... Siloed channel teams and limited focus on end-to-end service journeys result in high customer effort and costs. Customer service and support leaders can install a journey management discipline with this roadmap, driving CX and business outcomes through holistic design and continuous improvement. Overview ...
Analyst(s): Christopher Sladdin | Daniel O'Sullivan
Get more from Gartner
Interested in receiving proven business and technology insights, analyst guidance, benchmarks, diagnostics and more? Connect with a Gartner representative to learn more about becoming a Gartner client.
... Access Research Already a Gartner client? Successful IT service management requires an integrated approach that builds on strong relationships to deliver service aligned with business expectations. Use this 100-day plan to assess your ITSM team’s ability to meet the organization’s needs and whether further ...
... Access Research Already a Gartner client? Factors such as human-versus-AI services and the impacts of geopolitical and IT vendor risk will profoundly affect IT service delivery. This research can help heads of IT sourcing, procurement and vendor management gain awareness and insight and prepare for these ...
Analyst(s): DD Mishra | Karl Rosander | Alan Stanley | Ryuichi Tsuchiya | Matt Baldino
... Access Research Already a Gartner client? Service-as-software is an emerging paradigm for commercializing AI agents by selling business outcomes rather than licensing technology. Tech CEOs should note that SaS represents a disruption to the software and services markets by dramatically reducing buyer risk ...
... become an increasingly important aspect of the self-service journey over the last decade. However, despite having technology in place to enable them, many of these programs fail. Download our Knowledge Management guide to: Create a vision for service delivery that includes knowledge management Learn the ...
... The U.S. federal IT services market is growing at a CAGR of 8.6% and is projected to be $94.7 billion by 2027. IT services product leaders can use this research to assess the U.S. federal government competitive environment and determine which growth opportunities to pursue. Overview Market Opportunity ...
... Access Research Already a Gartner client? Integrated HR service management solutions drive productivity and enhance employee experience of HR services. With consistent buyer demand, many vendors from adjacent markets with varying capabilities have entered this space. HR technology leaders can use this ...
Analyst(s): Ranadip Chandra | Ron Hanscome | Eser Rizaoglu
... The IT product and service catalog is the face of IT. When designed and managed well, it is an empowering self-service tool that enables users to get the technology they need, when they need it. Here, we help infrastructure and operations technical professionals build and manage a useful catalog. Overview ...
... APIs and services provides software architects and engineers with the optimal approach to meet those needs. Architecture Brief Architecture Use Cases Architecture Diagram Architecture Capabilities & Components Multiexperience Apps Outer APIs API and Event Mediation Inner APIs Multigrained Services Key Architecture ...