Gartner Research

Apply Machine Learning and Big Data at the IT Service Desk to Support the Digital Workplace

Published: 29 February 2016

ID: G00291926

Analyst(s): Colin Fletcher , Katherine Lord


I&O leaders have been providing machine learning, big data and increasingly smart analytical solutions to business units for years. It's time to take advantage of these technologies at the IT service desk to support the proactive, personal and dynamic needs of the digital workplace.

Table Of Contents
  • Key Challenges



  • Invest in Machine Learning, Big Data and Other Smart-Machine Technologies to Make Current and Future IT Service Desk Operations Proactive
  • Shift Spending on Reactive-Driven "Analytics" Capabilities That Are Essentially Reporting Into Machine Learning, Big Data and Other Smart-Machine Technologies

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