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The Conflict Between IT and Business Ends Now: How Leading Organizations Improve Support and Meet Expectations

A cold war is defined as a prolonged state of tension between powers without actual direct fighting breaking out. Given that definition, one could certainly classify the relationship at many businesses between IT support staff and the end-users they support as a cold war. And for modern IT departments, the challenges they face in providing help desk support and meeting end-user expectations are even more difficult than in the past. But Aberdeen Research shows that there is a way for leading IT organizations to meet these high expectations and build an environment where end-users and IT work together to solve problems, rather than fight and complain about each other. In this report, we look at the challenges of IT service management, both from the end-user perspective and the IT staff point of view, and look at how leading organizations are able to take advantage of modern approaches to improve support and service, reduce the costs of service, and speed response to increase user satisfaction and productivity.

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