As organizations everywhere make sense of the profound, accelerated change forced on them during 2020, one thing is clear: digital transformation is happening and is ongoing. This wasn’t a brief detour on the road but the start of a brand new path.

IT operations leaders can respond to this transition by making some changes of their own. While the situation remains dynamic, now is the opportunity to think about how to deliver a better IT service experience so that end users stay productive, empowered and motivated, while the organization benefits from newfound agility, efficiency and resilience.