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For Infrastructure & Operations Professionals

Service Desk 2020: It's All About Employee Experience

Reliable, Accessible Services Fuel Innovation And Satisfaction

October 6, 2020


Why Read This Report

Although new technologies emerge every day, employees can't do their best work because they can't find the services they need, and when they do, bureaucracy causes unacceptable delays. In an era of pandemic-driven remote work, infrastructure and operations (I&O) organizations must look beyond IT service management (ITSM) and provide workers with pain-free, productive, personalized, pervasive, and predictive service. This report shows why these five ingredients must become staples of your digital employee experience (EX) service strategy and provides a recipe to get you started. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy.

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Table of Contents

  • Your Current Approach Isn't Working For Digital Transformation
  • Your Operating Model Must First Deliver Employee Productivity
  • Use Five Principles To Redesign Your Environment For Productivity
  • Recommendations

  • Revolutionize Services With An Employee-Focused Strategy
  • Supplemental Material
  • Related Research Documents

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