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Research Nov 2025
... expansion of the IT function’s scope. CIOs must prepare to make the IT stack “agent-ready,” increase agent-driven IT operations, offer agent self-service for the business, prepare to manage agent resources, and address new security threats. Analysis Research Highlights Gartner Recommended Reading Gartner ...

Analyst(s):   Rajesh Kandaswamy   |   Arun Chandrasekaran   |   Cameron Haight   |   Avivah Litan   |   Jason Wong   |   George Brocklehurst   |   Erick Brethenoux
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Research Oct 2025
... Access Insights Already a Gartner client? As more IT organizations journey from reactive to proactive service providers, the need for business relationship managers to have three distinct business relationship mindsets is becoming critical to anticipate and shape varied business demands. Insights at ...

Analyst(s):   Vimarsh Bakaya
Premium Research Jan 2026
... The December 2025 Kuaishou incident exposed an “automation gap” where AI-driven bots paralyzed manual defenses and shattered platform services. CIOs and cybersecurity leaders must pivot to a preemptive and resilient posture that ensures business-critical platforms remain operational even under automated ...

Analyst(s):   Angela Zhao   |   Anson Chen
Research Jan 2026
... Access Insights Already a Gartner client? Microsoft clients face an increase in pricing, negotiation and dependency challenges. The breadth of procured services and products adds complexity to those challenges. IT sourcing leaders can leverage this top view of Gartner’s research to drive a consolidated cost ...

Analyst(s):   Yoann Bianic
Premium Research Jan 2026
... Rapid adoption of multiple forms of AI offers transformative potential for financial services institutions. CIOs must prepare for nontechnology risks including potential damage to brand and customer trust, and regulatory sanctions due to misrepresentation, biased outcomes, or potential psychological ...

Analyst(s):   Alistair Newton   |   Laurie Shotton
Research Dec 2025
... Access Insights Already a Gartner client? AI is dismantling the traditional IT services pyramid-shaped delivery structure. As AI-driven platforms automate junior-level work, a diamond-shaped structure will evolve and drive versatility, orchestration, and continuous reinvention. Insights at a Glance ...

Analyst(s):   Gunjan Gupta   |   Katie Gove
Premium Research Oct 2025
... worldwide growth for healthcare and life sciences IT spending, reaching $444.2 billion by 2029. This growth is largely driven by sustained investments in services and software, which are expected to grow at a five-year CAGR of 8.6% and 10.1%, respectively, through 2029. Overview Table of Contents List of Tables ...

Analyst(s):   Inna Agamirzian   |   Jonathan Rivera
Premium Research Oct 2025
... Customer feedback is a rich but largely untapped resource. Customer service and support leaders who invest in a two-loop insight engine can transform raw data into actionable insights, fueling real improvements and building lasting customer loyalty. Insights at a Glance VoC Programs Often Fail to Impact ...

Analyst(s):   Rupinder Chandhok   |   Francesco Vicchi   |   Daniel O'Sullivan
Research Oct 2025
... Access Insights Already a Gartner client? AI will transform ITSM by enhancing service quality, but the immediate path presents risks and disruptions. Heads of I&O must assess AI investments, navigate potential disruption from immature solutions and rising ITSM platform costs, and prepare their workforce ...

Analyst(s):   Mark Cleary   |   Chris Matchett   |   Siddharth Shetty
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