The traditional break/fix paradigm where analysts sit in a locked room with telephone headsets and their IT only knowledge is fading fast. Since its inception 25 years ago, ITIL has defined the Service Desk as a function, not a process, not a place, but a group of professionals dedicated to increasing the productivity of the workforce. new technology and transitioning business practices have led to new perspectives on how to implement productivity in the mobile, genius-bar centric world. 

<script type="text/javascript" src="https://www.brighttalk.com/clients/js/embed/embed.js"></script> <object class="BrightTALKEmbed" width="705" height="660">     <param name="player" value="channel_player"/>     <param name="domain" value="https://www.brighttalk.com"/>     <param name="channelid" value="6447"/>     <param name="communicationid" value="122941"/>     <param name="autoStart" value="true"/>     <param name="theme" value=""/> </object>