(This article originally appeared in IT Pro Portal) The service desk as we know it isn’t going to vanish into thin air. But, there are some clear indications that the concept of the service desk as we know it is already evolving into something else, something more innovative. The old way of responding to tickets and problem-solving in silos is over.

Time is a luxury that IT workers don’t often have – and that’s particularly true after the massive upheaval all of our businesses have experienced since the pandemic. Ever since the working model changed overnight and digital transformation accelerated to warp speed, IT teams have had to implement new initiatives quickly in order to keep up. But how can they know that these initiatives have been successful?

Virtual reality, augmented reality, 3D environments…no matter what you do for work, you’ve been hearing these futuristic-sounding terms for years. To the average worker, these technologies have always existed on the periphery of day-to-day life. They might make waves in the gaming industry, for example, but they’re not changing the workplace on a mass scale. Well, that’s about to change.