While nearly half (45%) of service desks are interested in technology integration, 75% do not have the ability to calculate return on investment, according to new research by LANDESK in partnership with the Service Desk Institute (SDI).
The study also revealed that many service desks may be unable to translate planning for integration into the budget and resources they need to move forward and innovate.
Many service desks recognize a number of benefits to integrating technologies, such as providing better customer support (84%) saving time (67%) and increased efficiency (93%). However, there is a disconnect between this recognition, and the ability to translate this into the required budget to actually implement - with over 60% of service desks currently not having any funding in place to pursue the benefits of new technology integration in the future.
Andy Baldin, VP International at LANDESK said: "Service desks are recognizing the need to evolve in line with users' increasingly digitally-led lives, but these figures show that many organizations have a real issue securing the budget and resource needed to make this happen. Service desk managers need to make use of the tools and reporting capabilities available to them, to show time and efficiency savings, as well as where improved service has resulted from technology integration. This can then be used to justify the need for continuous improvement in this area."
Tessa Troubridge, Managing Director at the SDI added: "Whilst the report shows that the benefits of technology integration are widely recognized and there is clear demand to see it developed, there is also a significant disconnect with the ability of many service desks to execute on this vision. Software consultants and vendors need to help in this process, by guiding service desks and helping to translate an understanding of the benefits of integration into the tangible resources needed to continue the journey."
The Latest
Cloud spending continues to soar. Globally, cloud users spent a mind-boggling $563.6 billion last year on public cloud services, and there's no sign of a slowdown ... CloudZero's State of Cloud Cost Report 2024 found that organizations are still struggling to gain control over their cloud costs and that a lack of visibility is having a significant impact. Among the key findings of the report ...
The use of hybrid multicloud models is forecasted to double over the next one to three years as IT decision makers are facing new pressures to modernize IT infrastructures because of drivers like AI, security, and sustainability, according to the Enterprise Cloud Index (ECI) report from Nutanix ...
Over the last 20 years Digital Employee Experience has become a necessity for companies committed to digital transformation and improving IT experiences. In fact, by 2025, more than 50% of IT organizations will use digital employee experience to prioritize and measure digital initiative success ...
While most companies are now deploying cloud-based technologies, the 2024 Secure Cloud Networking Field Report from Aviatrix found that there is a silent struggle to maximize value from those investments. Many of the challenges organizations have faced over the past several years have evolved, but continue today ...
In our latest research, Cisco's The App Attention Index 2023: Beware the Application Generation, 62% of consumers report their expectations for digital experiences are far higher than they were two years ago, and 64% state they are less forgiving of poor digital services than they were just 12 months ago ...
In MEAN TIME TO INSIGHT Episode 5, Shamus McGillicuddy, VP of Research, Network Infrastructure and Operations, at EMA discusses the network source of truth ...
A vast majority (89%) of organizations have rapidly expanded their technology in the past few years and three quarters (76%) say it's brought with it increased "chaos" that they have to manage, according to Situation Report 2024: Managing Technology Chaos from Software AG ...
In 2024 the number one challenge facing IT teams is a lack of skilled workers, and many are turning to automation as an answer, according to IT Trends: 2024 Industry Report ...
Organizations are continuing to embrace multicloud environments and cloud-native architectures to enable rapid transformation and deliver secure innovation. However, despite the speed, scale, and agility enabled by these modern cloud ecosystems, organizations are struggling to manage the explosion of data they create, according to The state of observability 2024: Overcoming complexity through AI-driven analytics and automation strategies, a report from Dynatrace ...
Organizations recognize the value of observability, but only 10% of them are actually practicing full observability of their applications and infrastructure. This is among the key findings from the recently completed Logz.io 2024 Observability Pulse Survey and Report ...
