The New Identity Of The Service Desk

Eveline Oehrlich

Service support functions have many names. Some of them are called a help desk, and others have moved on to be a service desk. But there is more out there to tackle! Is your service desk ready for a new identity? I am a huge fan of the IT support organization, as they help us when we need them . . . but to call them a help desk or a service desk . . . Really? Think about all the things we want and need them to do for us — I think this important function should get a new name!

Here are some new functional names that we (Forrester) came up with. Please tell us which one you like! Or tell us a name you like! As Victor Hugo said, “The future has many names: For the weak, it means the unattainable. For the fearful, it means the unknown. For the courageous, it means opportunity.” Looking forward to hear from you.