Service desk strategy
A service desk that removes work, instead of shifting it
Let your Microsoft service desk grow up. The goal is not to shift work endlessly to the next team or the end user, but to remove unnecessary work. Automate the repeatable and keep your people free for the work that needs judgment.
The strategy series
Shift-left on the service desk: what to automate first
Resolve work at the earliest, cheapest point in the chain. Move repeatable access and license work to self-service and automation, without pushing it onto the user.
Read the article →AutomationScale your service desk without growing headcount
Ticket volume grows faster than budget. Let automation absorb the repetitive identity and license work.
Read the article →ITILITIL request fulfilment without the ticket: a Microsoft approach
Many service requests are about access and follow an attribute. Map request fulfilment to attribute-driven assignment in Entra ID.
Read the article →IntuneZero-touch Apple deployment with Intune and Apple DEP
With Apple Automated Device Enrollment and Microsoft Intune, a Mac or iPhone gets itself ready out of the box.
Read the article →ITSMITSM maturity assessment: where does your service desk stand?
A practical maturity model, from reactive to hyperautomation. Find out where you stand and how to take a meaningful step up.
Read the article →AccessStop handling access requests by hand
Access requests are a large part of service desk work. Automate group membership from attributes instead of per ticket.
Read the article →ITSM & ESM Consultancy
Help with the route
Want to first establish where you stand and what the smartest next step is? We offer ITSM and ESM consultancy: vision, strategy, maturity assessment, tool selection, IT advice, and guiding ITSM projects.