Extracting Full Value from Help Desk and Incident Management Software

Used to their fullest, IT service management (ITSM) platforms help telecom operations run with more efficiency and effectiveness. This is particularly true when organizations make the most of the help desk and incident management functionality within the ITSM software suite. However, many enterprises struggle to realize the full potential of these modules. Telecom management leaders keen to make the most of help desk and incident management within their ITSM software suites – and therefore create positive ripple effects throughout the organization – will want to read this report.


Scott is heavily involved in AOTMP’s Performance Scoring and Research teams. In his role, he helps organizations understand their current financial, operational and technical efficiency position relative to industry peers in order to identify areas of strength and opportunity.

He also serves as subject matter expert and consultant for AOTMP’s Research & Advisory solution, helping both enterprises and vendors  confront and mitigate the challenges that exist within their organizations while improving understanding of fixed and mobile telecom management trends that drive the industry. With over 20 years of telecom and IT management industry experience, Scott has authored numerous publications and served as a featured presenter in many speaking engagements within the practice of fixed and mobile telecom management.