The Fourth-Generation Service Desk, and Why It’s a Mandate Today
Over the past 15 years, we’ve seen generations of service management platforms come and go—but many critical limitations persist. Consequently, IT organizations, and the businesses they serve, suffer from a lack of agility, poor service levels and high costs. This paper offers a look at the obstacles of prior generations of service management platforms, and it reveals how a new generation of solutions addresses some of these fundamental limitations.
