Elevating the IT Service Management Experience
Executive Summary and Key Findings
Key finding:
IT service desk workflows are overly manual and inefficient, and IT teams are overwhelmed by high workloads.
Key finding
A surprisingly low number of service desks are tracking end user experience metrics.
Why it matters:
Tracking digital employee experience (DEX) helps optimize ITSM workflows and experiences by highlighting areas of friction and providing IT teams with data to make informed decisions.
Key finding
Many organizations lack an integrated IT tech stack to oversee and optimize service desk performance and experience.
Why it matters
When companies integrate their IT tech stack, they can uncover powerful insights and deploy time-saving automations.
Read the full report and download all charts at ivanti.com/ITSM-experience