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5 steps to successfully transforming end user support

IT has become the accelerant of modern businesses. Companies are investing more in their technology and so require wider reaching IT support. The Service Desk is becoming the backbone of organisations, as it not only serves to support growth, but it can improve the way work is completed, driving efficiencies and therefore cost savings.

However, for this to be achieved, the service needs to be efficient, well-managed and upto-date with the latest innovations. A service transformation project can help an organisation get to these benefits.

Service transformation is a term we use when building and deploying IT services. We embed formal processes and best practice frameworks into the operations of the service. Service transformation tends to infer an altered reality, rather than evolutionary process. Which can be a step change within an in-house structure, or
involve partially or fully outsourcing to a third party.

This whitepaper outlines each important stage of a transformation project, whilst also providing the reader with some tips and further insights – that are hopefully of interest.

In this whitepaper, you will get to explore the 5 main stages that companies wishing to transform their support service need to follow. These are:

    1. Scope definition
    2. Future state model identification
    3. Roadmap and service design
    4. Service transition phase
    5. Live service and continual service improvement
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