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IDC PlanScape: IT Service Desk Modernization

Publisher IDC
Published Nov 22, 2023
Length 8 Pages
SKU # IDC18334710

Description

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.

Table of Contents

8 Pages
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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