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Running an Effective IT Service Desk During and After a Pandemic

Published: April 17, 2020

"Things will eventually return to normal, but it will be a 'new normal'. I&O leaders must take the opportunity to leverage the changes in employee behavior and how those will change IT support requirements to offset the challenges of cost optimization on I&O budgets."
Gartner, Running an Effective IT Service Desk During and After a Pandemic, 2020

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"A Gartner survey of 229 HR leaders on 2 April 2020 revealed that nearly 50% of organizations reported 81% or more of their employees are working remotely during the coronavirus pandemic. Another 15% of those surveyed said 61% to 80% of employees are working remotely
."1 With many employees working at home for the first time, service desks are under pressure to handle an unprecedented spike in demand —relating to a broader set of devices and apps. 
In this report, we believe Gartner shares the approaches I&O leaders have put in place to solve the challenges their service desks are facing today:
  • Adapting how IT communicates 
  • How to use self-service to divert demand 
  • Making peer support and collaboration work 
  • How to adapt SLAs to manage expectations 
  • The long-term effects 

1 Gartner Newsroom, April 12 2020 

Gartner, Running an Effective IT Service Desk During and After a Pandemic, Chris Matchett, 17 April 2020

GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, and is used herein with permission. All rights reserved. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Axios Systems.

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