What's working and what's not -- and how can CIOs take best advantage of these technologies to improve service? There are also built-in metrics that measure factors such as how long a help desk request has been open, what the mean time to response for help desk requests has been, etc. Help Desk software has omnichannel integration, so a user can communicate with Help Desk personnel by phone, through chat, or go through standard systems communications. Lagging Service AreasWhile technology has advanced service initiatives for IT, there are still areas that continue to underperform. Technologies such as modern help desk solutions, automation and self-service really help because they drive a service mentality into IT through the processes they create.