IDC PlanScape: IT Service Desk Modernization
This IDC PlanScape covers technologies to consider when planning the next phase of the IT service desk, including artificial intelligence (AI), virtual agents, and cross-functional integrations. IT service desks have undergone several evolutions, including becoming more virtual and more automated.“As organizations work to support more technology-enabled business without additional IT staff, strategy and technology are essential,” said Snow Tempest, research manager for IT Service Management at IDC.
Please Note: Extended description available upon request.
- IDC PlanScape Figure
- Executive Summary
- Why Is IT Service Desk Modernization Important?
- Remote and Hybrid Work
- Increased Digital Business Without Increased IT Staff
- What Is IT Service Desk Modernization?
- Who Are the Key Stakeholders?
- How Can My Organization Take Advantage of IT Service Desk Modernization?
- Artificial Intelligence
- Virtual Agents
- Virtual Onboarding and Automated Provisioning
- Cross-Functional Data Integration for Faster Resolutions
- IT Operations Integration
- Endpoint, Asset, and Employee Experience Integration
- Development and SRE Integration
- Advice for Technology Buyers
- Related Research
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