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Digital Transformation

Agile Systems IT Specialists support clients in the digital transformation of their business through agile project management.

Additional Reading

From leading industry thinkers

Gartner Highlights Four Myths Surrounding IT Self-Service

"Of all service desk contact volume, as much as 40 percent could be solved through IT self-service, but only 5 percent of issues actually are solved by IT self-service, according to Gartner, Inc. By 2015, the majority of IT organizations will have less than 10 percent of the contact volume managed by IT self-service. "IT self-service is a great concept, enabling and empowering end users to solve their own IT problems, thereby allowing support organizations to gain efficiencies through a reduced incident and request workload, " said David Coyle, research vice president at Gartner. "However, building a best-in-class IT self-service portal does not guarantee that end users will utilize it." Following extensive client research, Gartner analysts have identified four common myths that organizations have regarding IT self-service. Gartner believes that these myths and the associated realities, in combination with low IT service desk maturity, are the factors that prevent IT organizations from successfully delivering IT self-service."

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