Trends such as cloud computing, BYOD, and desktop virtualization have forced service desks to look more strategically at how they provide support. They must assess their staff's skills, redesign their processes, evaluate their tools, and rethink their data and information needs.

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These trends significantly impact IT infrastructure and operations, necessitating a strategic reassessment of service desk capabilities, processes, tools, and information management to effectively support new technologies and work practices.

Trends Such as Cloud Computing, BYOD, and Desktop Virtualization Have