So, you want to set in motion a number of improvement activities that will help to take your IT service desk forward in 2019 – but what should you do? It’s easy to think that a new IT service management (ITSM) tool is the answer, but before you run to do this (and you might be surprised that we’re saying this) there are other things to consider first. Here are our 10 tips for achieving greater IT service desk success in 2019.

How’s your IT service desk faring? Hopefully it’s meeting all the agreed service level agreement (SLA) targets, your end users and customers are happy, and so are your service desk agents. Or maybe they’re not and you need to improve your operations, performance, and the perceptions that people have of the delivered IT support capabilities. Looking forward to IT support in 2019, the people who agreed with the former – that everything is great with their IT support capabilities – will still, in many ways, have the same challenges and opportunities as those who agreed with the latter. Odd, I know – with the key difference being that they might be better positioned to address them.