A survey by Nexthink reveals that 80% of IT workers believe the helpdesk model will change significantly within three years, with many predicting it may become redundant by 2027 due to AI and automation. While there is excitement about new technologies, two-thirds of respondents fear for their job prospects. The future of helpdesks may involve evolving into ‘experience desks,’ requiring IT staff to upskill in employee experience and generative AI. Challenges like employee resistance to self-fixing IT issues and the need for better digital experiences are highlighted as critical for productivity.
Microsoft has begun allowing partners to sell professional services on its marketplace in the U.S., Canada, and the U.K., enabling solution providers to streamline customer transactions by merging services onto Azure invoices. Partners can offer these services as standalone private offers but cannot include them in SaaS offers. The initiative aims to enhance the buying experience, although partners have raised questions about transaction handling and its impact on sales goals. Microsoft’s professional services include assessments, support, and workshops, with custom terms available through private offers.
Why do we care?
Two trends here are very related. The nature of IT services is going to change substantially over the next few years. If 80% of IT workers anticipate a major transformation, businesses should treat this as a clear signal that service models must adapt. AI has already shown promise in areas like predictive maintenance, automated ticket resolution, and chatbots for common issues. This may mean fewer frontline helpdesk roles, but the human aspect—such as handling complex, multi-system issues or addressing strategic concerns—will remain essential.
There’s also the change in the purchasing process to come. Solution providers need to strategize how they present their services as part of a broader value proposition without the crutch of SaaS bundling. For those selling assessments and support, there’s an opportunity to differentiate by focusing on customer outcomes and value-added services that integrate with but don’t directly tie to SaaS products.
The critical takeaway for managed services and solution providers is that the value now lies in offering expertise that combines technology with human-centered services, from managing AI-driven transitions to creating seamless, integrated buying experiences.
