Traditional IT Service Management (ITSM) tools focus on solving the problems of the service desk, rather than the needs of employees. The result is that self-service tools fall short of employee expectations, so employee adoption is low and service desk call volume is high. That means a large portion of a CIO’s budget goes to answering repetitive calls versus strategic initiatives.
This survey is intended to gain a better understanding of what enterprises are experiencing relative to their ITSM tools. Here are a few of the things respondents were asked to report:
• Their top ITSM initiatives in the coming year
• The percentage of tickets that are resolved without humans
• What employees are saying relative to their ITSM tools
• Their current position relative to adding a chatbot/AI to their ITSM tools
