Fundamentals of Service Desk Automation

In this constantly changing environment of modern business, where time is paramount and customer expectations are constantly changing, the traditional service desk faces a daunting challenge: staying up with the necessities of a digital era. Enter service desk automation: an indicator of efficiency, a final frontier of simplified support, and the driving force for exceptional customer experiences. 


According to Gartner, cloud infrastructure and platform services (CIPS) will host more than 40% of all enterprise workloads, up from 20% in 2020. This transition highlights the vital necessity for organizations to optimize their support mechanisms to keep up with digital progress. Furthermore, according to a Service Desk Institute poll, 85% of service desk professionals feel that automation will play an important part in future service and support delivery.

These numbers serve as a wake-up call for businesses to view service desk automation as a strategic requirement rather than an optional upgrade. 

In this blog, we will learn everything about service desk automation, so without further ado let's begin.