- Mobile devices support on the rise, security issues and work/personal frontier
- Lack of information security management processes in place (even though awareness and investment in specific tools)
- Low investment on standards and frameworks for quality management (ISO/IEC 20000 got 12% utilization out of 1214 professionals surveyed))
- Unclear costs and benefits of Service Desk – IT does not know how much it costs
Archive for the ‘Service Desk’ Category
After attending the Service Desk’s “preview” last Microsoft TechDays at Lisbon I do have some notes on this promising product.
They got it right regarding usability and already existing Microsoft technology. The strong points I see:
SMS – Inventory, CMDB related activities support
MOM – Automatic Incident creation, knowledge base
SharePoint – Knowledge base
InfoPath – Customized forms (really flexible this part)
Outlook – Approval and notification tool
Powershell – Scripting
Workflow Foundation .NET – Workflow
For the first two an umbrella called System Center gathers tools for Service Management. Service Desk closes neatly the basic Service Support underlying technology.