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For a few decades, IT was mostly back office nerdery. We fixed computers and ate donuts. Help desk workers reset passwords. We certainly weren’t seen as strategic.
And then we arrived. Today, IT has become the backbone of nearly every business in the world, from Silicon Valley startups to global mining and manufacturing titans. The services you provide are no longer “nice to haves” — they’re business critical.
Which creates a huge opportunity: In an era defined by amazing experiences and rising expectations, how can service desk evolve? How can you combine strong ITSM frameworks like ITIL with modern tools that improve efficiency, collaboration, and customer satisfaction?
That’s exactly what you’ll learn in this guide. We’ll cover the three most common processes that every service desk should adopt, discuss why ITSM is a critical component of meeting rising customer expectations, and even introduce you to how Atlassian technology can help.
The result? You’ll be well on your way to delivering legendary IT service to your customers. So let’s get started!
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