Public sector IT leaders are developing what experts call an “automation-first mentality” and turning to automation to improve customer satisfaction and reduce the amount of time IT shops spend on repetitive manual tasks.

If you have experience in IT, you know that minor issues and anomalies in IT services can easily become a huge bottleneck for technicians. Without the right IT service desk technology, manual processing can bog down your resources and cause unnecessary waits for those needing help. As a result, end-user satisfaction will start to fall as people suffer through long hold queues and waste valuable work hours trying to resolve issues instead of focusing on their own projects. In this article, we will discuss three challenges faced by the IT service desk and how you can overcome them.