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Many service desks are undertaking projects in preparation for implementing Digital Transformation. Understanding what stages service desks are currently at, the involvement of the business in decision making, and where budget is concentrated will give us a greater insight into Digital Transformation within ITSM and the organisation as a whole.

SDI defines Digital Transformation as the term given to the implementation of catalytic technologies, frameworks, and methodologies designed to improve efficiency, productivity, and customer experience.

Between March and April 2018, a Digital Transformation survey was sent to a wide variety of service desk professionals, from both public and private sector service desks and a large range of organisation sizes.

In this whitepaper, we highlight

  • The real state of Digital Transformation in the IT industry
  • Motivations, strategies and goals from the digital transformation undertaking
  • Penetration of future technologies like AI/ML in today’s service desks
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