This section is the presentation. You must present your conclusion and predictions to the class. You are required to discuss the current and future state of the technical and customer support. On the current state you may discuss by answering the following questions: Is service getting better? Why is there a gap between the efforts companies are making to improve their services and customer perceptions about those services? On the future state you may discuss by answering the following questions: Predicting the impact, the service desk industry trends and direction will have on the support industry. How can support industry respond to these trends and satisfy the need of their increasingly demanding customers while at the same time maintaining costs?

You are required to discuss the present and future state of the technical and customer support.

And give information if the gap between the present and future state is getting better or worse

And give ways in each the industry can maintain the increasing demand of customers

Pind: 19:20 20 PART 3 (Marls:40) Activity 1: This section is the presentation. You must present your conclusion and predictions to the class. You are required to discuss the current and future state of the technical and customer support. On the current state you may discuss by answering the following questions: is service getting better? Why is there a gap between the efforts companies are making to improve their services and customer percentions about those services? On the future state you may discuss by answering the followestions Predicting the impact the service desk industry trends and direction will have on the support industry. How can supart industry end to these trends and safely the need of the increasingly demanding customers while the same time maintaining cost? - Requirements Total Mark