To transform you must be very clear about what changes you wish to make before beginning your transformation journey. In most cases, the implementation of new digital channels is offered to end users in parallel to the list of existing traditional, ineffective, and non-friendly service desk contact points such as emails, self-tickets, voice mail, etc. These channels are a major bottleneck to driving next-gen adoption behavior among end users. Most of the IT setups are structured in disaggregated silos with specific skills. It is critical to create end-to-end process ownership, single-point accountability, and seamless integration and handoffs across different resolving groups for faster cycle time and enhanced user experience.
