The Fourth-Generation Service Desk, And Why It’s a Mandate Today

Over the past 15 years, we’ve seen generations of service management platforms come and go—but many
critical limitations persist. Consequently, IT organizations, and the businesses they serve, suffer from a lack
of agility, poor service levels and high costs. This paper offers a look at the obstacles of prior generations of
service management platforms, and it reveals how a new generation of solutions addresses some of these
fundamental limitations.

Why are these existing platforms hurting today’s businesses? In the following section, we’ll outline the
evolution of platforms in the segment and describe some of the shortcomings that continue to confront
customers today.