The Service Desk industry is moving at an ever-faster rate. Tasked with supporting an increasing array of technologies, services, software and devices, Service Desks have to be flexible and make decisions about what they do support and what they don't. Additionally, Service Desks are exploring new ways to offer support be it through self service and self help, social media, or implementing their own technologies such as Asset Management, remote support and new ITSM software and add-ons. What all of this means is that support is changing as technology pushes Service Desks to consider how they operate and how they can improve the way that they support customers. However, despite all of these technological advances and changes in the way people work, the Service Desk industry is still very much customer focused and customer driven - so how do we ensure that the service delivered is still human? How can service maintain the personal touch when it's delivered through live chat or without any human interaction at all through self help? Read this whitepaper to answer these questions and more.