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Service Desks Face Challenges of Technology Integration

Pete Goldin
Editor and Publisher
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
Editor and Publisher
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

According to Auvik's 2025 IT Trends Report, 60% of IT professionals feel at least moderately burned out on the job, with 43% stating that their workload is contributing to work stress. At the same time, many IT professionals are naming AI and machine learning as key areas they'd most like to upskill ...

Businesses that face downtime or outages risk financial and reputational damage, as well as reducing partner, shareholder, and customer trust. One of the major challenges that enterprises face is implementing a robust business continuity plan. What's the solution? The answer may lie in disaster recovery tactics such as truly immutable storage and regular disaster recovery testing ...

IT spending is expected to jump nearly 10% in 2025, and organizations are now facing pressure to manage costs without slowing down critical functions like observability. To meet the challenge, leaders are turning to smarter, more cost effective business strategies. Enter stage right: OpenTelemetry, the missing piece of the puzzle that is no longer just an option but rather a strategic advantage ...

Amidst the threat of cyberhacks and data breaches, companies install several security measures to keep their business safely afloat. These measures aim to protect businesses, employees, and crucial data. Yet, employees perceive them as burdensome. Frustrated with complex logins, slow access, and constant security checks, workers decide to completely bypass all security set-ups ...

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In MEAN TIME TO INSIGHT Episode 13, Shamus McGillicuddy, VP of Research, Network Infrastructure and Operations, at EMA discusses hybrid multi-cloud networking strategy ... 

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In 2025, enterprise workflows are undergoing a seismic shift. Propelled by breakthroughs in generative AI (GenAI), large language models (LLMs), and natural language processing (NLP), a new paradigm is emerging — agentic AI. This technology is not just automating tasks; it's reimagining how organizations make decisions, engage customers, and operate at scale ...

In the early days of the cloud revolution, business leaders perceived cloud services as a means of sidelining IT organizations. IT was too slow, too expensive, or incapable of supporting new technologies. With a team of developers, line of business managers could deploy new applications and services in the cloud. IT has been fighting to retake control ever since. Today, IT is back in the driver's seat, according to new research by Enterprise Management Associates (EMA) ...

In today's fast-paced and increasingly complex network environments, Network Operations Centers (NOCs) are the backbone of ensuring continuous uptime, smooth service delivery, and rapid issue resolution. However, the challenges faced by NOC teams are only growing. In a recent study, 78% state network complexity has grown significantly over the last few years while 84% regularly learn about network issues from users. It is imperative we adopt a new approach to managing today's network experiences ...

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