SDITS 2010 Whitepaper
Mind The Gap
Over half of service desks have no mechanism for gathering suggestions from users about the IT services offered, undermining attempts to align IT with the needs of the business.
A white paper called ‘Mind the Gap’, produced by Hornbill and Service Desk Institute, cites research showing that most decisions about which IT services to deliver come from above the service desk, rather than by consulting with business users to understand what would help them work more effectively. This contradicts results to an earlier question in which 88 per cent of businesses claim to be providing IT services that customers want.
Download your copy of the whitepaper here.
