Data Overview Report

The State Of The Service Desk, 2024

February 22nd, 2024
With contributors:

Only 55% of employees feel completely supported by their service desk. Despite human best efforts, systematic technology failings continue to drain employee experience (EX). This report details how to start overcoming these barriers. The service desk, and IT in general, face not just perpetually high demand, but chronic resource limitations and lack of support for EX considerations in decision-making and purchasing. To overcome these shortcomings, utilize experience surveying, proactive remediation, and self-service, and prioritize EX-aligned metrics.

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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.