112. Future of IT Support - ITXM Monthly The IT Experience Podcast

In this episode, Pasi and Sakari discuss the future of IT support. They start by talking about the recently released Global IT Benchmark Report, which highlights the importance of understanding the experience of end users. They then explore various themes related to the future of IT support, including the importance of experiences and productivity, increased people centricity, proactivity, technical competency, increased reliance on ITSM tools, and new technologies. They emphasize the need to use AI as a tool and to combine the strengths of machines and humans to improve IT support services.



Takeaways


Understanding the experience of end users is crucial for organizations
The future of IT support involves combining the strengths of machines and humans
Increased people centricity and proactivity are important trends
Technical competency and reliance on ITSM tools are key for improving support
New technologies, such as AI, can enhance IT support services

Links

Future of IT Support- Crowdsourced view:https://www.happysignals.com/blog/the-future-of-it-support-a-crowdsourced-view

Why your service desk won’t be there tomorrow:https://www.wipro.com/infrastructure/why-your-it-service-desk-wont-be-there-tomorrow/

6 Service Desk Trends to Look Out For in 2024:https://blog.invgate.com/service-desk-trends

Blog from Adaptavist:https://www.theadaptavistgroup.com/resources/insights/digital-etiquette/generational-gap



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