What Will the Future Service Desk Look Like?

IT service management is all about looking forward. We all strive for continual improvement. This goes hand in hand with technological innovation. Old service desks struggle to meet a greater demand for efficiency. They’re held back by things like dated support ticket systems, clunky functionality and poor cloud support. What upcoming trends will help fix longstanding problems? Here are our best guesses.

Problem: Poorly supported tech

Solution: Barcode scanning and augmented reality

Imagine you’ve opened up a server and you see a mess of wires. A lot of the time, you’d have to hunt for schematics online. With augmented reality, you could in theory scan a barcode inside the server. Then your phone would show you what you’re looking at with neat labels.

Barcode scanning could also help you source replacement parts or drivers, when you can’t rely on the hardware manufacturer. For unsupported hardware, it’ll probably get easier and more affordable to 3D print replacement parts.

Problem: Replacing/upgrading hardware

Solution: Modular hardware

Technology has revolutionised the way workers provide support. You can now get remote and virtual assistance. But there is still a need for on-site assistance. Companies want to minimize the time a