target audience: TECH BUYER Publication date: Nov 2023 - Document type: IDC PlanScape - Doc Document number: # US50927823
IDC PlanScape: IT Service Desk Modernization
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Abstract
This IDC PlanScape covers technologies to consider when planning the next phase of the IT service desk, including artificial intelligence (AI), virtual agents, and cross-functional integrations. IT service desks have undergone several evolutions, including becoming more virtual and more automated.
“As organizations work to support more technology-enabled business without additional IT staff, strategy and technology are essential,” said Snow Tempest, research manager for IT Service Management at IDC.