"EMA has long believed that the service desk represents an area of investment for the enterprise," states Lisa Erickson-Harris, EMA research director and study leader. "Our research confirmed that " even in this down economy " companies view the help/service desk as a place where spending can drive returns through technology automation, the introduction of self-service and consolidation in operations."
For this study, EMA surveyed 158 IT professionals with help/service desk responsibility and familiarity with their organization's ITSM initiatives. This quantitative data was complemented by 14 in-depth telephone interviews. The research examined major initiatives taking place in corporate help/service desk operations and explored topics such as best practices, operational metrics, management priorities and integration needs. Some of the key findings include:
Surprisingly, only 32 percent of respondents indicated that they had already implemented password reset technology while 41 percent are planning to do so.
"While the help/service desk has a lot on its plate," Erickson-Harris continues. "There are clear opportunities for significant operational cost savings. EMA believes that efforts to expand the footprint of the service desk will also improve the user experience and raise the credibility of IT throughout the organization."
Erickson-Harris will share additional highlights from the study during a free 45-minute Webinar on April 23. To further support enterprises looking to evolve their help desk into a modern service desk, EMA also offers a free Service Desk/Help Desk Solutions Center that profiles 17 leading products.
The complete research report is available for purchase online at the special price of $395 through May 8, 2009. About Enterprise Management Associates Founded in 1996, Enterprise Management Associates (EMA) is a leading industry analyst and consulting firm dedicated to the IT management market. The firm provides IT vendors and enterprise IT professionals with objective insight into the real-world business value of long-established and emerging technologies, ranging from security, storage and IT Service Management (ITSM) to the Configuration Management Database (CMDB), virtualization and service-oriented architecture (SOA). Even with its rapid growth, EMA has never lost sight of the client, and continues to offer personalized support and convenient access to its analysts. For more information on the firm's IT Management Research Library, free online IT Management Solutions Center and IT consulting offerings, visit www.enterprisemanagement.com or follow EMA on Twitter.