In an era of consumer-grade expectations, IT service management is undergoing a fundamental shift from traditional maintenance to strategic business enablement. Based on perspectives from 2,000 global IT leaders and employees, this guide reveals how artificial intelligence and experience-driven metrics are becoming the primary engines for organizational productivity and employee trust.
By reviewing these seven key insights, you will learn:
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The Strategic Shift in IT Leadership: Why 72% of an IT leader’s time is now dedicated to cross-functional work and how this influence is driving company-wide digital transformation.
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The Power of Experience-Focused Metrics: Why 87% of leaders are abandoning traditional operational data in favor of employee satisfaction scores to uncover and close hidden service gaps.
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The Rise of Agentic AI: How autonomous AI agents are becoming "trusted members" of the service desk, resolving 74% of common tech hurdles that would otherwise halt an employee’s workday.
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Platform Unification Strategies: Why 70% of leaders believe a single, unified service platform is the key to reducing errors and providing seamless support across HR, Finance, and IT.