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The service desk industry is transforming due to rapid technological innovation and a shift towards proactive, value-driven operations. This report explores IT service desk transformation opportunities and offers practical guidance for long-term success.

Key highlights include:

• Transitioning from reactive to proactive management with predictive intelligence
• Shifting from traditional monitoring to comprehensive observability
• Moving from measuring service experience to optimizing the digital experience
• Evolving from a cost center to a strategic value driver with data-led insights
• Implementing AI to automate tasks and enhance operations

Navigate these shifts and improve. Read the report.