Cloud computing isn’t the hot new thing that everyone is talking about anymore. Because of this, enterprise IT strategies have come to recognize it as a standard practice. These changes have taken place in recent years, but the reality of cloud computing is that businesses are no longer discussing whether to utilize cloud computing. When it comes to implementing and supporting new technology, there is a lot of talk about how firms will utilize and maintain the technology.

IT service desk teams have a major interest in the cloud game because they are forced to support business users who are operating services that the corporate IT team does not have control over. Many experts believe that IT departments should be prepared to assume the role of a cloud broker, and service desk staff may need to be prepared to function as the middleman between business users and cloud providers. Cloud computing initiatives can be supported in three main ways by service desk teams:

1. Self-service portals should be established

It’s going to be difficult for your support employees to keep their cool if they must deal with more tiresome chores, like resetting passwords, while simultaneously serving as middlemen for cloud providers. They have less time for strategic projects, value generation, and career advancement because of all these factors. Consider investing in self-service portals that allow customers to self-serve simple issues, subscribe to cloud apps, and otherwise interact with numerous technology systems if you don’t want your cloud plans to place your service desk in a worse position to succeed in the cloud.

2. Involve Your Vendors in the Design Process

Finally, cloud service providers want you to succeed with their products. Having a bad experience can have a negative impact on their brand identification if you or your business users have a bad encounter. There are several ways in which cloud providers will work together with their clients to help them better understand their solutions and how they may fully use their cloud plans possible.

It is critical that your service desk crew participates in this effort. You can avoid headaches by ensuring that your support staff knows how to receive help from the cloud provider when they can make tiny adjustments to the cloud system to handle incidents and the peculiarities of the technology setup.

3. Organize the process of managing service requests

Giving your IT service desk a system for categorizing different kinds of service calls will make their job easier. Your other workers will no longer have to deal with cloud-related issues if all support requests relating to cloud technologies are automatically forwarded to the vendor or sent to a group inside the team that is designated cloud support. Service request management can be used even if you don’t filter everything so rigorously to enable support employees to review cloud-related tickets to see if they can help and, if they can’t, to forward the issue to the cloud provider.

Many aspects of IT operations (particularly service request management process flow) are being impacted by cloud computing, and support teams will be affected as a result. To meet the demands of the cloud, your IT service desk may benefit greatly from strategic investments in various service desk modules.


The IT service desk team may help support cloud computing by establishing self-services portals for your employees that will be useful and make duties easier, as we have discussed in this article. A second technique to involve your vendors in the design process is using user requirements. Your IT service desk system should be able to categorize different service calls so that they can do their work more efficiently.

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