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The digital workplace that remote and hybrid work requires is an ecosystem of different technology and service capabilities more than it is a single “thing” or product, said Adam Holtby, principal analyst of mobile workspace.

“Automation lies at the heart of transformation, and businesses are going to continue making significant investments in intelligent systems and infrastructure to support the pace of change that the digital age mandates,” said Hansa Iyengar, principal analyst of enterprise IT strategy.

When it comes to the tools that make those digital workplace transformations possible, three areas stand out as priorities: legacy modernization, technical support and cloud-based infrastructure.

If organizations want to support their employees’ desires for continued remote work, solid technical support tools will be important – and automation can increase their availability and success.

“I see self-service, automating workflows that guide support activities & self-heal capabilities/solutions all being of key interest to IT teams.”

Automation-focused tools like these will continue to become important as organizations evaluate how the workplace looks going forward while continuing with their digital transformation strategies.

It looks like COVID-19 will continue to impact normal life through 2022, Iyengar said, but enterprise investments will continue, nonetheless.

“This will not change, pandemic or not, as these are not investments that can be turned off,” she said. “Doing so will harm the business.”

#artificialintelligence #automation #workplace

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