Data Overview Report

The State Of The Service Desk, 2022

Despite IT Heroics, Technology Systematically Fails Employees

May 9th, 2022
With contributors:
Lauren Nelson , Chris Langlois , Marissa Fritz

Despite high satisfaction rates with the service desk, data suggests that employees are living with ongoing problems that the service desk can’t fix. This isn’t IT’s fault, but rather the result of systemic devaluation of employee experience (EX). Putting EX at the core of technology considerations is critical to reducing employee and productivity disruption.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.