Today's IT help desks are facing challenges on every front. Reliance on IT infrastructure, hardware, and software continues to grow — software outages and other IT-related downtime become less acceptable over time, as all business increasingly becomes developed, automated, and managed using information technology. Users continually want reductions in both call-response times and, in particular, call-resolution times. And budgets continue to remain tight, leaving most companies with internal help desks to scramble to find new ways to "do more with less."
The Benefits of Consolidation
For many companies, consolidating multiple help desks can provide company-wide benefits, including cost savings, improved service levels, enterprise-wide consistency, and access to a centralized repository of IT information. Yet, in order for companies to reap all of the benefits that consolidation has to offer, they must establish a highly structured and documented process that will enable them to achieve success.