The help desk is dead - long live the service desk

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The help desk is an anachronism from a past age. It sits alone, unintegrated, in demand yet unwanted. It is a point of contact for the annoyed, the disadvantaged and the poorly serviced. In short, the helpdesk is negative, reactive and a necessary evil to IT in business. But it's now time for a change, argues Neil Harvey, EMEA VP Magic of Magic Solutions.

The negative image of the helpdesk has not been helped by the fact that peoples' only point of contact with it is when something goes wrong. Annoyance, fury and rage are the normal emotions experienced when dealing with that so-called "solution".

Helpdesks can be so much more than a firefighting solution. The basic premise is there - a central system to which end-users can log in to make their business activity flow more efficiently. It needs a change in mindset which will expand that process from a simple IT helpdesk to the complete enterprise, turning a helpdesk into an enterprise-wide service desk.

This is not a dream; it is being developed in some of the world's largest end-user focused organisations. Complete service management can be run from a central or remote locations, enabling proactive inclusive management of resources of the company. By allowing these systems to fall into day-to-day management of resources, people and IT, management streamlines and automates itself, improving ROI of resources and end users' efficiency.

Web-based clients enable customised views, access rights and support administration from any location - making a service desk truly compatible with any organisation. Customisation is so important to any large enterprise; we all know how many different parts of the business need that essential access.

With a browser-based client in place, the services beyond helpdesk technology can be offered. Problem management for problem resolution; service level management to govern the conditions in which IT support is provided; crisis management systems; asset management to track resources and web self-service can all be deployed across the same system. It combines so many business IT processes and integrates them into one adjustable, automated flexible system to service the whole enterprise. There is no way that a help desk could ever compete, even in its most elaborate form.

By ditching the helpdesk and using a service desk, your business will not need to react to the solution it has bought. It will adapt to you - a true solution to your problems.

About Magic Solutions

Magic Solutions (a division of Network Associates) is the leading provider of browser based service management, asset management and change management solutions. A complete service solution, Magic Solutions® Service Desk combines best in class software with industry best practices. Magic Solutions provides software that lowers costs, increases customer satisfaction and improves productivity. The flexible workflow software and solutions are used beyond IT, further increasing ROI and lowering the Total Cost of Ownership.

For more information email Neil Harvey at Magic Solutions

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