“Automation is delivering big value for businesses of all sizes, especially as it relates to IT service desk operations. Why is the service desk so important? If you’re in IT, you know the answer: The IT service desk is the hub of business operations. Finely tuned IT operations mean greater operating efficiencies, delivering amazing employee experiences enabled by the technology they need to do their jobs efficiently and effectively, happier customers receiving better customer experiences, and improved bottom line results for the organization as a whole. While all that is great, the implementation of service desk automation isn’t in and of itself a home run. Why? The problem with service desk automation isn’t the technology, it’s in selection of the vendor, the product, the implementation, adoption, and use of whatever technology solution an organization selects that can often be problematic.”

The article: The Problem With IT Service Desk Automation Isn’t the Technology-Why Service is a Critical Offering