Employee expectations of the workplace are rapidly evolving, and consumer-like experiences quickly become a benchmark to measure internal support teams. A research report from Harvard Business Review Analytics Services and Freshservice found that 82% of those surveyed say employee happiness is impacted by how well workplace technology performs.

In the era of digital workplaces, AI has emerged as a catalyst in enabling simplified, intelligent, and intuitive ITSM and ITOM environments. From increasing workflow automation, reducing IT staff workload to reducing downtime and outages, AI can help accelerate your service delivery and provide meaningful business insight.

Covid fundamentally disrupted the modern workplace in a way that no technological innovation ever has. Yet despite the initial acceleration of digital transformation initiatives, we’re still burdened by the legacy of the “old way”— work about work. According to the Anatomy of Work Index, an average employee switches between 10 tools up to 25 times per day. This level of app switching makes it challenging for team members to prioritize and execute work.

Software asset management (SAM) is an important part of your ITSM toolkit. According to an industry-wide report, the SAM market is estimated to expand to USD 3.82 Billion by 2026 at a CAGR of 14%. This number alone underscores its importance to the overall ITSM operations within an organization. Investments in SAM, today will translate to better efficiency and customer satisfaction in the long run.