Report

Service Desk 2020: It’s All About Employee Experience

Reliable, Accessible Services Fuel Innovation And Satisfaction

October 6th, 2020
With contributors:
Andrew Hewitt, Lauren Nelson, Tyler Brown, Diane Lynch

Summary

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.

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