I think we have a big opportunity this week for Service Desks. It’s SDI’s biggest ever conference with over 500 people destined to be at Edgbaston cricket ground to talk about Service Desks and how they can work best both now and in the future.
I think this means that the Service Desk is seen as being pretty important to the IT service and customers of pretty much all organisations, and perhaps is achieving the recognition it deserves at last. But what will we see emerging as trends based on what’s happening in the industry at the moment?
I think – and this is based on conversations with practitioners and visits to leading organisations – that costs and value for money will lead, with a desire to drive costs down all encompassing. The theme of the event is ‘Believe!’ and, in addition to some excellent motivational speakers, there are case studies from the likes of Harrods, Atos and Aviva as well as keynotes from the well-known bloggers Rob England and Chris Dancy.
That gives some great input, which will also feature debate about people skills and business value needs for future Service Desks. I believe that the current Service Desk model needs updating as it needs to reflect the customer and consumer trends in the marketplace right now. This means Apple, Amazon, Audi and the other brands being successful at the moment. It also means picking up on the customer demands for speed of response and self support at any time of day or night. And how do we manage and support the new Big Data thrust and cloud-delivered services?
These are the things I think will feature – I’ll blog again later in the month to see if I was right! – and of course with my views on what DID feature!
Howard Kendall
Founder of SDI
