{"id":898331,"date":"2026-08-12T05:48:44","date_gmt":"2026-08-12T05:48:44","guid":{"rendered":"https:\/\/www.capgemini.com\/de-de\/?post_type=research-and-insight&#038;p=898331"},"modified":"2026-08-12T06:48:49","modified_gmt":"2026-08-12T06:48:49","slug":"how-human-ai-collaboration-is-driving-the-future-of-it-support","status":"publish","type":"research-and-insight","link":"https:\/\/www.capgemini.com\/de-de\/insights\/research\/how-human-ai-collaboration-is-driving-the-future-of-it-support\/","title":{"rendered":"Wie die Zusammenarbeit zwischen Mensch und KI die Zukunft des IT-Supports vorantreibt"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-reusable header heroReusable  \"><div class=\"header-bgs\"><picture><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/07\/AI-powered-service-desk_web-banner.jpg?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/07\/AI-powered-service-desk_web-banner.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/07\/AI-powered-service-desk_web-banner.jpg?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/07\/AI-powered-service-desk_web-banner.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/07\/AI-powered-service-desk_web-banner.jpg?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/07\/AI-powered-service-desk_web-banner.jpg?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/07\/AI-powered-service-desk_web-banner.jpg?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/07\/AI-powered-service-desk_web-banner.jpg?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/07\/AI-powered-service-desk_web-banner.jpg\" class=\"header-img header-img-d\" alt=\"\" style=\"object-fit:cover;object-position:49% 18%\" loading=\"eager\"\/><\/picture><\/div><div class=\"heroPictureCardHeaderShape\"><\/div><div class=\"container\"><div class=\"row\"><div class=\"col-md-12\"><div class=\"box\"><div class=\"boxTagWrapper\"><div class=\"tagInfo\"><div><span class=\"box-tag\">Cloud<\/span><\/div><\/div><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\">KI-gest\u00fctzte Service Desks: Wie die Zusammenarbeit zwischen Mensch und KI die Zukunft des IT-Supports vorantreibt<\/h1><\/div><div class=\"inner-row-insight download-btn\"><div class=\"col-md-4 downloadFiles addPadding\"><a class=\"button-download--small\" type=\"download\" href=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/07\/Inside-the-AI-Powered-Service-Desk-Final-POV-1.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><span>Download Point of View<\/span><span class=\"type\">4 MB pdf<\/span><\/a><\/div><\/div><\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-group section section--article-content\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"grid-container\"><div class=\"col-12 col-md-2\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https:\/\/www.capgemini.com\/?post_type=research-and-insight&amp;p=1233865\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/shareArticle?url=https:\/\/www.capgemini.com\/?post_type=research-and-insight&amp;p=1233865\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div><div class=\"article-text article-quote-text\">\n<h2 id=\"h-es-ist-an-der-zeit-den-service-desk-neu-zu-uberdenken\" class=\"wp-block-heading\">Es ist an der Zeit, den Service Desk neu zu \u00fcberdenken<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Beim IT-Support sollte es nicht nur darum gehen, Tickets zu erstellen und zu bearbeiten, sondern die Mitarbeiter in die Lage zu versetzen, ihre Arbeit bestm\u00f6glich zu erledigen. Das bedeutet, \u00fcber das herk\u00f6mmliche \u201eBreak-Fix\u201c-Modell hinauszugehen und Probleme proaktiv anzugehen, bevor sie die Produktivit\u00e4t beeintr\u00e4chtigen.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Laut einer Forrester-Studie f\u00fchlen sich jedoch nur <a href=\"https:\/\/www.forrester.com\/report\/the-state-of-the-service-desk-2024\/RES180570\">55 % der Mitarbeiter<\/a> von ihrem Service Desk voll und ganz unterst\u00fctzt.<\/p>\n\n\n\n<h3 id=\"h-intelligentere-unterstutzung-durch-einen-ki-gestutzten-service-desk\" class=\"wp-block-heading\">Intelligentere Unterst\u00fctzung durch einen KI-gest\u00fctzten Service Desk<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Ein KI-gest\u00fctzter Service Desk revolutioniert die Art und Weise, wie Support geleistet wird. Routinem\u00e4\u00dfige Anfragen werden sofort bearbeitet, sodass Endnutzer genau dann die Hilfe erhalten, die sie ben\u00f6tigen \u2013 und zwar genau dann, wenn sie sie brauchen. Gleichzeitig k\u00f6nnen sich erfahrene Support-Mitarbeiter auf komplexere, besonders wichtige Probleme konzentrieren, bei denen sie einen echten Mehrwert schaffen k\u00f6nnen.<\/p>\n\n\n\n<h3 id=\"h-die-vorteile-der-zusammenarbeit-zwischen-mensch-und-ki\" class=\"wp-block-heading\">Die Vorteile der Zusammenarbeit zwischen Mensch und KI<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Um den wahren Nutzen der KI auszusch\u00f6pfen, m\u00fcssen Unternehmen die Zusammenarbeit zwischen Mensch und KI f\u00f6rdern.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">KI bietet unbestreitbare Vorteile wie Verf\u00fcgbarkeit rund um die Uhr, mehrsprachigen Support und vorausschauende Erkenntnisse. Doch \u201eKI an erster Stelle\u201c bedeutet nicht \u201enur KI\u201c. Menschliches Einf\u00fchlungsverm\u00f6gen, Fachwissen und kreative Probleml\u00f6sungsans\u00e4tze sind nach wie vor entscheidend f\u00fcr ein au\u00dfergew\u00f6hnliches Support-Erlebnis.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Der Service Desk der Zukunft vereint das Beste aus beiden Welten.<\/p>\n\n\n\n<h3 id=\"h-umstellung-von-slas-auf-erlebnisorientierte-kennzahlen\" class=\"wp-block-heading\"><strong><strong>Umstellung von SLAs auf erlebnisorientierte Kennzahlen<\/strong><\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Die Leistung eines herk\u00f6mmlichen Service Desks wird anhand von SLAs gemessen, doch diese konzentrieren sich auf die Output-Kennzahlen und nicht auf die Ergebnisse.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Mithilfe von KI-gest\u00fctzten Funktionen k\u00f6nnen Unternehmen <strong>Experience Level Agreements (XLAs)<\/strong> einf\u00fchren, die ein klareres Bild davon vermitteln, wie sich der Support sowohl auf Endnutzer als auch auf Servicemitarbeiter auswirkt. Dieser Wandel stellt sicher, dass der Erfolg anhand aussagekr\u00e4ftiger Erfahrungen gemessen wird und nicht nur anhand der L\u00f6sungszeiten.<\/p>\n\n\n\n<h3 id=\"h-governance-der-schlussel-zu-nachhaltigem-erfolg\" class=\"wp-block-heading\">Governance: Der Schl\u00fcssel zu nachhaltigem Erfolg<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\" id=\"h-while-the-benefits-of-an-ai-powered-service-desk-are-significant-they-can-only-be-realized-with-the-right-governance-in-place-strong-guardrails-and-responsible-ai-practices-form-the-foundation-for-scalable-secure-and-effective-implementation\">Die Vorteile eines KI-gest\u00fctzten Service Desks sind zwar erheblich, lassen sich jedoch nur mit den richtigen Steuerungsmechanismen umsetzen. Solide Rahmenbedingungen und verantwortungsbewusste KI-Praktiken bilden die Grundlage f\u00fcr eine skalierbare, sichere und effektive Umsetzung.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Entdecken Sie umsetzbare Strategien und Expertenmeinungen in unserem Point of View.<\/p>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/07\/Inside-the-AI-Powered-Service-Desk-Final-POV-1.pdf\" target=\"_blank\" rel=\"noreferrer noopener\">Download Point of View<\/a><\/div>\n<\/div>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"<p>Inside the AI-powered service desk: How human-AI collaboration is driving the future of IT support<\/p>\n","protected":false},"author":440,"featured_media":898332,"template":"","meta":{"cg_dt_proposed_to":[],"cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"","cg_seo_hreflang_x_default_relation":"","cg_dt_approved_content":true,"cg_dt_mandatory_content":false,"cg_dt_notes":"","cg_dg_source_changed":false,"cg_dt_link_disabled":false,"footnotes":"","related_resource_url":"","related_resource_id":0,"related_resource_size":"","related_resource_type":"","cg_author":0,"_yoast_wpseo_primary_theme":34,"primary_term":"Cloud","featured_focal_points":""},"tags":[],"research-and-insight-type":[85],"theme":[34],"brand":[],"service":[],"industry":[],"partners":[],"content-group":[],"class_list":["post-898331","research-and-insight","type-research-and-insight","status-publish","has-post-thumbnail","hentry","research-and-insight-type-point-of-view","theme-cloud"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.7 (Yoast SEO v27.8) - 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