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The short response to this survey is that traditional IT service desks will become extinct in a few years.
The evolution of service desks is increasingly leaning towards proactive IT solutions.
Without this shift, the risk of AI and automation replacing traditional roles in service management looms large.
Many IT professionals also foresee a shift toward what they call the “experience desk.”
The shift toward an experience-centric model will require upskilling within IT departments.
These competencies will become increasingly important as IT professionals work to align technical solutions with employee needs and preferences.
However, companies will face two problems - resistance from employees and training barriers.
Right now, businesses are spending billions on digital transformation yet seeing mixed results at best."
