Desk-Side Support: IDC's Four Pillars Equals Best Practices
This IDC study looks at the service desk and desk-side services and helps provide some key features and functionality enterprises should evaluate that will help determine what support model would best suit their needs.
IDC is seeing a change in the way service desks function, especially with the influence of the 3rd Platform (or IDC's four pillars), says Rob Brothers, vice president of Support and Deployment Services for IDC. When the service desk models its capabilities around the four pillars, it enables better and more efficient help desk functionality.
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