Attention all professionals in need of efficient Service Desk Management!
Are you tired of sifting through endless emails and requests to prioritize and tackle the most pressing issues? Look no further!
Our Service Desk Knowledge Base is here to make your life easier.
It consists of the most important questions to ask for urgent and scoped Service Desk tasks, ensuring that you get results quickly and effectively.
Our dataset offers a comprehensive compilation of 1538 prioritized requirements, proven solutions, and tangible benefits of Service Desk Management.
We have also included real-life case studies and use cases to showcase the successful implementation of our system.
Compared to other competitors and alternatives, our Service Desk Management dataset stands out as a top choice for professionals.
With easy accessibility and straightforward integration into your workflow, our product is designed to save you time and effort.
Its DIY approach makes it an affordable alternative to expensive software and consultants.
Let′s dive into the details.
Our product boasts an extensive overview of its features and specifications, giving you all the information you need to make an informed decision.
Furthermore, our dataset is unique in its focus on Service Desk Management, making it more specialized and tailored to your specific needs compared to semi-related products.
But why should you choose our product over others? The answer is simple - efficiency.
By utilizing our Service Desk Knowledge Base, you can expect streamlined processes, improved task prioritization, and faster issue resolution.
Our extensive research on Service Desk Management has allowed us to create a user-friendly and effective solution for professionals like you.
Don′t just take our word for it - businesses of all sizes have seen significant improvements in their service desk management with our product.
And the best part? Our product is cost-effective and offers a higher return on investment compared to hiring additional staff or investing in expensive software.
We understand that every product has its pros and cons.
However, with our Service Desk Knowledge Base, we can confidently say that the benefits outweigh any drawbacks.
The convenience, efficiency, and cost savings make it a valuable asset to any organization.
In summary, our Service Desk Management dataset is an all-in-one solution for professionals in need of efficient service desk management.
With its user-friendly interface, extensive research, and proven results, our product will revolutionize the way you handle service desk tasks.
Don′t wait any longer - try it out for yourself and experience the difference!
What impact does an active stakeholder management in the context of adopting RPA within IT service desks have on the adoption? When it comes to management support in the context of adopting RPA within IT service desks, in what way does it affect the adoption? What did your service desk/business do to prepare for your Digital Transformation project?
Service Desk Management
Effective stakeholder management in RPA adoption for IT service desks increases buy-in and support, leading to smoother and successful implementation.
1. Effective communication with stakeholders ensures their buy-in and support for RPA adoption.
2. Regular updates and training sessions for stakeholders help in smooth integration of RPA into service desk processes.
3. Involving stakeholders in the RPA implementation process helps address any concerns or challenges they may have early on.
4. Building strong relationships with stakeholders through active management can improve the success rate of RPA adoption in the service desk.
5. Understanding the needs and expectations of stakeholders can help tailor RPA solutions to meet their specific requirements.
6. Effective stakeholder management can help identify potential risks and develop mitigation strategies before they become major roadblocks in the RPA implementation process.
7. Soliciting feedback from stakeholders can help continuously improve RPA processes and increase its efficiency.
8. Engaging stakeholders in RPA discussions can help generate new ideas and perspectives, leading to creative and innovative solutions.
9. Active stakeholder management can help build a positive organizational culture around RPA adoption, leading to a smoother and more successful implementation.
10. Continuously involving stakeholders in the RPA journey can help foster a sense of ownership and accountability among them, resulting in better adoption and utilization of RPA within the service desk.
CONTROL QUESTION: What impact does an active stakeholder management in the context of adopting RPA within IT service desks have on the adoption?
Big Hairy Audacious Goal (BHAG) for 10 years from now:
Big Hairy Audacious Goal: By 2030, the widespread adoption of active stakeholder management in the context of adopting RPA within IT service desks will lead to a significant reduction in operational costs, improved efficiency, and enhanced customer satisfaction, positioning service desk management as a key strategic partner in driving digital transformation.
As organizations continue to recognize the potential of robotic process automation (RPA) to increase productivity and streamline processes, the demand for RPA in IT service desks is expected to grow significantly over the next 10 years. However, the success of RPA implementation in service desks hinges on effective stakeholder management.
To achieve this ambitious goal, service desk management must prioritize active stakeholder management throughout the RPA adoption process. This means proactively engaging and involving all stakeholders, from top-level executives to end-users, in decision-making, planning, and training. This approach ensures that everyone is aligned and invested in the adoption of RPA, leading to a smoother transition and faster realization of its benefits.
By actively managing stakeholders, service desk management will build a strong foundation for RPA adoption, resulting in:
1. Reduced Operational Costs: With a well-managed RPA implementation, service desks can achieve significant cost savings through increased efficiency and reduced manual labor. This will lead to a more cost-effective and streamlined service delivery, enabling service desk teams to focus on more critical tasks.
2. Improved Efficiency: Optimal stakeholder management will result in a thorough understanding of organizational requirements, allowing for a tailored RPA implementation that maximizes efficiency. Automated processes will enable service desk agents to handle routine tasks quickly, allowing them to prioritize more complex and value-added work.
3. Enhanced Customer Satisfaction: The use of RPA can help service desks provide faster and more accurate responses to customer inquiries, leading to improved customer satisfaction. Better communication and transparency with stakeholders will also build trust and confidence in the service desk′s capabilities.
Furthermore, effective stakeholder management will position service desk management as a crucial partner in driving digital transformation within the organization. As RPA becomes more prevalent, service desks will be at the forefront of innovation, constantly striving to identify new ways to improve processes and deliver better customer experiences.
In conclusion, adopting an active stakeholder management approach in the context of RPA adoption within IT service desks will have a profound impact on the efficiency, cost-effectiveness, and customer satisfaction of service desk management. By 2030, this effort will establish service desks as highly strategic and essential components of organizational success, driving digital transformation and ensuring continued growth and success.
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Introduction:
The adoption of Robotic Process Automation (RPA) in IT service desks has been a growing trend in recent years. RPA has shown promising results in streamlining and automating various routine tasks in the service desk, leading to improved efficiency and cost savings. However, the introduction of RPA also brings challenges in terms of change management, stakeholder buy-in, and ensuring a smooth adoption process. This case study will analyze the impact of active stakeholder management on the adoption of RPA within IT service desks, using a consulting approach.
Synopsis of Client Situation:
Our client, a large multinational corporation, had recently decided to adopt RPA in its IT service desks to improve operational efficiency and reduce costs. The organization had a complex IT infrastructure with multiple service desks spread across different geographies, resulting in high labor costs and lengthy response times. They saw potential in RPA to automate the routine and repetitive tasks in their service desks, freeing up their staff for higher-value work. However, the implementation of RPA was met with resistance from stakeholders, including service desk employees, managers, and end-users. The client sought our consulting services to ensure a successful adoption of RPA with minimal disruption to their existing processes and to mitigate resistance from stakeholders.
Consulting Methodology:
Our consulting methodology for this engagement included the following steps:
1. Stakeholder Analysis: We conducted a thorough analysis of all stakeholders involved in the RPA adoption process. This included identifying their interests, concerns, and potential impact on the adoption. We also categorized stakeholders based on their level of influence and involvement.
2. Communication Plan: Based on the stakeholder analysis, we developed a comprehensive communication plan that outlined the key messages, stakeholders to be targeted, and the most effective communication channels.
3. Change Management Plan: We created a change management plan that outlined the steps needed to address the concerns and resistance of stakeholders. This included strategies for engaging and involving stakeholders in the adoption process.
4. Training and Support: As RPA adoption would bring about changes in work processes, we developed training modules to equip the service desk employees with the necessary skills and knowledge to work alongside RPA. We also provided continuous support to address any technical or operational issues that may arise during the adoption process.
5. Monitoring and Evaluation: We established key performance indicators (KPIs) to measure the success of the RPA adoption. The KPIs were focused on efficiency, cost savings, and employee satisfaction, among others. We also conducted regular check-ins with stakeholders to gauge their sentiments and address any concerns or challenges.
Deliverables:
Our deliverables for this engagement included the stakeholder analysis report, communication plan, change management plan, training modules, implementation progress reports, and final evaluation report.
Implementation Challenges:
The implementation of RPA in IT service desks was not without its challenges. Some of the key challenges we faced were:
1. Stakeholder Resistance: The biggest challenge was to manage the resistance from stakeholders, particularly service desk employees who feared losing their jobs to automation. We addressed this concern through regular communication and involving them in the design and implementation of RPA.
2. Technical Integration: Integrating RPA into the existing IT infrastructure proved to be a technical challenge, as the systems and processes were not designed to work with automation. We worked closely with the IT department to ensure a smooth integration of RPA.
3. Compliance: As the client operated in multiple countries, compliance with local regulations and data privacy laws was a major challenge. We provided guidance and support in ensuring compliance while implementing RPA.
KPIs and Management Considerations:
The success of our consulting engagement was measured through the following KPIs:
1. Efficiency: We measured the efficiency gain by tracking the average time taken to complete tasks before and after the adoption of RPA. We also evaluated the reduction in manual errors in task execution.
2. Cost Savings: We tracked the cost savings achieved through the automation of routine tasks and reduced labor costs.
3. Employee Satisfaction: Employee satisfaction was measured through surveys and feedback sessions, to understand their sentiments towards RPA adoption and its impact on their work.
4. ROI: The return on investment was calculated by comparing the cost of implementing RPA with the cost savings achieved through automation.
Conclusion:
Through our active stakeholder management approach, we were able to successfully implement RPA in the client′s IT service desks, resulting in improved efficiency, cost savings, and employee satisfaction. Our approach not only mitigated resistance from stakeholders but also ensured their active involvement in the adoption process, leading to a smoother transition. The tangible benefits achieved through RPA adoption have encouraged the organization to consider expanding its use in other areas, contributing to its overall digital transformation journey.
Citations:
1. Deloitte Consulting LLP. (2018). Driving value through active stakeholder management. Retrieved from https://www2.deloitte.com/us/en/insights/industry/manufacturing/stakeholder-management-digital-transformation-strategy.html
2. KPMG International. (2018). The impact of RPA on the service desk function. Retrieved from https://assets.kpmg/content/dam/kpmg/pdf/2018/07/rpa-service-desk-function.pdf
3. IDC. (2019). RPA in the service desk environment: defining its business value and best practices. Retrieved from https://www.idc.com/getdoc.jsp?containerId=US44655019
Are you tired of sifting through endless emails and requests to prioritize and tackle the most pressing issues? Look no further!
Our Service Desk Knowledge Base is here to make your life easier.
It consists of the most important questions to ask for urgent and scoped Service Desk tasks, ensuring that you get results quickly and effectively.
Our dataset offers a comprehensive compilation of 1538 prioritized requirements, proven solutions, and tangible benefits of Service Desk Management.
We have also included real-life case studies and use cases to showcase the successful implementation of our system.
Compared to other competitors and alternatives, our Service Desk Management dataset stands out as a top choice for professionals.
With easy accessibility and straightforward integration into your workflow, our product is designed to save you time and effort.
Its DIY approach makes it an affordable alternative to expensive software and consultants.
Let′s dive into the details.
Our product boasts an extensive overview of its features and specifications, giving you all the information you need to make an informed decision.
Furthermore, our dataset is unique in its focus on Service Desk Management, making it more specialized and tailored to your specific needs compared to semi-related products.
But why should you choose our product over others? The answer is simple - efficiency.
By utilizing our Service Desk Knowledge Base, you can expect streamlined processes, improved task prioritization, and faster issue resolution.
Our extensive research on Service Desk Management has allowed us to create a user-friendly and effective solution for professionals like you.
Don′t just take our word for it - businesses of all sizes have seen significant improvements in their service desk management with our product.
And the best part? Our product is cost-effective and offers a higher return on investment compared to hiring additional staff or investing in expensive software.
We understand that every product has its pros and cons.
However, with our Service Desk Knowledge Base, we can confidently say that the benefits outweigh any drawbacks.
The convenience, efficiency, and cost savings make it a valuable asset to any organization.
In summary, our Service Desk Management dataset is an all-in-one solution for professionals in need of efficient service desk management.
With its user-friendly interface, extensive research, and proven results, our product will revolutionize the way you handle service desk tasks.
Don′t wait any longer - try it out for yourself and experience the difference!
Discover Insights, Make Informed Decisions, and Stay Ahead of the Curve:
Key Features:
Comprehensive set of 1538 prioritized Service Desk Management requirements. - Extensive coverage of 219 Service Desk Management topic scopes.
- In-depth analysis of 219 Service Desk Management step-by-step solutions, benefits, BHAGs.
- Detailed examination of 219 Service Desk Management case studies and use cases.
- Digital download upon purchase.
- Enjoy lifetime document updates included with your purchase.
- Benefit from a fully editable and customizable Excel format.
- Trusted and utilized by over 10,000 organizations.
- Covering: IT Support, Service Reliability, Troubleshooting Issues, Application Development, Involvement Culture, Service Desk Team, Critical Success Factors, Patch Management, Service Desk Governance, IT Staffing, Purchase Requisitions, Service Desk ROI, Service Desk Communication, Collaborative Support, Digital Workflow, IT Environment, IT Service Desk, Trend Analysis, Service Level Objectives, Data Recovery, User Authentication, Budget Management, Active Directory, Service Level Agreements, Service Desk Challenges, IT Service Continuity Management, Service Desk Training, Customer Feedback Management, Data Privacy, Disaster Recovery, Service Desk Outsourcing, Peer Interaction, Service Desk Integration, Backup Frequency, Service Desk Support, Decision Support, End User Training, Backup Policies, Capacity Management, Help Desk Software, Disaster Recovery Planning, Performance Metrics, Service Request Management, Service Desk Benefits, User Satisfaction Surveys, Collaboration Tools, Auditing And Compliance, Software Upgrades, Service Desk Performance, Data Backup, Service User Experience, Knowledge Capture, Network Segmentation, Organizational Success, Security Audits, Efficient Distribution, Service Metrics Analysis, Operating System Issues, Annual Contracts, Asset Disposal, Business Continuity, Onboarding Support, KPIs Development, Asset Tracking Software, Security Updates, Database Management, Service Desk Customer Support, Technical Analysis, Continual Service Improvement, Mobile Device Management, Service Desk Reporting, Capacity Planning, Change Acceptance, Network Connectivity, Service Desk Knowledge Management, Anti Virus Protection, Cost Reduction, Field Service Tools, Service Desk Tickets, Current Release, Service Desk, Asset Procurement, Service Desk Efficiency, Service asset and configuration management, Service Desk Evaluation, Collaborative Leverage, Service Desk Optimization, Web Conferencing, Service Level Management, SLA Monitoring, CMMi Level 3, Service Desk Staffing, Smart Logistics, Average Transaction, AI Practices, ADA Compliance, Service Desk Analytics, ITSM, ITIL Service Desk, ITIL Practices, It Needs, Voice Over IP, Desktop Virtualization, Service Desk Tools, Key Success Factors, Service Desk Automation, Service Desk Processes, Business Transformation, Out And, Departmental Level, Agent Desktop, Malware Detection, ITIL Framework, Service Desk Assessment, Server Virtualization, Service Desk Trends, Career Development, Incident Response, Six Sigma Deployment, Email Configuration, Supplier Service Review, Supplier Outsourcing, Service Desk Maturity, Workforce Management, Knowledge Base Management, Server Clustering, WYSIWYG editor, Maximizing Value, JIRA, Service Desk Technology, Service Desk Innovation, Installation Assistance, Server Management, Application Monitoring, Service Desk Operations, Release Scope, Customer Insights, Service Desk Project Management, Problem Management, Information Technology, Cyber Threats, Improved Efficiency, Service Desk Management, Service Desk Strategy, Hardware Procurement, IT support in the digital workplace, Flexible Work Culture, Configuration Management, Quality Assurance, Application Support, Ticket Management, User Provisioning, Service Desk Service Level Agreements, System Maintenance, Service Desk Portal, Web Browser Issues, Printer Setup, Firewall Configuration, Software Licensing, Service Desk Culture, Performance Testing, Remote Troubleshooting, Atlassian Platform, Service Desk Future Trends, It Just, Customer Service, Service Requests, Portfolio Evaluation, Cloud Computing, Service Desk Metrics, IT Systems, Virtual Private Network, Performance Optimization, System Updates, Service Desk Implementation, Technology Strategies, Vendor Management, Configuration Monitoring, RPA Adoption, Self Service Portals, Call Escalation, Management Systems, Hardware Diagnostics, Configuration Items, Service Desk Leadership, Wireless Networking, Firewall Management, Root Cause Analysis, Change Management, Service Desk Costs, Risk Practices, Change Advisory Board, Root Cause Elimination, Service Catalog Management, Productivity Metrics, Service Desk Models, Performance Based Incentives, Supplier Quality, End-user satisfaction, Service Desk Solutions, Adaptation Strategies, Storage Management, Asset Tracking, Remote Access, Problem Identification, Service Desk KPIs, Service Desk Transformation, Network Monitoring, Big Data, Desktop Support, Customer Satisfaction, Asset Decommissioning, Spam Filtering, Authentication Process, Action Plan, Data Encryption, Self Service Capabilities, Digital Transformation in Organizations, IT Governance
Service Desk Management Assessment Dataset - Utilization, Solutions, Advantages, BHAG (Big Hairy Audacious Goal):
Service Desk Management
Effective stakeholder management in RPA adoption for IT service desks increases buy-in and support, leading to smoother and successful implementation.
1. Effective communication with stakeholders ensures their buy-in and support for RPA adoption.
2. Regular updates and training sessions for stakeholders help in smooth integration of RPA into service desk processes.
3. Involving stakeholders in the RPA implementation process helps address any concerns or challenges they may have early on.
4. Building strong relationships with stakeholders through active management can improve the success rate of RPA adoption in the service desk.
5. Understanding the needs and expectations of stakeholders can help tailor RPA solutions to meet their specific requirements.
6. Effective stakeholder management can help identify potential risks and develop mitigation strategies before they become major roadblocks in the RPA implementation process.
7. Soliciting feedback from stakeholders can help continuously improve RPA processes and increase its efficiency.
8. Engaging stakeholders in RPA discussions can help generate new ideas and perspectives, leading to creative and innovative solutions.
9. Active stakeholder management can help build a positive organizational culture around RPA adoption, leading to a smoother and more successful implementation.
10. Continuously involving stakeholders in the RPA journey can help foster a sense of ownership and accountability among them, resulting in better adoption and utilization of RPA within the service desk.
CONTROL QUESTION: What impact does an active stakeholder management in the context of adopting RPA within IT service desks have on the adoption?
Big Hairy Audacious Goal (BHAG) for 10 years from now:
Big Hairy Audacious Goal: By 2030, the widespread adoption of active stakeholder management in the context of adopting RPA within IT service desks will lead to a significant reduction in operational costs, improved efficiency, and enhanced customer satisfaction, positioning service desk management as a key strategic partner in driving digital transformation.
As organizations continue to recognize the potential of robotic process automation (RPA) to increase productivity and streamline processes, the demand for RPA in IT service desks is expected to grow significantly over the next 10 years. However, the success of RPA implementation in service desks hinges on effective stakeholder management.
To achieve this ambitious goal, service desk management must prioritize active stakeholder management throughout the RPA adoption process. This means proactively engaging and involving all stakeholders, from top-level executives to end-users, in decision-making, planning, and training. This approach ensures that everyone is aligned and invested in the adoption of RPA, leading to a smoother transition and faster realization of its benefits.
By actively managing stakeholders, service desk management will build a strong foundation for RPA adoption, resulting in:
1. Reduced Operational Costs: With a well-managed RPA implementation, service desks can achieve significant cost savings through increased efficiency and reduced manual labor. This will lead to a more cost-effective and streamlined service delivery, enabling service desk teams to focus on more critical tasks.
2. Improved Efficiency: Optimal stakeholder management will result in a thorough understanding of organizational requirements, allowing for a tailored RPA implementation that maximizes efficiency. Automated processes will enable service desk agents to handle routine tasks quickly, allowing them to prioritize more complex and value-added work.
3. Enhanced Customer Satisfaction: The use of RPA can help service desks provide faster and more accurate responses to customer inquiries, leading to improved customer satisfaction. Better communication and transparency with stakeholders will also build trust and confidence in the service desk′s capabilities.
Furthermore, effective stakeholder management will position service desk management as a crucial partner in driving digital transformation within the organization. As RPA becomes more prevalent, service desks will be at the forefront of innovation, constantly striving to identify new ways to improve processes and deliver better customer experiences.
In conclusion, adopting an active stakeholder management approach in the context of RPA adoption within IT service desks will have a profound impact on the efficiency, cost-effectiveness, and customer satisfaction of service desk management. By 2030, this effort will establish service desks as highly strategic and essential components of organizational success, driving digital transformation and ensuring continued growth and success.
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Service Desk Management Case Study/Use Case example - How to use:
Introduction:
The adoption of Robotic Process Automation (RPA) in IT service desks has been a growing trend in recent years. RPA has shown promising results in streamlining and automating various routine tasks in the service desk, leading to improved efficiency and cost savings. However, the introduction of RPA also brings challenges in terms of change management, stakeholder buy-in, and ensuring a smooth adoption process. This case study will analyze the impact of active stakeholder management on the adoption of RPA within IT service desks, using a consulting approach.
Synopsis of Client Situation:
Our client, a large multinational corporation, had recently decided to adopt RPA in its IT service desks to improve operational efficiency and reduce costs. The organization had a complex IT infrastructure with multiple service desks spread across different geographies, resulting in high labor costs and lengthy response times. They saw potential in RPA to automate the routine and repetitive tasks in their service desks, freeing up their staff for higher-value work. However, the implementation of RPA was met with resistance from stakeholders, including service desk employees, managers, and end-users. The client sought our consulting services to ensure a successful adoption of RPA with minimal disruption to their existing processes and to mitigate resistance from stakeholders.
Consulting Methodology:
Our consulting methodology for this engagement included the following steps:
1. Stakeholder Analysis: We conducted a thorough analysis of all stakeholders involved in the RPA adoption process. This included identifying their interests, concerns, and potential impact on the adoption. We also categorized stakeholders based on their level of influence and involvement.
2. Communication Plan: Based on the stakeholder analysis, we developed a comprehensive communication plan that outlined the key messages, stakeholders to be targeted, and the most effective communication channels.
3. Change Management Plan: We created a change management plan that outlined the steps needed to address the concerns and resistance of stakeholders. This included strategies for engaging and involving stakeholders in the adoption process.
4. Training and Support: As RPA adoption would bring about changes in work processes, we developed training modules to equip the service desk employees with the necessary skills and knowledge to work alongside RPA. We also provided continuous support to address any technical or operational issues that may arise during the adoption process.
5. Monitoring and Evaluation: We established key performance indicators (KPIs) to measure the success of the RPA adoption. The KPIs were focused on efficiency, cost savings, and employee satisfaction, among others. We also conducted regular check-ins with stakeholders to gauge their sentiments and address any concerns or challenges.
Deliverables:
Our deliverables for this engagement included the stakeholder analysis report, communication plan, change management plan, training modules, implementation progress reports, and final evaluation report.
Implementation Challenges:
The implementation of RPA in IT service desks was not without its challenges. Some of the key challenges we faced were:
1. Stakeholder Resistance: The biggest challenge was to manage the resistance from stakeholders, particularly service desk employees who feared losing their jobs to automation. We addressed this concern through regular communication and involving them in the design and implementation of RPA.
2. Technical Integration: Integrating RPA into the existing IT infrastructure proved to be a technical challenge, as the systems and processes were not designed to work with automation. We worked closely with the IT department to ensure a smooth integration of RPA.
3. Compliance: As the client operated in multiple countries, compliance with local regulations and data privacy laws was a major challenge. We provided guidance and support in ensuring compliance while implementing RPA.
KPIs and Management Considerations:
The success of our consulting engagement was measured through the following KPIs:
1. Efficiency: We measured the efficiency gain by tracking the average time taken to complete tasks before and after the adoption of RPA. We also evaluated the reduction in manual errors in task execution.
2. Cost Savings: We tracked the cost savings achieved through the automation of routine tasks and reduced labor costs.
3. Employee Satisfaction: Employee satisfaction was measured through surveys and feedback sessions, to understand their sentiments towards RPA adoption and its impact on their work.
4. ROI: The return on investment was calculated by comparing the cost of implementing RPA with the cost savings achieved through automation.
Conclusion:
Through our active stakeholder management approach, we were able to successfully implement RPA in the client′s IT service desks, resulting in improved efficiency, cost savings, and employee satisfaction. Our approach not only mitigated resistance from stakeholders but also ensured their active involvement in the adoption process, leading to a smoother transition. The tangible benefits achieved through RPA adoption have encouraged the organization to consider expanding its use in other areas, contributing to its overall digital transformation journey.
Citations:
1. Deloitte Consulting LLP. (2018). Driving value through active stakeholder management. Retrieved from https://www2.deloitte.com/us/en/insights/industry/manufacturing/stakeholder-management-digital-transformation-strategy.html
2. KPMG International. (2018). The impact of RPA on the service desk function. Retrieved from https://assets.kpmg/content/dam/kpmg/pdf/2018/07/rpa-service-desk-function.pdf
3. IDC. (2019). RPA in the service desk environment: defining its business value and best practices. Retrieved from https://www.idc.com/getdoc.jsp?containerId=US44655019
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