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.
This was first published in January 2009