Automating activities, such as logging, tracking, and the ability to provide status updates to customers is very important for large, centralized service desks. Small or local service desks should focus more on customer service and their technical knowledge.

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Both large, centralized service desks and small or local service desks can benefit from automating activities such as logging, tracking, and providing status updates to customers, as it enhances efficiency and customer satisfaction regardless of the size of the service desk. Automation can also free up time for staff to focus more on customer service and improve their technical knowledge.

Automating Activities, Such as Logging, Tracking, and the Ability to Provide