The IT-employeedisconnect in 2020
When employees left their offices at the start of 2020, IT lost sight of their customers. They became less visible and more difficult to connect with (both literally and technically), and their experiences became more difficult to monitor, measure, and manage. The end result was a stifling of meaningful interactions between employees and IT, culminating in employee apathy to IT support.
The service deskexperience in 2020
IT workers admit that they were not well-equipped to cope with service desk demand in 2020, with 69% stating they found IT issues more difficult to fix. IT was in a constant battle against the odds in 2020 as IT issues surged and resolution times escalated. Although they tried their best to diffuse this situation, their efforts were limited.
Diagnosing and remediatingdigital experience issues
An area where employees and IT are greatly aligned is the importance of endpoints to employees. Arguably, the biggest realization of 2020 was just how reliant organizations are on endpoints for business continuity.