Is AI really the death of the service desk? Or is something else disappearing?
With AI taking over more routine tasks, the traditional service desk is changing. But does that really mean its days are numbered?
In this expert piece, John Noctor, our Chief Customer Success Officer, challenges this idea that AI will replace the service desk. He also explores, in his professional opinion, what’s really changing, why human expertise still matters, and what the future could look like for service desk professionals.
John explores what’s actually changing, from the decline of traditional entry-level tasks and ticket-based working to the way we measure service desk performance and value. He also looks back at previous technologies that were once predicted to replace the service desk, and why the reality turned out to be more complicated.
And while AI is certainly changing how IT support works, John argues that the need for human expertise, judgement and accountability isn’t going away.
Want to explore the full story?
Discover why the service desk might have a very different future from the one everyone’s predicting.
