Publications Details

Publications / SAND Report

Future of End-User Support

Wei, Jane W.

IT Service Management (ITSM) is an inimitable, ever-changing practice that is critical to all far-reaching organizations, including Sandia. With recent developments in technology and society – spurred by major events like the advent of ChatGPT and the pandemic – it is important to consider the implications and opportunities for ITSM. This report strategically synthesizes existing information about ITSM structures and examines the current state of Sandia’s service management entity: CCHD.