Understand IT customer needs
How understand it customer needs are reshaped as AGI capability advances.
The bottom line
Roughly 85% of the work in Understand IT customer needs is information-shaped — already within reach of AI delivery. The question here is not whether it shifts, but which tasks go first and who staffs the residual.
Why: Derived primarily from the lens prior 'Develop and manage IT customer relationships' and the process description, which centers on 'Assessing the customer communities' and 'IT operational capabilities'. Because the work consists entirely of information gathering, data analysis, and communication—devoid of physical material manipulation—it maps firmly to the digital band as pure desk-knowledge work.
grounded in the economy graph · digital scalar 0.85 · digital
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How the work flows
Trigger: A scheduled IT service review cycle begins or business units submit requests for new technological capabilities.
- Identify target internal customer segments and business units
- Gather feedback on current IT capabilities and service usage
- Analyze current IT operational performance and usage data
- Define emerging business requirements and technological needs
- Map identified needs against the existing IT service catalog
- Document capability gaps and prepare findings for IT strategy planning
Outcome: IT customer communities are profiled and their emerging technology needs are mapped against current operational capabilities to expose service gaps.