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ITSM Crowd 22 – Service Desk 2020

The ITSM Crowd is our regular chat with ITSM Zone mentors and industry experts, covering all sorts of topics and giving practical advice to practitioners.  In episode 22, we looked at how the role of the service desk is evolving and what the service desk of the future might look like.

Thank you to Karen Ferris from Macanta Consulting for suggesting the topic, and to all of our guests: Damian Bowen, Michelle Major-Goldsmith, Simone Moore and Simon Dorst.

Building the service desk of the future

Some of the topics we covered were:

  • Does the service desk still have a role in the world of peer to peer support?
  • How do service desk skills need to change?
  • What does DevOps mean for the service desk?

Enjoy the episode, and don’t forget to subscribe to our channel for more ITSM Crowd discussions. If you’ve got a topic you’d like to discuss and want to be a guest in a future episode, just get in touch!


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