IT faces special challenges that differ from other customer service functions. On one hand, there is constant pressure to reduce budget and do more with less. On the other hand, the consumerization of IT has impacted end user devices as well as the experience expected from enterprise systems and IT staff. How can IT meet both demands?
The key is technology to help improve communication with end users, identify and resolve issues quickly, and deflect issues to self-service wherever possible. By employing the right technology, IT can reach a new level of agility, streamline operations, and drive innovation.