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Service Desks Face Challenges of Technology Integration

Pete Goldin
APMdigest

While nearly half (45%) of service desks are interested in technology integration, 75% do not have the ability to calculate return on investment, according to new research by LANDESK in partnership with the Service Desk Institute (SDI).

The study also revealed that many service desks may be unable to translate planning for integration into the budget and resources they need to move forward and innovate.

Many service desks recognize a number of benefits to integrating technologies, such as providing better customer support (84%) saving time (67%) and increased efficiency (93%). However, there is a disconnect between this recognition, and the ability to translate this into the required budget to actually implement - with over 60% of service desks currently not having any funding in place to pursue the benefits of new technology integration in the future.

Andy Baldin, VP International at LANDESK said: "Service desks are recognizing the need to evolve in line with users' increasingly digitally-led lives, but these figures show that many organizations have a real issue securing the budget and resource needed to make this happen. Service desk managers need to make use of the tools and reporting capabilities available to them, to show time and efficiency savings, as well as where improved service has resulted from technology integration. This can then be used to justify the need for continuous improvement in this area."

Tessa Troubridge, Managing Director at the SDI added: "Whilst the report shows that the benefits of technology integration are widely recognized and there is clear demand to see it developed, there is also a significant disconnect with the ability of many service desks to execute on this vision. Software consultants and vendors need to help in this process, by guiding service desks and helping to translate an understanding of the benefits of integration into the tangible resources needed to continue the journey."

Pete Goldin is Editor and Publisher of APMdigest

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Service Desks Face Challenges of Technology Integration

Pete Goldin
APMdigest

While nearly half (45%) of service desks are interested in technology integration, 75% do not have the ability to calculate return on investment, according to new research by LANDESK in partnership with the Service Desk Institute (SDI).

The study also revealed that many service desks may be unable to translate planning for integration into the budget and resources they need to move forward and innovate.

Many service desks recognize a number of benefits to integrating technologies, such as providing better customer support (84%) saving time (67%) and increased efficiency (93%). However, there is a disconnect between this recognition, and the ability to translate this into the required budget to actually implement - with over 60% of service desks currently not having any funding in place to pursue the benefits of new technology integration in the future.

Andy Baldin, VP International at LANDESK said: "Service desks are recognizing the need to evolve in line with users' increasingly digitally-led lives, but these figures show that many organizations have a real issue securing the budget and resource needed to make this happen. Service desk managers need to make use of the tools and reporting capabilities available to them, to show time and efficiency savings, as well as where improved service has resulted from technology integration. This can then be used to justify the need for continuous improvement in this area."

Tessa Troubridge, Managing Director at the SDI added: "Whilst the report shows that the benefits of technology integration are widely recognized and there is clear demand to see it developed, there is also a significant disconnect with the ability of many service desks to execute on this vision. Software consultants and vendors need to help in this process, by guiding service desks and helping to translate an understanding of the benefits of integration into the tangible resources needed to continue the journey."

Pete Goldin is Editor and Publisher of APMdigest

Hot Topics

The Latest

The enterprises that will define the next decade are not the ones that deployed the most technology. They are the ones who understood what their technology was actually doing. That distinction is not a philosophical point. It is the central operational challenge facing every organization that has spent the last five years modernizing at speed ...

AI is becoming the operating system of the enterprise. It acts as an invisible coordination layer that understands intent, connects systems, and executes work across complex SaaS environments. Previously, employees had to click through multiple systems — CRM, ERP, support tools, collaboration platforms — to complete a single task. Now, instead of navigating each application manually, they can simply state what they need to accomplish ...

In 2026, the cost of downtime or an outage is no longer just a technical inconvenience; it's a $600 billion wake up call for global businesses. As our digital ecosystems become  more interconnected, each touchpoint introduces new risks and multiplies the consequences when things go wrong. And the data is clear: aggregate downtime costs  for Global 2,000 companies have surged 50% since 2024, reaching a staggering $600 billion ...

Deloitte found that 74% of enterprises expect to deploy agentic AI solutions in the next 24 months. However, the rush to deployment is outpacing foundational work, though. Only 21% of enterprises have fully formed agent governance models in place. The result? AI agents deployed without guidance or governance begin to function as fragmented islands of complexity ...

Cloud spending is no longer viewed as a passthrough IT expense, but as a strategic financial lever that directly impacts innovation capacity, profitability and enterprise resilience, according to the CFO Cloud Cost Optimization Report from Azul ...

As AI moves from generating responses to performing actions, the need for trust increases exponentially. And as organizations enlist AI agents for increasingly sophisticated business processes, trust is going to be the single most important theme for spurring adoption. What can organizations do to build trustworthy AI agents? ...

I've spent a lot of time in the channel, and one thing I keep coming back to is this: a partner program is only as good as what it looks like in the field. Many programs look great on paper, but when a partner is in front of a customer navigating a complex hybrid environment or trying to make the case for AI-powered observability, the gap between what a vendor promises and what it actually delivers becomes very clear, very fast ...

Enterprises today operate in a real-time environment where uninterrupted access to trusted data has become a baseline expectation for users, applications and automated systems. Traditional DataOps models, built on manual effort and human triage, cannot keep pace with this always active demand. AI agents are emerging as the operational backbone, ensuring consistent data availability, reinforcing trustworthiness and enabling a level of scale that manual processes cannot achieve ...

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