The IT service desk is in a great position to identify problem
areas relating to IT before other parts of the business are
impacted. As such, it needs the internal clout to feed back its
conclusions to the rest of the business. If this is done right then
a change in IT support strategy can help business save costs, and
help IT match more closely to what the business needs.
This is the fourth in our series of podcasts on next-generation
IT, produced in association with IBM.
See also:
In-depth article by Peter Bartram - How to change the business via
the IT service desk