THE GAPS

THE ROAD AHEAD

52%of service desk professionalsare struggling with their current service desk tool

Inability to easily produce metrics and reports

38%Outdated or complicated service desk tool

Lack of integrated knowledge tools

Low self-service adoption

50%

50%

44%

42%

Fire-fighting due to heavy workload

38%Struggling with the current service desk tool

Speaking with customers and building relationships

Struggling with self-service end-user adoption

69%

38%

33%

32%

Pain areas in the service desk Most time spent in the service desk

A clear theme running through this research is that the ITSM tool must be both simple to use and easy to

modify, and this statement is again validated by 69% of respondents who spend most of their time

fire-fighting due to heavy workload and 50% of respondents who are stuck with an outdated or

complicated service desk tool.

Top influences for ITSM tool selection

For the majority of service desk professionals in 2015, there is a singular new demand for their ITSM toolset –

save us time and resources through automation.

There is a recognizable drive to increase the value of the service desk to the business. For many service desks,

this will be a marketing activity, a drive to change the perception of IT and the service desk and communicate

the value IT services bring to the business.

With the ITSM tool

Lacking automation in core processes, limited self-service functions, and unavailability of an integrated CMDB are the top frustrations with service desk features. These are also the top three key innovation areas customers would want ITSM tools to focus on.

Features Reporting Usability

13%29% 11%

Innovation

With the ITSM vendor

ITSM tool procurement is not just about purchasing a so�ware but the beginning of a partnership between the vendor and the service desk that is likely to last for many years.

Support Relationship

30% 25% 23%

Freshservice, along with Service Desk Institute (SDI), conducted a joint research, “Life on the Service Desk in 2016: View from the Frontline,” which provides valuable insights into the current frustrations of service desk professionals, from lack of reliability to dearth of innovation in the ITSM tool.

For insights into the service desk industry’s emerging needs, access the report at

TOP FRUSTRATIONS

WHAT MATTERS

62% 60% 57%Self-service capabilities

Ease of use and UI

Product features and functionality

Automationcapabilities

56%

Life on theService Desk

Top service desk priorities for 2016

74%63% 47% 43%

Improving service desk performance

Increasing our value to the

business

Using more automation

Succeeding with

self-service

Reducing inbound calls/

emails

59%

www.freshservice.com/life-service-desk-report