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Our client wanted to better understand how IT Service Management (ITSM) platforms in North America integrate with workplace hardware such as docking stations and monitors. They wanted to assess how companies manage and monitor these devices in hybrid work environments, where limited visibility often makes device tracking and maintenance more difficult.
The objective was to gather an outside-in perspective on integration methods, operational pain points, evolving customer expectations and future needs to inform product development and integration strategy.
10EQS conducted targeted interviews with IT architects, software developers, and enterprise infrastructure leaders. The research explored the effectiveness of current software connections (APIs), the use of management tools, and how AI-driven support models can improve the daily technology experience for remote employees.
10EQS found that while IT teams use standardized software platforms to exchange hardware data, they prefer "brand-neutral" solutions over apps tied to a single manufacturer. Findings provided the client with a clearer understanding of where OEM platforms can create differentiated value, and which integration capabilities matter most to enterprise buyers.
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