Organizations and individuals are moving towards cloud-based services and adoption of mobile devices exceeds the deployment of traditional PCs. The trend towards outsourcing also continues, meaning that more 'substitute' providers are providing technology support.
These developments mean that support managers need prepare themselves to meet the challenges of supporting mobile and remote workers and customers in an increasingly global and competitive market as well as meeting other demands of changing market conditions. While AXELOS' IT Service Management (ITSM) framework ITIL can give general guidance to help individuals and organizations manage the requirements of supporting the developing marketplace and improve their services within it, complementary sources of guidance can help add specific value.
This White Paper explores ITIL's integration with the HDI Support Center Standard to provide support centre-specific best practice for service desks and help desks and examines how the standards work 'better together'.
Read the full White Paper.
See our ITIL section to find out more about ITSM.