STATE OF DIGITAL WORKPLACE
2025 revealed clear patterns in how employees interact with IT what they ask for, what slows them down, and where automation truly works. All insights are anonymised and aggregated across enterprise environments.
Adobe, Python 3.13, Power BI
Azure AD, Google Workspace, Okta
Win 11, FortiClient, Teams
IT Onboarding & Offboarding
While IT handles a wide range of scenarios, employee demand is largely driven by a small set of recurring requests: Access, Identity, VPN, Device.
"Recurring issues persisted not because of complexity, but because endpoint signals were not acted on early enough."
Monday Morning Spike.
Demand consistently spiked on Monday mornings and following employee vacations.
Workforce behavior, not system failure, is the primary driver of demand redefining how IT should plan for peak load
Parameter Model
First-Touch Accuracy
Requests Auto-understood
AI delivers measurable impact when it executes with awareness of the enterprise environment and technology stack.
MODELS TRAINED ON ANONYMIZED DIGITAL WORKPLACE AND ITSM DATA ENABLED A SHIFT FROM TRIAGE TO DIRECT RESOLUTION.
+0%
AVG Ticket Automation in 3 Years
2.6 min
Avg MTTR (Minutes)
Automation reduced the cost of service delivery, improved employee experience, and freed L1/L2 teams to focus on higher-value work while sustaining low MTTR at scale.
Most CIOs already have enough tools. The real constraint is how well those tools work together. Improving orchestration, automation depth, and execution maturity delivers more impact than buying new products
As a CIO, the bar for AI is simple: does it take work off my teams? AI that doesn’t automate resolution, deflect demand, or reduce L1/L2 effort adds complexity instead of value.