There are a few people who aren't eager to provide service support. It's not that they don't make this their top priority; it’s just that instead, they would rather work on projects than provide service support.
In many organizations, the service desk lacks the processes and workflows required to provide consistent service, leaving service desk managers to struggle to set and meet service-level expectations, further compromising end-user satisfaction.
Engaging specialists across the IT organization to work together on Service Desk improvement makes organizational change happen. However, it would be best not to rely on new technology alone to achieve service desk maturity. You first need to put the right people and processes in place to support new tools!
Establishing a single service-support team across the IT group with an organized, customer-focused culture will be necessary for success.