The modernization of the digital workplace will bring along new spending requirements, and IT cost optimization will become increasingly important. IT leaders must quantify and communicate the benefits of collaboration, innovation and transformation being promised, as well as the steps they take to keep unnecessary spending in check. This research contains high-level IT Service Desk cost efficiency and staff productivity benchmarks which should be used as part of a perennial cost and value optimization program. The published information derives from data collected throughout 2021 from a global audience of CIOs and IT leaders.
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