Gartner Research

IT Service Desks Must Evolve for the Digital Workplace

Published: 04 September 2014

ID: G00269484

Analyst(s): Jarod Greene

Summary

IT service desks are not ready to support the digital workplace. I&O leaders supporting digital workplace initiatives must drive transformative change to better engage the business, address consumerization and account for the changing nature of work.

Table Of Contents
  • Impacts

Analysis

Impacts and Recommendations

  • Shadow IT forces IT service desks to support applications, services and devices that they are unfamiliar with, and I&O leaders bear the brunt of declining levels of employee productivity
  • The digital workplace demands that IT support employees in the same way they are supported at home, and piecemeal, project-based approaches do not go far enough and could result in further IT-business friction
  • Few ITSSM tools are designed to support a digital workplace initiative; furthermore, poor solution scoping could mean increased switching costs for I&O leaders

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