Gartner Research

How IT Service Desks Should Support the Digital Workplace

Published: 23 November 2015

ID: G00292036

Analyst(s): Katherine Lord , Hank Marquis


The digital workplace is changing how IT service desks need to support the business. ITSD leaders have to prepare now to proactively drive the changes required to support business users in the emerging digital workplace.

Table Of Contents
  • Key Challenges



  • ITSD Leaders Must Create Variability in Support Channels
  • ITSD Leaders Must Embrace and Create Value From Shadow IT
  • Refocus ITSD Key Performance Indicators and Metrics on Increased Engagement Customer Satisfaction and Line-of-Business-Specific Productivity Levels

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