The advent of AI and automation is poised to transform the IT landscape, and according to a recent report by Nexthink, the traditional IT service desk is in the crosshairs. The survey, which polled 1,000 IT professionals worldwide, reveals growing concerns and excitement over the impact of AI and automation on end-user computing (EUC) and the evolution of the service desk model.
The conclusion seems to be that the days of the traditional IT service desk are numbered. A staggering 79% of IT workers believe that AI and automation will render service desks unrecognizable within the next three years, while 77% predict that these technologies will make them obsolete by 2027.
The Rise of Proactive IT Solutions
With the rapid increase of digital landscapes, their complexities and demand, IT departments are not able to catch up to the surging number of incidents and technical problems. 87% of IT workers think that economical incident response is not possible without significant proactive capabilities, the survey found.
This brings us to the issue of how the evolution of service desks leans more toward proactive IT solutions to address this challenge. Almost everybody (96 percent) in the IT it proactively anticipates and responds to incidents. In addition, 95 percent say that their departments are actively investing in proactive strategies that recognize this transformation as a booster to organizational productivity.
The Emergence of the “Experience Desk”
As AI and automation reshape the IT landscape, many professionals foresee a shift towards what they call the “experience desk.” According to the survey, 92 percent of respondents see the service desk becoming this new model to the overall employee experience.
As a result upskilling will be necessary within IT departments to support this shift towards an experience centric model. Respondents identified three key areas for development: To better understand the employee experience, generative AI skills and the ability to deliver technological training. As IT professionals continue to align technical solutions with employee needs and preferences, these competencies will be even more important.
Embracing the Potential of AI and Automation
Despite the challenges posed by AI and automation, IT professionals are excited about the potential of these technologies to improve end-user computing. The survey found that 96% of respondents believe that AI and automation make the field an attractive career route.
However, companies will face two significant hurdles: From resistance from employees and training barriers. According to the survey, 76% of respondents expect employees to fight back against implementing their IT fixes, 75% expect inadequate employee training to be a major roadblock and 68% cite the possibility of technology impacting their careers as a factor.
The Future of IT Service Desks
As AI and automation continue to advance, the future of IT service desks hangs in the balance. For IT professionals to stay relevant and valuable, they need to adapt to the changing needs of the digital landscape and grow new skills in order to remain relevant in the current landscape.
As a Chief Strategy Officer at Nexthink Yassine Zaied points out technology that empowers people to work is the tech that changes productivity of companies on a whole. He also says businesses are rushing to spend billions on digital transformation and getting little for their troubles.
But poor digital experience stops business efficiency at every turn, whether it’s through underperforming devices, failed adoption projects, or botched migrations — as Zaied adds. This research proves that IT workers are ready to make that transition, and this is going to be the nexus for all productivity enablement moving forward. The only question is will the executives provide the investment necessary to support them on this journey.’
Final Thought
The rise of AI and automation presents both challenges and opportunities for IT service desks. IT professionals must become proactive and take an experience-centric approach as traditional models go out of business. Out of our rapidly evolving digital landscape, they are becoming increasingly less relevant and yet incredibly valuable.
By acquiring new skills, understanding employee experiences, and harnessing the power of AI and automation, IT service desks can transform into the “experience desks” of the future, driving organizational productivity and success in the age of digital transformation.
