Helpdesk Concierge Experience

I remember using the word 'Concierge' when developing our own experiences.  It helps you think about multiple, focused experiences the way a concierge does.  Helpful the user, and the developer as well.  Plus for future maintenance considerations.  

IBM transforms helpdesk experience with Watson

Workplace Support Services with Watson brings a concierge-like service to the Helpdesk
ARMONK, N.Y., April 7, 2017 /PRNewswire/ -- IBM (NYSE: IBM) today announced that it is bringing the cognitive capabilities of Watson to the service desk for a more intelligent workplace, which will work to anticipate, predict and act to meet current and future tech support requirements.

IBM's Workplace Support Service with Watson will transform how service and support is delivered by integrating IBM's helpdesk services with analytics and Watson's cognitive capabilities, learning from user behavior and improving over time. It can support individuals on any device, any time and at any location, and will offer faster resolution of IT issues, handling the majority of support tickets when integrated with other helpdesk automation functions. ....  " 

Top IT Trends from Gartner

Top 2012 IT trends from Gartner.  " ... Gartner kicked off its Infrastructure & Operations Management Summit here today with a "top 10" list of the most significant emerging trends that will impact data centers and information technology used by businesses and government from now into the next four or five years. The list was presented by Gartner Chief of Research Dave Cappuccio in a keynote address, in which he explained there's often a cascading effect as one trend such as employee mobile devices and cloud use affects others such as helpdesk operations.... "