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ITSM: 2021 & BeyondAI, Machine Learning, and all their components are continuing to have a growing impact on organisations, and consequently service desks. While industry analysts and thought leaders continue to provide content on these topics to empower IT departments to prepare for these changes, the reality is that many organisations are simply not ready to implement highly cognitive technologies.
This report will look at the thoughts and predictions of those that will be most affected by these advances, IT themselves; from the skills service desk analysts of the future will need, to how automation is impacting individual organisations, to generally how IT professionals feel about the future of the industry. This in turn will provide IT leaders with the ability to prepare for the future with upskilling and service development, as well as provide an insight into what trends we could expect to see into 2021 and beyond.
