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