The Service Desk ~ 2017 and Beyond18/06/12
Howard Kendall and Daniel Wood of the Service Desk Institute (SDI) have produced a paper that highlights the vision of both SDI and industry experts, service desk practitioners and managers for the service desk in 2017.
It identifies key areas of change and how service desks should develop in coming years to meet the future challenge.
Karen Ferris was one of the contributors.
You can read the paper here 2017 & Beyond.