels of communication had on the service desk?

Table of contents


  • Catalyst
  • Ovum view
  • Key messages


  • Recommendations for enterprises
  • Recommendations for vendors

Evolving the service desk by embracing the opportunities presented by disruptive technologies

  • Multiple elements are evolving user needs and expectations
  • Advanced automation technologies represent a key opportunity
  • Improving the service experienced delivered by mining value from a wealth of data
  • Virtual agent technologies are of increased appeal
  • Virtual agent solutions will complement more traditional service desk technology offerings
  • Automation starts with analyzing processes
  • The value of a human-centric approach to support must not be forgotten

Improving enterprise-wide collaboration can break down departmental silos

  • New communication channels present new opportunities to improve the service experience
  • Enhancing productivity by improving collaboration
  • Regular and quality content will drive the value of deployed social components

Multiple suppliers contribute to service ecosystems

  • The availability of services based in the cloud is impacting user expectations
  • Users will adopt externally provided services, even if they are not part of an aggregated service catalog
  • IT as a broker of services


  • Further reading
  • Author

Recommended Articles

  • Consumer & Entertainment Services

    US pay TV: Is it facing an existential threat?

    By Adam Thomas 28 Mar 2018

    With US pay TV having endured the worst year in its history, thoughts have inevitably turned to the future. The likelihood remains that the immediate future will remain highly uncomfortable for everyone except the scaled multinational digital platforms.

  • Enterprise Decision Maker, Enterprise IT Strategy and Select...

    2017 Trends to Watch: Big Data

    By Tony Baer 21 Nov 2016

    The breakout use case for big data will be fast data. The Internet of Things (IoT) is increasing the urgency for enterprises to embrace real-time streaming analytics, as use cases from mobile devices and sensors become compelling to a wide range of industry sectors.

    Topics Big data and analytics IoT

  • Enterprise Services

    5G: Another technology in search of enterprise use cases

    By Evan Kirchheimer 26 Apr 2018

    Service provider interest in justifying 5G investment through its potential to open new revenue streams from the enterprise segment is growing ever greater.


Have any questions? Speak to a Specialist

Europe, Middle East & Africa team - +44 (0) 207 017 7700

Asia-Pacific team - +61 (0)3 960 16700

US team - +1 646 957 8878

Email us at

You can also contact your named/allocated Client Services Executive using their direct dial.
PR enquiries - Call us at +44 788 597 5160 or email us at

Contact marketing -

Already an Ovum client? Login to the Knowledge Center now