July 23, 2025
The future of end-user services: Are you ready?
- Last updated 08/08/2025
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In a world where digital transformation is no longer optional, the Gartner report Predicts 2025: Transform End-User Services Into a Predictive and Resilient Digital Workplace, delivers a wake-up call for IT and digital workplace leaders.
At Omnissa, we believe this report is a must-read for any organization looking to stay ahead of the curve—and we’ve made it easy for you to access it.
Download the full Gartner report here.
Our key takeaways from the report
- Digital employee experience (DEX) is the new battleground: Organizations that measure and improve DEX are 1.7x more likely to gain executive support and commitment for projects. The 2024 Gartner Digital Worker Survey found that 75% of digital workers contact IT for support with a technical problem.
- Resilience is non-negotiable: The 2024 Gartner CrowdStrike Recovery Survey found that 42% of those impacted by the CrowdStrike outage reported updating existing resilience strategies as a long term impact of the outage. Gartner predicts that by 2027, companies using DaaS in continuity plans will recover in hours—not weeks.
- SaaS sprawl is draining budgets: SaaS spend has surged 51% since 2022. However, due to lack of visibility and decentralized management, Gartner estimates that 30% of SaaS licenses are used or underused and that most organizations are only aware of 40% of their SaaS portfolio.
- PC refresh cycles are getting smarter: According to Gartner, by 2028, 70% of IT orgs will use data—not arbitrary timelines—to trigger device replacements. It’s time to ditch the “every 3 years” model and embrace data-driven decisions.
Why this matters for you
Whether you're a CIO, IT leader, or digital workplace strategist, this report outlines the strategic shifts you need to make now to stay competitive in 2025 and beyond. From optimizing SaaS spend to enabling hybrid work with DaaS, the insights are actionable and urgent.
Don’t miss out
We’ve licensed this Gartner report for a limited time—so now is the time to act. Empower your team. Optimize your strategy. Lead the future of work.
Gartner, Predicts 2025: Transform End-User Services Into a Predictive and Resilient Digital Workplace, 19 February 2025, Lina Al Dana, Dan Wilson, Erin Pierre, Tom Cipolla, Stuart Downes, Sunil Kumar GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.
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