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Tools of the Trade: Automation, Integration, and Workflow Optimization to Achieve World-Class Service Support

Service support professionals know that the job of the help desk has changed. It has further reach, more robust tracking requirements, involvement in change management and is central to ITIL best practice initiatives. The modern service desk is expected to do much, often with fewer resources and higher quality standards. Its best defense is essentially an offense—tools that can extend the reach of service desk personnel.

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