What emerging trends in service desk management will help you advance your career?

1 AI and automation

One of the most prominent trends in service desk management is the use of artificial intelligence (AI) and automation to streamline workflows, reduce costs, and improve efficiency. AI and automation can help you perform tasks such as ticket classification, routing, prioritization, escalation, resolution, and feedback. They can also help you enhance your skills by providing you with insights, suggestions, and training. For example, you can use AI-powered chatbots to handle common queries, or use automation tools to execute scripts, run diagnostics, or apply patches.

3 Customer experience and satisfaction

A third trend that is influencing service desk management is the focus on customer experience and satisfaction. Customer experience and satisfaction are the key measures of your service quality and value, and they can affect your reputation, retention, and revenue. To enhance your customer experience and satisfaction, you need to adopt a customer-centric approach, which means understanding your customers' needs, expectations, and feedback, and delivering solutions that meet or exceed them. You also need to use tools and techniques that can help you measure, monitor, and improve your customer experience and satisfaction, such as surveys, ratings, reviews, analytics, and dashboards.

5 Collaboration and communication

A fifth trend that is affecting service desk management is the importance of collaboration and communication. Collaboration and communication are vital for you to work effectively with your team, your customers, and your stakeholders, and to achieve your goals and objectives. They can help you share knowledge, ideas, and feedback, solve problems, resolve conflicts, and build trust and rapport. You can improve your collaboration and communication skills by using tools and platforms that can facilitate your interaction, such as Slack, Teams, Zoom, or Jira, or by following best practices such as active listening, clear writing, and constructive feedback.

6 Innovation and creativity

A sixth trend that is shaping service desk management is the demand for innovation and creativity. Innovation and creativity are the drivers of your service improvement and differentiation, and they can help you deliver better value, quality, and satisfaction to your customers. They can also help you cope with challenges, changes, and opportunities in service desk management, and to find new ways of doing things. You can foster your innovation and creativity skills by adopting a growth mindset, seeking inspiration, experimenting, learning, and applying your knowledge and experience.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?