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Software vendors: Service desks need you

12 Jun 2015

There is a growing need for software vendors to approach service desks and guide them through integrating technologies, according to Landesk research in partnership with the Service Desk Institute (SDI).

The data indicates whilst nearly half (45%) of service desks are interested in technology integration, 75% do not have the ability to calculate return on investment.  

The study also revealed that many service desks may be unable to translate planning for integration into the budget and resources they need to move forward and innovate.

Many service desks recognise a number of benefits to integrating technologies, such as providing better customer support (84%) saving time (67%) and increased efficiency (93%).

However, there is a disconnect between this recognition, and the ability to translate this into the required budget to actually implement.

In fact, more than 60% of service desks currently do not having any funding in place to pursue the benefits of new technology integration in the future.

Andy Baldin, Landesk VP international, says, "Service desks are recognising the need to evolve in line with users' increasingly digitally-led lives, but these figures show that many organisations have a real issue securing the budget and resource needed to make this happen.

"Service desk managers need to make use of the tools and reporting capabilities available to them, to show time and efficiency savings, as well as where improved service has resulted from technology integration.

"This can then be used to justify the need for continuous improvement in this area."

Tessa Troubridge, SDI managing director, says, "Whilst the report shows that the benefits of technology integration are widely recognised and there is clear demand to see it developed, there is also a significant disconnect with the ability of many service desks to execute on this vision.

"Software consultants and vendors need to help in this process, by guiding service desks and helping to translate an understanding of the benefits of integration into the tangible resources needed to continue the journey."

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