Give your workforce fast, personalized service desk support

Enterprise IT teams worldwide wrestle with a common challenge: how to provide service desk support at all hours of the day for geographically dispersed teams.

Mobile users want quick, easy solutions so they can keep working.

Service desk agents want time back from password resets and other simple fixes.

IBM Workplace Support Services with Watson addresses the challenges in a way that actually reduces the overall number of tickets, lowers costs and moves the needle on users’ satisfaction with enterprise IT.

How it works: Analytics drives AI drives automation

Analytics & AI

The data that reveals what’s happening at your organization—where issues may reside, seasonality and more.

The agent that’s able to host more-personalized user experiences and optimal results, based a knowledge corpus that continually grows and information architects groom.


The ability to act on behalf of live agents (e.g., via downloadable scriptlets) and resolve problems before users experience them.

Information Architects

At IBM we say there is no AI without IA—information architects. These are the professionals who train the solution in order to leverage AI’s full potential.

Learn more about how Watson can support your digital workplace transformation.

Improve user experiences, productivity and key business outcomes

60% reduction in service desk calls

38% increase in employee productivity

30% increase in bottom-line savings

Analyst report: market intelligence firm, IDC, discusses IBM’s offering

At a time when droves of enterprise workers are turning to AI-powered tools for IT support, IDC focuses its critical eye on the topic. IT decision makers are downloading this timely white paper to learn IDC’s point of view on AI help desks. Report excerpt: “Using Watson intelligence and cloud-based tools, IBM can provide secure, personalized support across virtual, physical, and connected environments.”

Connect with Digital Workplace Services Experts

Monique Ouellette

Vice President, IBM Digital Workplace Services

  • Automated service desk support
  • Rapid deployment solutions
  • User-centricity to boost productivity

Dennis Perpetua

IBM Distinguished Engineer and Senior IT Architect

  • Workplace Support with Watson
  • Solution architecture
  • Cognitive computing

Harie Ram Shashidhar

Offering Manager and Architect, IBM Workplace Modernization Services

  • Mobile enterprise solutions
  • Workplace strategy
  • Innovative technologies