Gartner Research

How to Invest in Intelligent Automation as a Managed Service Desk Provider

Published: 07 September 2018

ID: G00369077

Analyst(s): David Ackerman, Shane Hill, Arthur Villa, Rene Buest


Managed service desk providers face difficult decisions. While prices and margins shrink, providers need to invest in intelligent automation to remain competitive. Service desk technology product managers need to know the costs, technologies and changes required to succeed with IA.

Table Of Contents
  • Key Challenges



  • Develop IA Capabilities and Accept Lower Margins for One to Two Years Until Reduced Labor Costs Return Long-Term Profitability
  • Invest in Natural-Language Processing (NLP) Capabilities to Build Toward an Effective Multichannel Service Desk Communication
  • Redesign Knowledge Management Insight and Centralize Access to Relevant Data Sources to Enable Future IA Success

Gartner Recommended Reading

©2020 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Purchase this Document

To purchase this document, you will need to register or sign in above

Become a client

Learn how to access this content as a Gartner client.