For businesses working to employ IT service management principles in an effort to streamline help desk processes and improve client and end-user experiences, dealing with knowledge pertaining to the IT configuration is a key consideration.

Businesses may need to seriously evaluate the benefits provided by an IT help desk software upgrade as they move to support personal smartphones and tablets in the workplace.

The value of ITIL software and operational practices to a business can be considerable, but a recent report from IT consulting firm Compass argued that both must be integrated with the rest of a company's operations.