Forrester Report: The State of the Service Desk, 2024

Discover how to enhance employee satisfaction, streamline operations, and leverage cutting-edge technology for a superior user experience.

In today's digital age, where efficiency is crucial, just 55% of employees report feeling fully supported by their service desk. While service desk practitioners put in significant effort, there is a notable gap between how employees perceive support effectiveness and the actual effectiveness of these support mechanisms. Additionally, systemic issues that hinder IT support services, such as resource limitations and a lack of consideration for employee experience in decision-making and procurement processes.

In this report, you will:

• Deep Dive into employee expectations from Service Desk
• Gain insights on prioritizing EX in decision-making to effectively manage high demand and resource constraints.
• Learn about the business need for a Better Service Desk

Build a trustworthy service desk by implementing the actionable strategies outlined in Forrester's ‘The State of the Service Desk, 2024’ report.