From Tickets to Outcomes: What Four Practitioners Told Us About the Present and Future of DEX, ITSM, and SRE

This article explores the transition in IT management from reactive, ticket-based support to an "outcome-led" approach focused on Digital Employee Experience (DEX). Industry experts advocate for using telemetry and AI to move beyond merely resolving individual symptoms toward implementing preventative, self-healing solutions that address root causes. Ultimately, the goal is to transform IT service desks into strategic partners that enhance business productivity by resolving issues before employees even encounter them.