From Fixers to Futurists:
Five Fundamentals of Value-Driven Service Desk Transformation
An insightful report
Technology has transformed the way we live and work. It's grown from being a tool to a strategic enabler for businesses. As the way organisations use technology evolves, so must their service desks.
Wanstor have had a front row seat to this evolution in technology adoption. We've first hand experienced how our role as a technology services provider has moved on from merely finding and fixing issues to helping our customers navigate complex and diverse systems that enable business success. This value based approach needs strategic alignment with customers, fundamentally changing how service desks operated.
We have commissioned this report to examine these fundamental shifts, evaluate the opportunities associated with IT service desk transformation and provide practical guidance to ensure long-term success.
Why should you download this report?
Packed with insights, strategies, and actionable steps to drive value with technology within your organisation, our report covers a range of topics that drive innovation and efficiency in modern service desks - transforming them from a cost-driven utility to a value-driven service. We dive into:
+ Cutting-edge trends shaping the future of service desks - particularly around how service desks can move beyond just monitoring issues to observe and analyse data to anticipate and eliminate issues.
+ Proven strategies for enhancing efficiency and customer satisfaction. We speak with the Chief Value & Innovation Officer at The Service Desk Institute, who shares how the role customer experience plays in service delivery and how digital experience (DEX) metrics are a better indicator of an MSP's performance.
+ Real-world case studies Wanstor's COO shares how we've successfully onboarded an AI-enabled ITSM tool to deliver faster resolutions for our customers and create successful transformations
+ Expert insights from industry leaders like the CIO at technology loving casual dining chain, wagamama, who shares how the changing technology trends have required a change in behaviours expected from their service desk employees.
Key contributors to this report
This report has been produced with our partners, The Service Desk Institute and our long standing customer, wagamama. Wanstor's own contributors include our CEO, COO and Service Transformation Manager.
Why Wanstor?
We're an award winning Managed IT Services Provider and Microsoft Solutions Partner for Modern Work, Azure Infrastructure and Security. We've partnered with well loved brands across the UK to support their users with technology adoption and have delivered IT Transformation projects with true business impact, enabling them to operate efficiently in a cloud-first environment. Our UK based 24/7 Support Centre supports over 90 customers within the UK and across the world. We were voted the Service Desk Institute's Managed Service Provider of the Year' in 2022 and 'Trusted Partner' in 2023, and have now been shortlisted for the 2024 - 2025 SDI Awards in two categories - MSP Service Desk of the Year, and Best Service Desk CX.
