It’s time to rethink the Service Desk

IT support shouldn’t just be about raising and resolving tickets, it should empower people to do their best work. That means moving beyond the traditional break-fix model and proactively addressing issues before they disrupt productivity.

Yet, according to a Forrester study, only 55% of employees feel fully supported by their service desk.

Smarter support with an AI-powered service desk

An AI-powered service desk transforms how support is delivered. Routine inquiries are resolved instantly, enabling end users to get the help they need, when they need it. At the same time, expert support agents are freed to focus on more complex, high-impact issues where they can truly add value.

The Power of Human + AI Collaboration

To unlock real value from AI, organizations must embrace human-AI collaboration.

AI brings undeniable advantages such as 24/7 availability, multilingual support, and predictive insights. But “AI-first” doesn’t mean “AI-only.” Human empathy, expertise, and creative problem-solving remain critical to delivering exceptional support experiences.

The future service desk blends the best of both.

Shift from SLAs to experience-led metrics

Traditional service desk performance is measured through SLAs, but these focus on outputs, not outcomes.

With AI-powered capabilities, organizations can adopt Experience Level Agreements (XLAs), providing a clearer picture of how support impacts both end users and service agents. This shift ensures success is measured by meaningful experiences, not just resolution times.

Governance: The key to sustainable success

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.

Discover actionable strategies and expert perspectives in our latest point of view by Katarzyna Zelazny, Maciej Kafel and James McMahon.

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To learn more about how we can help you transform service desk experiences for everyone in your organization, get in touch with our experts.