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Conclusion: During the last two decades, service desks delivery had the following shortcomings:

  • The service desk voice communication channel was characterised by a long waiting time to connect with service desk staff.
  • Service desk staff with limited skills minimised the number of issues resolved at the first point of contact.
  • There was a lack of online channels and limited self-service offerings, e.g. password reset.
  • The service charges were based on the number of incidents that discouraged providers to reduce the number of incidents.

To address these shortcomings, IT organisations should transform to Service Desk-as-a-Service. It should be powered by self-service virtual agents that can identify most of the solutions without the need to connect with service desk officers. The charges should be based on the number of users instead of outages to encourage providers to address outages’ root causes. Online services covering reporting on issues and following up progress should be favoured over voice communication.

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