Digital Workplace Transformation

The post-COVID era

Digital Workplace is here to stay

Digital Workplace Trends

  • Digital Workplace as a productivity hub
    Employees need the right tools at the right time at the right place with high user experience to be productive.

  • New work requires corporate-wide collaboration
    Commitment & support from all major stakeholders across the organization (communications, IT, HR, Business units) are necessary a cohesive and empowering digital workplace.

  • Modern technology drives workplace strategies
    Workplace technologies are changing rapidly and lead to heterogenous tool, process and date landscapes which need to be harmonized, integrated and supported.


Digital workplace and service desk services are the face of the IT to their clients and are currently undergoing an enormous transformation. New work models and changing technologies define new business values that must be met by modern workplace models. The demands placed on modern workplaces have increased significantly in recent years. Mobile working in the sense of “working from anywhere“, higher requirements in terms of user experience, IT security and corporate-wide collaboration define the workplace agendas. Boosted by the COVID pandemic, major transformation programs were initiated in the workplace sector. Most companies have mastered the transition to remote work well, but what comes next?

Evolution of Service Desk Services


The road to the fully automated service desk is still long. Until then, processes must be streamlined and standardized, self-services established, and solution and response times improved.

Evolution of reactive to invisible service desk services

Current challenges for service desk services:

  • People & Skills
    War for talents continues to grow

  • Keep knowledge up-to-date
    Service Desk must support rapidly changing technology

  • 2nd Level Integration
    Alignment & cooperation between IT service delivery teams need to be fostered

  • Establishment of One-stop self-services
    Heterogeneously growing number of tools and processes need to be integrated and automated


Traditional Service Desk

Traditional Service Desk 1

Responding to events that have happened by speaking to Service Desk Agent


Self Services

Proactive Service Desk

Basis self service offered (e.g. ticket logging, PW reset) but still reliance on a Service Desk Agent



Preditictive Service Desk

Actively identifying potential problems through analytics, advanced self-service through virtual agents and AI


Artificial Intelligence

Invisible Service Desk

Artificial intelligence and automation actively resolving issues and requests with zero touch from the user

Digital Workplace Target Operating Model


The Digital Workplace as a central digital work platform provides information, applications and services independent of time and location and ensures that end users work efficiently and effectively in a collaborative way. The evolution to the Digital Workplace is driven by several paradigm shifts:

  • From process and application to user-centered view

  • From different device types to an integrated mobile workplace environment

  • From single applications to integrated end-to-end workplace solutions

  • From solving IT problems to solving business problems

  • From technical IT processes to user-centered business processes

Workforce | What people need to work

Each employee has unique preferences and needs based on roles and workstyles. The Workforce area of the Digital Workplace is about capturing and meeting the needs of employees regarding their way of working.  This area is primarily about ensuring that the Digital Workplace is efficient, effective and easy to use. End users should be helped more to deal with business problems instead of IT problems. IT services include e.g. the service desk, user experience & satisfaction and certain IT governance services.

Workplace | Where people work

The Workplace domain needs to ensure that the end users are able to access their workspace from any device at any time and at any location. IT services include e.g. the onsite/ workplace support, client services., enterprise mobility management, software packaging & distribution, identity- & access mgmt. and virtual desktop infrastructure.

Workspace | How people work

The Workspace domain supports end-users in the way how they are working. Users receive personalized, work-specific solutions and automated business processes in the workplace environment based on integrated back-end systems. IT services include e.g. endpoint management, file & print services, active directory and M365 platform services.

Navisco AG


Navisco has been advising companies on workplace and service desk transformation for over 20 years. In doing so, we have helped our clients to define and implement new workplace operating models based on our organization, process and tool framework and by finding the right partners for implementation.

  • Experience – Since 20 years we accompany clients on their transformation journeys

  • Know How – We discuss and define new operating models for the Digital Workplace every day – with our clients and service providers

  • Methodology – you benefit from our reference model, which consists of continuously collected know-how