Help Desk

Getting a third party to run your helpdesk has some obvious advantages. As well as them taking on expensive upgrades, maintenance and new service investments, they should be more efficient at delivering services than an individual organisation, not least due to economies of scale.

These days users demand service via email and live chat and device-specific mobile apps. The cloud offers a single point of service delivery through a browser. Of course these advantages are no replacement for good help processes and are vulnerable to connection outages, but cloud service providers are stepping-up their game. Some offer a wider range of external tools than an in-house operation could generally achieve – you can automatically post to a discussion forum while raising a job ticket, for example. 

 Integration can be so good that users can log-on using their normal in-house credentials, which is no mean feat.


  1. AstraZeneca rolls out IT self-service in the cloud with ServiceNow

    Aug 6, 2014 Rene Millman

    Pharma firm consolidates ITSM in the cloud

  2. Carbonite email marketing error prompts data security fears

    Aug 6, 2014 Caroline Donnelly

    However, backup vendor has been quick to assure users their data is safe, despite receiving an email saying they had zero files in its cloud

  3. Help key on keyboard

    Diageo rolls out ServiceNow cloud IT service management

    Jul 17, 2014 Rene Millman

    Drinks giant looks to the cloud to help with its IT transformation

  4. Salesforce1 Service Cloud adds mayday button to boost customer service

    Apr 25, 2014 Rene Millman

    Amazon Kindle-style SOS button debuts on mobile platform

  5. UCAS and Telefonica clinch project wins at UK Cloud Awards

    Feb 27, 2014 Maxwell Cooter

    Two major projects scoop top awards while AWS wins best provider gong


  1. Best business apps to download in 2013

    Jun 10, 2013

    We all download apps now. Every month, we're going to be publishing a list of the best business apps

  2. Five reasons not to trust IT staff ... and five reasons why you should

    Mar 12, 2013 Nick Booth

    Should you trust the IT department? Do turkeys vote for Xmas? Here’s some cons and pros.

  3. Crossing boundaries - why cloud still runs into legal problems

    Apr 16, 2012 Lesley Meall

    Cloud computing uses technology to break down national borders but unfortunately legal systems cannot be evaded so easily

  4. Get the service desk right: matching process with delivery

    Mar 27, 2012 David Hurwitz

    Companies are turning to cloud-based service management but it's important users treat this software as part of an overall process

  5. CERN and John Lewis benefit from service management in cloud

    Dec 19, 2011 Billy MacInnes

    ServiceNow has built a reputation for cloud based service management with several high profile clients

Case Studies

  1. Breaking news: how the media have been quick to adopt cloud

    Dec 6, 2012 Billy MacInnes

    Media organisations have been quick to adopt cloud with several firms reaping the benefits of the technology