The document discusses evolving IT service desks to better meet business and customer needs. It notes that CEO agendas prioritize customer care, product innovation, and IT performance. Customers want faster support, better information access, and more innovative ideas from IT. To evolve, service desks need to focus on business goals, optimize existing technologies, understand trends, and adapt infrastructure, business tools, and services. The future involves incentivizing alignment, changing ticket mixes, intervening early, closing tickets on time, and gathering feedback to improve experiences. Key questions are how to drive more self-service, share experiences with customers, establish metrics and service level agreements, ensure expertise is cross-functional, and define the skills of modern service desk agents

1. Helpdesk 2.0 (Service Desk) Tim Young “ Shift Happens”

2. “ The future is here – its just unevenly distributed.” – William Gibson

4. What's leading the CEO’s agenda? Sales Productivity 36% Customer Care 35% Product Service Innovation 30% IT Capabilities / Performance 29% Business Performance Monitoring 23% Source: IDC

5. What the community wants! Need To Speed Up! 32% Improve Information Access 32% More Innovative Ideas From IT 29% Improve IT Support 25% Support Modern Tools 24% More High Value Business Services 23% Source: IDC

7. How do we evolve? Telecommunications Infrastructure Business Technology Adaptive Capacity Service