Smarten the Servicedesk

Automation has fundamentally changed the servicedesk. More and more tasks that once required human intervention are now handled automatically. Organizations have invested heavily in self-service solutions, empowering users to solve common IT issues on their own. A classic example is the fully automated password reset. What used to be a daily task for servicedesk operators has all but disappeared.

Communication has changed as well. Projects no longer rely on the servicedesk as the central communication hub. Users are informed directly about progress, planned changes, or potential downtime through project pages, dashboards, and social media channels. The servicedesk is no longer the default entry point for every question or update.

This raises an obvious question: do we still need a servicedesk at all?

With the rise of so-called digital natives, it is tempting to think the traditional servicedesk is becoming obsolete. Millennials have grown up with technology and are often assumed to be capable of solving most IT-related problems themselves. If users can help themselves, isn’t it just a matter of time before we can say goodbye to the servicedesk?

Not quite.

While automation has eliminated a large portion of routine and repetitive work, it has not eliminated the need for support. What remains are the non-standard, complex, and often business-critical issues—the problems that cannot be solved by a simple script or knowledge base article. Even if 80% of issues could be resolved by users themselves, the question remains: do they want to?

Moreover, growing up with technology does not automatically mean understanding it. Research consistently shows that only a minority—roughly 30–40%—of users can truly be considered IT-savvy enough to deal with complex systems and infrastructure. The rest still need expert help when things go wrong.

So yes, there is still a strong case for the servicedesk—but its role is changing.

As low-level and repetitive tasks disappear, the servicedesk can no longer function as an entry-level training ground for aspiring IT professionals. For years, the servicedesk was where newcomers learned the basics: answering phones, logging tickets, and gradually building knowledge before moving on to more specialized roles. That model no longer works when most of that work is automated or pushed to the user.

The modern servicedesk requires well-trained, smart professionals. People who can think analytically, understand complex environments, and communicate effectively with users. Professionals who can handle unique, challenging requests and incidents that automation cannot address.

In short, the servicedesk is not disappearing—it is evolving.

If organizations want their servicedesk to remain relevant and valuable, it is time to raise the bar. It is time to invest in skills, expertise, and professionalism.

It is time to smarten the servicedesk.