The New Zendesk IT Playbook: Transforming IT Service with AI

This report explores how IT leaders are redefining employee support in an AI-powered workplace. Drawing on research from 1,000 IT leaders and 1,000 employees, it reveals how organisations are moving beyond traditional IT operations to deliver faster, more proactive, and more personalised employee experiences. 

The guide examines the growing role of AI in service management, from reducing resolution times and improving employee satisfaction to helping IT teams scale support without increasing complexity. It also provides practical insights into building modern service models that balance automation, human expertise, and employee expectations.

Inside the report:

• How AI is transforming IT service management and employee support
• The biggest opportunities and challenges facing IT leaders today
• Why employee experience is becoming a critical measure of IT success
• Key capabilities organisations should look for in modern IT service platforms
• Practical steps for deploying AI, improving productivity, and scaling support across the business
• Real-world examples from organisations using AI to modernise service delivery and improve outcomes

Download the report today.