Key CIO Challenges from 2024 into 2025: Why IT Support Needs a Digital Evolution

November 22, 2024 / Workelevate / 0 Comments
CIO Challenges
Gartner highlights five key pain points for CIOs extending from 2024 into 2025: AI strategy, data and analytics, demonstrating IT’s value, cybersecurity, and talent strategy. These challenges are directly tied to the operational efficiency and overall experience within an organization.
A key component of meeting these challenges is rethinking IT support through the lens of Digital Employee Experience (DEX). By addressing inefficiencies in IT support, organizations can alleviate the burden on CIOs while simultaneously creating a more empowered and productive workforce.
Here’s a closer look at how CIOs’ top challenges intersect with IT support and why enhancing the DEX is becoming critical.

1. AI Strategy: From Ambition to Action in IT Support

AI adoption is a priority for CIOs, with 92% expecting AI integration in their organizations by 2025. While the potential of AI is evident, many organizations struggle to realize measurable value. For IT support, AI offers a clear path to improvement by automating repetitive tasks and addressing employee needs in real time.

To implement AI effectively, CIOs can focus on practical, actionable use cases such as:

  • Automating routine processes like password resets or account unlocks.
  • Providing instant resolutions to common IT issues via chatbot.
  • Generating data insights from IT interactions to inform broader strategies.

These initiatives not only demonstrate the tangible benefits of AI but also set the foundation for a scalable, AI-driven IT model that aligns with organizational goals.

2. Data and Analytics: Unlocking Strategic Insights from IT Operations

Data is often cited as one of the most valuable assets within an organization, yet its full potential is rarely realized. In IT support, data plays a pivotal role in identifying trends, understanding employee behavior, and preventing issues before they escalate.

CIOs and chief data officers can work together to create a data-driven approach to IT by:

  • Monitoring common IT support issues to uncover inefficiencies.
  • Tracking key metrics like ticket resolution times and user satisfaction.
  • Using analytics to predict and proactively address potential system disruptions.

Such insights can help position IT support as a proactive function that not only resolves issues but also contributes to the organization’s broader objectives.

3. Demonstrating IT’s Value: IT Support as a Strategic Enabler

CIOs are often under pressure to prove the value of IT investments, especially in areas like AI and automation. While IT support is sometimes seen as a cost center, it can become a strategic enabler when aligned with organizational goals.

To showcase IT support’s impact, CIOs can focus on:

  • Highlighting metrics such as reduced downtime and improved ticket resolution times.
  • Differentiating between “maintenance” tasks that keep systems running and “transformational” efforts that drive innovation.
  • Communicating these outcomes in terms of how they enhance employee productivity and satisfaction.

This approach reframes IT support as an essential part of the business value chain rather than a back-office function.

4. Cybersecurity: Building Resilience Through IT Support

Cybersecurity threats continue to evolve, creating significant challenges for CIOs tasked with protecting their organizations. IT support often serves as the first line of defense, making its role critical in mitigating risks.

Some steps CIOs can take to strengthen cybersecurity through IT support include:

  • Educating employees through IT support platforms on identifying phishing attempts and other threats.
  • Ensuring real-time monitoring and alerts for potential vulnerabilities.

By integrating cybersecurity measures into IT support, organizations can foster a culture of vigilance while reducing the risk of breaches caused by human error.

5. Talent Strategy: Empowering IT Teams Through Digital Tools

Attracting and retaining IT talent remains a significant challenge, especially as demand for advanced skills like AI and cybersecurity grows. CIOs can ease this pressure by providing tools and systems that augment the capabilities of their IT teams.
For instance, automating repetitive IT tasks through AI allows staff to focus on more strategic and fulfilling work. Additionally, IT support systems can be designed to accommodate hybrid or remote work, helping organizations attract top talent by offering flexibility
Upskilling existing employees is another avenue to explore. CIOs can integrate training resources directly into IT systems, creating opportunities for continuous learning without disrupting day-to-day operations.

6. The Growing Role of Digital Employee Experience (DEX)

Amid these challenges, the concept of Digital Employee Experience (DEX) has emerged as a priority. DEX emphasizes creating an environment where employees have seamless access to the tools and support they need to perform at their best.

For CIOs, focusing on DEX means:

  • Reducing friction in IT support interactions through intuitive digital tools.
  • Ensuring 24/7 support availability to accommodate diverse work patterns.
  • Automating up to 60% of IT tickets, reducing manual workloads and maximizing ROI.

By aligning IT support with the principles of DEX, organizations can not only tackle CIO pain points but also foster a more engaged and productive workforce.

A Future-Ready Approach to IT

As the responsibilities of CIOs continue to expand, rethinking IT support becomes crucial. By adopting a data-driven, AI-enabled, and employee-focused approach, organizations can address key challenges while building a foundation for sustainable growth.
The journey toward enhanced IT support and DEX is not just about resolving issues, it’s about empowering people, streamlining processes, and driving meaningful change across the enterprise.
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