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Evolving the helpdesk with enterprise service management
Enterprise service management (ESM) has progressed from service management to helpdesk and then enterprise helpdesks.
To discuss its next evolution, IT professionals from a range of industries came together at a TechCentral C-Suite Perspective virtual roundtable sponsored by Micro Focus. The topics of where helpdesks sit, how they integrate with business and how new technology is implemented were all under discussion.
Matevhu Davhana
The question as to who owns the helpdesk is a tricky one, as Matevhu Davhana, group IT domain owner at Allan Gray points out. He explains that not much thought and discussion go into the question of who really owns the space.