Critical Considerations before switching your Service Desk Tool

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Join leading industry thinker and our Chief Evangelist Patrick Bolger as he navigates the critical factors you must consider when selecting a new Service Desk tool.

Today more than any other point in IT’s history, it is essential your team has the tools capable of dealing with the new service landscape.

Service teams have witnessed an 8-fold increase in ticket volumes, a 14-fold increase in digital transformation projects, the shift to remote working made service requests more complex and required business processes to be adapted, will remain in flux well into the year ahead. Make no mistake, this is the era of hyper transformation and doing nothing to change, is a spectacularly bad idea.

The argument for ensuring your team has the solution capable of delivering the changing service journey is compelling. Ensuring the successful transition has never been so key.


  1. A modern framework for selecting your new Service Desk tool 
  2. The hidden pitfalls to avoid revealed
  3. Key capabilities to drive adoption and IT self-sufficiency


The edge indicators of those teams who do not invest in enabling change are already showing the stark reality. In both Q3 and Q4 2020, outsourcing of IT Service Desks grew by 60% each quarter, research by leading analysts highlight that 43% of board executives think they can outsource IT with no adverse effects.