Why legacy IT channels no longer keep up

For decades, email and phone calls have been the default lifelines of IT service desks.

Reliable in their time, they are now slow, asynchronous, context-poor, and un-scalable, essentially serving more as record keepers than support enablers.

Self-service portals once promised to be the panacea, but accessibility gaps reduced them to just another channel IT had to manage.

Today, with collaboration platforms like Microsoft Teams, service desks are expected to operate natively within them, powered by AI chatbots and agents that deliver instant, conversational support.

As employees become more tech-savvy and consumer technology raises experience benchmarks, peer-to-peer help further reduces the strain on legacy IT channels.

This session explores why legacy channels persist, why they can’t keep up, and how to assess if your organization is ready to decommission them finally.

Complete your details below to watch the free webinar

Zephaniah B, ITSM evangelist, ManageEngine