From Fixers to Futurists: Five Fundamentals of Value-Driven Service Desk Transformation
An exclusive research report from Wanstor
Over the next few years, IT service desk delivery will experience more innovation and change than ever before. Across the ecosystem, there is an ongoing and fundamental re-assessment of what service desks are there to deliver.
The days when their role was about finding and fixing issues are fast disappearing in favour of a broader enabling function, where technology adoption, customer experience and productivity become core service desk objectives.
But how will this play out?
Wanstor's latest research report, 'From Fixers to Futurists: Five Fundamentals of Value-Driven Service Desk Transformation', examines the key drivers reshaping IT service delivery and service desks as they become strategic enablers of business success.
It explores the fundamental shifts reshaping the service desk industry. Firstly, there's a move from reactive to proactive operations, where service desks are transitioning beyond simple incident response to predictive problem-solving.
This is coupled with a shift from monitoring to observability, enabling deeper insights into the entire technology stack.
Service desks are also evolving from service experience to digital experience, emphasising the holistic digital journey of users. Additionally, they are transforming from cost centres to value drivers, demonstrating tangible business value through advanced me.
Lastly, the role of AI in service desks is progressing from experimentation to execution, with organisations leveraging AI capabilities to enhance their operations.
Learn more and download the report
With expert insight from Stefan Beavis, CIO of wagamama, David Wright, Chief Value & Innovation Officer at the Service Desk Institute, Francesca Lukes, Chief Executive Officer of Wanstor and more, it contains invaluable advice for organisations looking to stay ahead in the rapidly evolving IT service management ecosystem.
Download the full report here
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