target audience: TECH BUYER  Publication date: Nov 2023 - Document type: IDC PlanScape - Doc  Document number: # US50927823

IDC PlanScape: IT Service Desk Modernization

By:  Snow Tempest

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Content

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Table of Contents


  • IDC PlanScape Figure

    • Figure: IDC PlanScape: Executive Summary of IT Service Desk Modernization

  • Executive Summary

  • Why Is IT Service Desk Modernization Important?

    • Remote and Hybrid Work

    • Figure: Biggest Technology Challenges in Supporting Remote and Hybrid Workers

    • 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