Provide service support tools and technology

Trigger: A gap is identified in current IT service support capabilities or a new operational requirement emerges from the service desk.

1. Identify service support requirements and capability gaps
2. Evaluate candidate tools and methodologies for technical and operational fit
3. Select the most efficient and effective support solution
4. Deploy the chosen technology to the service desk environment
5. Train support staff on the newly implemented tools and techniques

Outcome: Support personnel are actively equipped with selected, configured, and deployed tools to resolve IT service requests.