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Katie McKenna | July 13, 2016

Just Announced! Today’s Service Desk Deemed On-ramp to the Digital Workplace

Yesterday EasyVista announced that the IT service desk has become the on-ramp for the evolving Digital Workplace. This is a clear trend evidenced by the surge of adoption among customers’ employees wanting consumer-like services from IT, as well as leading Gartner analysts, both indicating that the service desk is expanding its role from simply IT support to a key enabler of employee service. Over the last year, the ratio of EasyVista’s six million users shifted dramatically from 3% employee end users to 20% employee end users, demonstrating the increasing importance of mobility and usability to the employee service experience in the workplace. Additionally Gartner claims: “Digital workplace leaders should understand the needs of employees to help focus digital workplace priorities, include non-IT business units in digital workplace planning and execution, and make the service desk one of the focal points of the digital workplace,” wrote Gartner analysts Matt Cain, VP Distinguished Analyst, and Paul Miller, Managing VP, Gartner.*

Check out the press release for the full story. See how a few of EasyVista's customers from various industries are modernizing service for the Digital Workplace:

  • Retail: David’s Bridal is giving its retail associates a fast, simple way to get service needs met from the store floor via service apps on company-issued iPads.
  • Media & Communications: The Martin Agency is keeping pace with a young, tech-dependent and highly mobile workforce that expects instant support across all devices, particularly Apple.
  • Higher Education: George Mason University is offering IT and other services to students—who rely on 8+ different devices throughout the day—as well as staff and faculty.
  • Consulting Services: PwC France has taken an ‘App Store mentality’ to service, giving employees mobile access to a custom service catalog based on their responsibilities.
  • Public Sector: Washington Department of Corrections is combining its traditional help desk with online self-service so government workers get help in the way they prefer.
  • Healthcare: Mission Health System is creating a more customer-focused IT experience for more than 12,700 employees and volunteers.
  • Engineering Services: Cardno is treating every service interaction as an opportunity to offer a useful tip or an easier way of accomplishing a task.
  • Managed Service Provider: Wireless Analytics is giving support agents one system from which to support all customers, including companies’ unique service rules, policies and use cases.
  • Manufacturing: Manitou, a global material handling manufacturer, is embracing digital workplace initiatives to further enhance after sale services for its subsidiaries and dealers across the globe.
*Gartner, Recipe for Digital Workplace Execution: Transform the Employee Experience, March 2016.


Read the full press release to learn more about delivering services to employees in the Digital Workplace: IT Service Desk Proving to be the On-Ramp to the Evolving Digital Workplace, Reports EasyVista

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Katie McKenna

Katie McKenna enjoys learning and sharing all things ITSM, IoT, SaaS, and IT Consumerization. She is also an avid reader, pizza enthusiast, and horror movie lover.