Cherwell Software’s European Managing Director, Tony Probert, has been interviewed and featured in the Thought Leadership section of the November/December 2009 issue of VitAL, Europe’s cutting edge publication for IT professionals.
The topic of the article is “The Flexible Service Desk” where Tony notes that today’s service desk and the software being used, must be flexible enough to meet the ever changing needs of customers and the business, if a service desk is incorporating best practices. Probert argues that for an effective service, “The four key issues will be: self-service; resolution at first call; reduced cost; and improved service. The service desk has to be able to put content in place to make all this possible and without the service desk building it well, it won’t work. If the current service desk software is not offering this level of functionality, the users will look for ones that do…..it isn’t unreasonable to expect that service desk software should be flexible and adaptable enough to flex sufficiently to accommodate unexpected future demands.”
Read the entire interesting and thought-provoking article at: http://www.vital-mag.net/2009/11/the-flexible-service-desk.
About VitAL
VitAL Magazine http://www.vital-mag.net is a bi-monthly publication that looks at the various key elements, attitudes, and trends of modern IT management and the impact this has on the business. Due to the uplifting, clean, and dynamic approach of the editorial the VitAL Magazine brand has become synonymous with cutting edge content that pushes boundaries and challenges its readers.
