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Research Sep 2025
... Access Research Already a Gartner client? Customer service and support leaders, under pressure to implement AI solutions, often find that their knowledge management efforts are insufficient to support AI projects. Leaders must not overlook the importance of proper governance to ensure knowledge programs ...

Analyst(s):   Jennifer MacIntosh   |   Patrick Quinlan
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Premium Research Oct 2025
... IT operations teams must evolve people, platforms and processes to support AI agents and self-service, and reduce the burden of supporting a brittle web of legacy systems and dependencies. This Planning Guide helps I&O technical professionals adapt to this evolution. Overview Strategic Planning Assumption ...

Analyst(s):   Marco Meinardi   |   Stanton Cole   |   D.B. Cummings   |   Dylan Roberts   |   Lydia Leong   |   Ross Fomerand   |   Joe Antelmi   |   Steve White   |   Luis Fernandez   |   Lucas Albuquerque   |   Tyler Cheney   |   Ang Troy   |   Paul Delory
Research Oct 2025
... goals. Heads of I&O are increasingly adopting central observability teams for operational efficiencies, better governance and effective observability services. Overview Introduction Description Benefits and Uses Risks Recommendations Gartner Recommended Reading Gartner Research ...

Analyst(s):   Pankaj Prasad
Research Oct 2025
... Access Research Already a Gartner client? SteadyRoad* invested in agent-assist tools to improve efficiency but experienced low adoption, impacting ROI. Service and support leaders responsible for operations can learn how redesigning agent workflows to eliminate non-value-add work can improve workforce efficiency ...

Analyst(s):   Emily Potosky   |   Kathy Ross
Research Oct 2025
... Access Research Already a Gartner client? Service and support leaders know it’s crucial to have agents fully committed to issue resolution, yet customers don’t always feel this commitment. This research provides actionable strategies leaders can use to drive high-quality customer-agent interactions. ...

Analyst(s):   Keith McIntosh
Premium Research Apr 2025
... To deliver business value, PMOs must periodically review and adapt the activities or services offered to stakeholders. PMO leaders can use this interactive tool to benchmark their own activities with those of their peers as they reassess the PMO mandate and scope. Data Insights Directions for Use About ...

Analyst(s):   Nischay Nanda   |   Shilpa Pental
Premium Research Apr 2025
... Infrastructure and operations leaders often struggle to realize the full value from cloud managed service provider partnerships because of transition period tensions. Learn how Molson Coors creates a deeper operational alignment between I&O and MSP teams to unlock long-term business benefits. Case Overview ...

Analyst(s):   Amol Nadkarni   |   Ajeeta Malhotra   |   Owen Marino   |   Katy Weber   |   Alessandro Galimberti   |   Melanie Freeze
Research Jul 2025
... Access Research Already a Gartner client? Disruptions to predictable PC roadmaps are creating confusion for end-user services leaders balancing pricing and budget pressures while planning for AI. EUS leaders can use these recommended PC configurations to meet employee requirements and prepare for AI, ...

Analyst(s):   Autumn Stanish   |   Erin Pierre   |   Stephen Kleynhans
Premium Research Jul 2025
... conversational AI performance leads to unreliable, unhelpful insights. To truly understand how conversational AI impacts ROI and customer experience, service and support leaders need to implement specific KPIs to reveal the key drivers and barriers unique to this technology. Overview Strategic Planning Assumption ...

Analyst(s):   Ian Elliott
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