What's so great about a help desk? Plenty, if it has kept pace with evolving information technology. With today's converged networks, such a simplistic, "help is just a phone call away" approach no longer works. Costs associated with on-site support have skyrocketed for one reason: more things can go wrong when the network becomes more complex. The CIOs focused on survival understand that it's crucial to transform outdated "help desks," which rely primarily upon telephone communication, into efficiently managed "service desks" that easily and economically accommodate multiple forms of interaction - from voice and data to e-mail and instant messaging.
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