{"id":106051,"date":"2026-01-27T10:12:26","date_gmt":"2026-01-27T09:12:26","guid":{"rendered":"https:\/\/mwtsolutions.eu\/?p=106051"},"modified":"2026-02-03T11:07:30","modified_gmt":"2026-02-03T10:07:30","slug":"service-desk-2026-jak-pripravujeme-organizace-na-eru-agentni-ai-rostouciho-tlaku-byznysu-a-nove-odpovednosti-it","status":"publish","type":"post","link":"https:\/\/i.mwtsolutions.eu\/cs\/clanky\/service-desk-2026-jak-pripravujeme-organizace-na-eru-agentni-ai-rostouciho-tlaku-byznysu-a-nove-odpovednosti-it\/","title":{"rendered":"Service Desk 2026: jak p\u0159ipravujeme organizace na \u00e9ru agentn\u00ed AI, rostouc\u00edho tlaku byznysu a nov\u00e9 odpov\u011bdnosti IT"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"106051\" class=\"elementor elementor-106051\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-9cef5ee elementor-section-boxed elementor-section-height-default elementor-section-height-default force-full-width-no\" data-id=\"9cef5ee\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-c2b9276\" data-id=\"c2b9276\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-67672ae elementor-widget elementor-widget-text-editor\" data-id=\"67672ae\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Rok 2026 se r\u00fdsuje jako zlomov\u00fd moment pro IT odd\u011blen\u00ed. Obdob\u00ed pilotn\u00edch projekt\u016f a experiment\u016f s AI se ch\u00fdl\u00ed ke konci a organizace vstupuj\u00ed do f\u00e1ze, ve kter\u00e9 mus\u00ed technologie p\u0159in\u00e1\u0161et m\u011b\u0159iteln\u00e9 obchodn\u00ed v\u00fdsledky. Analytick\u00e9 zpr\u00e1vy Forresteru a Gartneru jsou v tomto ohledu konzistentn\u00ed: AI se st\u00e1v\u00e1 opera\u010dn\u00edm prvkem, nikoli \u201etestovanou\u201c inovac\u00ed, co\u017e znamen\u00e1 n\u00e1r\u016fst odpov\u011bdnosti na stran\u011b CIO a IT t\u00fdm\u016f.<\/p><p>V t\u00e9to realit\u011b p\u0159est\u00e1v\u00e1 b\u00fdt Service Desk pouze m\u00edstem reakce na u\u017eivatelsk\u00e9 po\u017eadavky. St\u00e1v\u00e1 se prostorem, kde se prot\u00edn\u00e1 automatizace, u\u017eivatelsk\u00e1 zku\u0161enost a odpov\u011bdnost za kvalitu fungov\u00e1n\u00ed syst\u00e9m\u016f \u2013 v\u010detn\u011b syst\u00e9m\u016f zalo\u017een\u00fdch na AI. Pr\u00e1v\u011b proto m\u00e1 zp\u016fsob, jak\u00fdm dnes Service Desk budujeme a rozv\u00edj\u00edme, p\u0159\u00edm\u00fd vliv na p\u0159ipravenost organizace na rok 2026.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-81a4374 elementor-section-boxed elementor-section-height-default elementor-section-height-default force-full-width-no\" data-id=\"81a4374\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-ef71ec4\" data-id=\"ef71ec4\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-fea623d elementor-widget elementor-widget-heading\" data-id=\"fea623d\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Progn\u00f3zy analytik\u016f na rok 2026 \u2013 nov\u00e1 opera\u010dn\u00ed realita IT<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-02c27e4 elementor-widget elementor-widget-text-editor\" data-id=\"02c27e4\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><strong>Agentn\u00ed AI vstupuje do IT provozu<\/strong><\/p><p>Forrester ve sv\u00fdch predikc\u00edch pro rok 2026 zd\u016fraz\u0148uje, \u017ee agentn\u00ed AI \u2013 tedy syst\u00e9my schopn\u00e9 nejen analyzovat, ale tak\u00e9 samostatn\u011b vykon\u00e1vat \u00fakoly \u2013 se stane b\u011b\u017enou sou\u010d\u00e1st\u00ed IT provozu. Jde o kvalitativn\u00ed zm\u011bnu: AI p\u0159est\u00e1v\u00e1 pouze podporovat specialisty a za\u010d\u00edn\u00e1 re\u00e1ln\u011b ovliv\u0148ovat pr\u016fb\u011bh proces\u016f.<\/p><p>Z\u00e1rove\u0148 Forrester upozor\u0148uje na rizika. S rostouc\u00ed autonomi\u00ed agent\u016f nar\u016fst\u00e1 po\u010det chyb, eskalac\u00ed a krizov\u00fdch situac\u00ed, kter\u00e9 se p\u0159\u00edmo dot\u00fdkaj\u00ed koncov\u00fdch u\u017eivatel\u016f. Tam, kde AI rozhoduje, mus\u00ed existovat bod kontroly a odpov\u011bdnosti.<\/p><p>\u00a0<\/p><p><strong>Gartner o d\u016fv\u011b\u0159e, odolnosti a governance<\/strong><\/p><p>Gartner ve zpr\u00e1v\u011b Strategic Predictions for 2026 uv\u00e1d\u00ed, \u017ee AI se stane \u201eneviditelnou vrstvou\u201c obchodn\u00edch proces\u016f \u2013 p\u0159\u00edtomnou v\u0161ude, ale ne v\u017edy viditelnou pro u\u017eivatele. V takov\u00e9 situaci se kl\u00ed\u010dov\u00fdm aktivem organizace st\u00e1v\u00e1 d\u016fv\u011bra: v technologie, data i procesy.<\/p><p>Predikce Gartneru jasn\u011b ukazuj\u00ed, \u017ee bez pevn\u00e9ho governance, pozorovatelnosti a kontroln\u00edch mechanism\u016f budou m\u00edt firmy st\u00e1le v\u011bt\u0161\u00ed probl\u00e9m udr\u017eet stabilitu a provozn\u00ed soulad. IT si ji\u017e nem\u016f\u017ee dovolit nekontrolovan\u00e9 experimenty.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-5c6d5c1 elementor-section-boxed elementor-section-height-default elementor-section-height-default force-full-width-no\" data-id=\"5c6d5c1\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-594355f\" data-id=\"594355f\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-ff769e5 elementor-widget elementor-widget-heading\" data-id=\"ff769e5\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Pro\u010d se Service Desk st\u00e1v\u00e1 centrem odpov\u011bdnosti za AI <\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-d7ccd17 elementor-section-boxed elementor-section-height-default elementor-section-height-default force-full-width-no\" data-id=\"d7ccd17\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-5f76f58\" data-id=\"5f76f58\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-74eb9b0 elementor-widget elementor-widget-text-editor\" data-id=\"74eb9b0\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Chyby AI syst\u00e9m\u016f se nej\u010dast\u011bji projev\u00ed v m\u00edst\u011b styku technologie s u\u017eivatelem: kdy\u017e nen\u00ed po\u017eadavek spr\u00e1vn\u011b vy\u0159\u00edzen, p\u0159\u00edstup je ud\u011blen nespr\u00e1vn\u00e9 osob\u011b nebo automatizace nefunguje podle o\u010dek\u00e1v\u00e1n\u00ed. P\u0159irozen\u00fdm m\u00edstem, kam se tyto probl\u00e9my dost\u00e1vaj\u00ed, je Service Desk.<\/p><p>Pr\u00e1v\u011b zde:<\/p><ul><li>se objevuj\u00ed prvn\u00ed sign\u00e1ly nespr\u00e1vn\u00e9ho fungov\u00e1n\u00ed AI,<\/li><li>doch\u00e1z\u00ed k eskalaci probl\u00e9m\u016f sm\u011brem k IT t\u00fdm\u016fm,<\/li><li>jsou shroma\u017e\u010fov\u00e1na data umo\u017e\u0148uj\u00edc\u00ed vyhodnocovat efektivitu automatizace.<\/li><\/ul><p>Klasick\u00fd help desk, zalo\u017een\u00fd p\u0159ev\u00e1\u017en\u011b na manu\u00e1ln\u00edm zpracov\u00e1n\u00ed po\u017eadavk\u016f, nen\u00ed schopen tuto roli plnit. Je zapot\u0159eb\u00ed vysp\u011bl\u00e9 ITSM \u0159e\u0161en\u00ed, kter\u00e9 propojuje automatizaci s kontrolou a transparentnost\u00ed proces\u016f.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-57bd51e elementor-section-boxed elementor-section-height-default elementor-section-height-default force-full-width-no\" data-id=\"57bd51e\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-4a79a8d\" data-id=\"4a79a8d\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-1260040 elementor-widget elementor-widget-heading\" data-id=\"1260040\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Jak na tyto v\u00fdzvy reagujeme v ServiceDesk Plus <\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f4e16fe elementor-widget elementor-widget-text-editor\" data-id=\"f4e16fe\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><strong>Centralizace proces\u016f jako z\u00e1klad kontroly<\/strong><\/p><p>V <a href=\"https:\/\/i.mwtsolutions.eu\/cs\/produkty\/itsm\/servicedesk-plus\/\" target=\"_blank\" rel=\"noopener\">ServiceDesk Plus<\/a> hraje kl\u00ed\u010dovou roli centralizace. Incidenty, u\u017eivatelsk\u00e9 po\u017eadavky, probl\u00e9my, zm\u011bny, CMDB i spr\u00e1va aktiv funguj\u00ed v jednom konzistentn\u00edm syst\u00e9mu. Tento model vytv\u00e1\u0159\u00ed pevn\u00e9 z\u00e1klady pro governance \u2013 bez rozt\u0159\u00ed\u0161t\u011bn\u00fdch n\u00e1stroj\u016f a nejasn\u00fdch odpov\u011bdnost\u00ed.<\/p><p>D\u00edky tomu z\u00edsk\u00e1v\u00e1me plnou viditelnost IT proces\u016f, co\u017e je nezbytnou podm\u00ednkou pro bezpe\u010dn\u00e9 vyu\u017e\u00edv\u00e1n\u00ed automatizace a AI v m\u011b\u0159\u00edtku cel\u00e9 organizace.<\/p><p><strong>Automatizace p\u0159i zachov\u00e1n\u00ed kontroly<\/strong><\/p><p>ServiceDesk Plus umo\u017e\u0148uje vytv\u00e1\u0159et pokro\u010dil\u00e9 workflow, obchodn\u00ed pravidla a SLA mechanismy, kter\u00e9 automatizuj\u00ed obsluhu opakuj\u00edc\u00edch se ud\u00e1lost\u00ed. Sou\u010dasn\u011b zachov\u00e1v\u00e1me mo\u017enost v\u011bdom\u011b navrhovat procesy s \u00fa\u010dast\u00ed \u010dlov\u011bka \u2013 tam, kde je riziko nebo obchodn\u00ed dopad vysok\u00fd.<\/p><p>Tento p\u0159\u00edstup n\u00e1m umo\u017e\u0148uje podporovat IT t\u00fdmy pomoc\u00ed automatizace, ani\u017e bychom zcela odevzdali kontrolu autonomn\u00edm syst\u00e9m\u016fm. P\u0159esn\u011b tento balanc bude podle Forrestera a Gartneru v roce 2026 v mnoha organizac\u00edch chyb\u011bt.<\/p><p><strong>AI a inteligentn\u00ed zpracov\u00e1n\u00ed po\u017eadavk\u016f v praxi<\/strong><\/p><p>V ServiceDesk Plus vyu\u017e\u00edv\u00e1me mechanismy AI a strojov\u00e9ho u\u010den\u00ed k inteligentn\u00ed kategorizaci, prioritizaci a zpracov\u00e1n\u00ed po\u017eadavk\u016f. AI podporuje IT t\u00fdmy p\u0159i rychlej\u0161\u00ed diagnostice probl\u00e9m\u016f a navrhov\u00e1n\u00ed \u0159e\u0161en\u00ed, v\u017edy v\u0161ak funguje v r\u00e1mci jasn\u011b definovan\u00fdch ITSM proces\u016f.<\/p><p>To je z\u00e1sadn\u00ed rozd\u00edl: AI nefunguje \u201evedle\u201c proces\u016f, ale je jejich sou\u010d\u00e1st\u00ed. D\u00edky tomu automatizace nenaru\u0161uje d\u016fv\u011bru u\u017eivatel\u016f a skute\u010dn\u011b zvy\u0161uje provozn\u00ed efektivitu.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-4fb50ee elementor-section-boxed elementor-section-height-default elementor-section-height-default force-full-width-no\" data-id=\"4fb50ee\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-46c5756\" data-id=\"46c5756\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-3393a95 elementor-widget elementor-widget-heading\" data-id=\"3393a95\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">U\u017eivatelsk\u00e1 zku\u0161enost jako m\u011b\u0159\u00edtko efektivity IT <\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c3c8f93 elementor-widget elementor-widget-text-editor\" data-id=\"c3c8f93\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><strong>EX p\u0159est\u00e1v\u00e1 b\u00fdt \u201em\u011bkk\u00fdm\u201c ukazatelem<\/strong><\/p><p>Zpr\u00e1va McKinsey Technology Trends Outlook 2025 jednozna\u010dn\u011b ukazuje, \u017ee IT st\u00e1le \u010dast\u011bji odpov\u00edd\u00e1 nejen za stabilitu syst\u00e9m\u016f, ale tak\u00e9 za u\u017eivatelskou zku\u0161enost a produktivitu zam\u011bstnanc\u016f. Frustrace u\u017eivatel\u016f se p\u0159\u00edmo prom\u00edt\u00e1 do provozn\u00edch ztr\u00e1t a r\u016fstu shadow IT.<\/p><p>Z tohoto pohledu se Service Desk st\u00e1v\u00e1 jedn\u00edm z kl\u00ed\u010dov\u00fdch bod\u016f vytv\u00e1\u0159en\u00ed obchodn\u00ed hodnoty.<\/p><p><strong>Jak ServiceDesk Plus podporuje pozitivn\u00ed EX<\/strong><\/p><p>Samoobslu\u017en\u00fd port\u00e1l, znalostn\u00ed b\u00e1ze a jednotn\u00e9 kontaktn\u00ed m\u00edsto s IT zkracuj\u00ed dobu \u0159e\u0161en\u00ed a sni\u017euj\u00ed po\u010det eskalac\u00ed. Transparentn\u00ed komunikace o stavu po\u017eadavk\u016f a automatick\u00e9 \u0159e\u0161en\u00ed opakuj\u00edc\u00edch se probl\u00e9m\u016f zvy\u0161uj\u00ed p\u0159edv\u00eddatelnost a komfort u\u017eivatel\u016f.<\/p><p>Dob\u0159e navr\u017een\u00fd Service Desk nejen \u0159e\u0161\u00ed probl\u00e9my \u2013 p\u0159edch\u00e1z\u00ed frustraci d\u0159\u00edve, ne\u017e za\u010dne negativn\u011b ovliv\u0148ovat byznys.<\/p><p>Rok 2026 nebude obdob\u00edm tolerance chyb AI. Forrester upozor\u0148uje na klesaj\u00edc\u00ed toleranci v\u016f\u010di ne\u00fasp\u011b\u0161n\u00fdm implementac\u00edm, Gartner zd\u016fraz\u0148uje v\u00fdznam d\u016fv\u011bry a odolnosti. V\u0161ichni p\u0159ipom\u00ednaj\u00ed, \u017ee technologie mus\u00ed p\u0159in\u00e1\u0161et skute\u010dnou hodnotu.<\/p><p>V tomto kontextu p\u0159est\u00e1v\u00e1 b\u00fdt Service Desk provozn\u00edm n\u00e1kladem a st\u00e1v\u00e1 se sou\u010d\u00e1st\u00ed IT strategie. V <a href=\"https:\/\/i.mwtsolutions.eu\/cs\/produkty\/itsm\/servicedesk-plus\/\" target=\"_blank\" rel=\"noopener\">ServiceDesk Plus<\/a> propojujeme automatizaci, kontrolu a u\u017eivatelskou zku\u0161enost a vytv\u00e1\u0159\u00edme pevn\u00e9 z\u00e1klady pro odpov\u011bdn\u00e9 vyu\u017e\u00edv\u00e1n\u00ed AI.<\/p><p>Pr\u00e1v\u011b na \u00farovni Service Desk se dnes rozhoduje o tom, zda se AI stane skute\u010dnou podporou organizace, nebo zdrojem chaosu a ztr\u00e1ty d\u016fv\u011bry.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-97ed4b7 elementor-widget elementor-widget-text-editor\" data-id=\"97ed4b7\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><b><span data-contrast=\"auto\">Zdroje:<\/span><\/b><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><ul><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><a href=\"https:\/\/www.gartner.com\/en\/newsroom\/press-releases\/2025-10-21-gartner-unveils-top-predictions-for-it-organizations-and-users-in-2026-and-beyond\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"auto\">Gartner \u2014 Top strategic predictions for 2026<\/span><\/a><\/li><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"2\" data-aria-level=\"1\"><a href=\"https:\/\/www.forrester.com\/predictions\/technology-2026\/\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"auto\">Forrester \u2014 Predictions 2026: Technology &amp; Security<\/span><\/a><\/li><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}\" data-aria-posinset=\"2\" data-aria-level=\"1\"><a href=\"https:\/\/www.mckinsey.com\/capabilities\/tech-and-ai\/our-insights\/the-top-trends-in-tech\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"auto\">McKinsey\u00a0Technology\u00a0Trends\u00a0Outlook 2025<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/a><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Rok 2026 se r\u00fdsuje jako zlomov\u00fd moment pro IT odd\u011blen\u00ed. Obdob\u00ed pilotn\u00edch projekt\u016f a experiment\u016f s AI se ch\u00fdl\u00ed ke konci a organizace vstupuj\u00ed do f\u00e1ze, ve kter\u00e9 mus\u00ed technologie p\u0159in\u00e1\u0161et m\u011b\u0159iteln\u00e9 obchodn\u00ed v\u00fdsledky. Analytick\u00e9 zpr\u00e1vy Forresteru a Gartneru jsou v tomto ohledu konzistentn\u00ed: AI se st\u00e1v\u00e1 opera\u010dn\u00edm prvkem, nikoli \u201etestovanou\u201c inovac\u00ed, co\u017e znamen\u00e1 n\u00e1r\u016fst [&hellip;]<\/p>\n","protected":false},"author":69,"featured_media":106052,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"content-type":"","om_disable_all_campaigns":false,"inline_featured_image":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"_links_to":"","_links_to_target":""},"categories":[274],"tags":[349,348],"acf":[],"aioseo_notices":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.6 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Service Desk 2026: jak p\u0159ipravujeme organizace na \u00e9ru agentn\u00ed AI, rostouc\u00edho tlaku byznysu a nov\u00e9 odpov\u011bdnosti IT - MWT Solutions<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/i.mwtsolutions.eu\/cs\/clanky\/service-desk-2026-jak-pripravujeme-organizace-na-eru-agentni-ai-rostouciho-tlaku-byznysu-a-nove-odpovednosti-it\/\" \/>\n<meta property=\"og:locale\" content=\"cs_CZ\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Service Desk 2026: jak p\u0159ipravujeme organizace na \u00e9ru agentn\u00ed AI, rostouc\u00edho tlaku byznysu a nov\u00e9 odpov\u011bdnosti IT - MWT Solutions\" \/>\n<meta property=\"og:description\" content=\"Rok 2026 se r\u00fdsuje jako zlomov\u00fd moment pro IT odd\u011blen\u00ed. 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Analytick\u00e9 zpr\u00e1vy Forresteru a Gartneru jsou v tomto ohledu konzistentn\u00ed: AI se st\u00e1v\u00e1 opera\u010dn\u00edm prvkem, nikoli \u201etestovanou\u201c inovac\u00ed, co\u017e znamen\u00e1 n\u00e1r\u016fst [&hellip;]\" \/>\n<meta property=\"og:url\" content=\"https:\/\/i.mwtsolutions.eu\/cs\/clanky\/service-desk-2026-jak-pripravujeme-organizace-na-eru-agentni-ai-rostouciho-tlaku-byznysu-a-nove-odpovednosti-it\/\" \/>\n<meta property=\"og:site_name\" content=\"MWT Solutions\" \/>\n<meta property=\"article:published_time\" content=\"2026-01-27T09:12:26+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2026-02-03T10:07:30+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/i.mwtsolutions.eu\/wp-content\/uploads\/2026\/01\/CZ26_SDP_artykul_na_www_1153x604.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1153\" \/>\n\t<meta property=\"og:image:height\" content=\"604\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Magdalena Izban\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Napsal(a)\" \/>\n\t<meta name=\"twitter:data1\" content=\"Magdalena Izban\" \/>\n\t<meta name=\"twitter:label2\" content=\"Odhadovan\u00e1 doba \u010dten\u00ed\" \/>\n\t<meta name=\"twitter:data2\" content=\"5 minut\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/i.mwtsolutions.eu\/cs\/clanky\/service-desk-2026-jak-pripravujeme-organizace-na-eru-agentni-ai-rostouciho-tlaku-byznysu-a-nove-odpovednosti-it\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/i.mwtsolutions.eu\/cs\/clanky\/service-desk-2026-jak-pripravujeme-organizace-na-eru-agentni-ai-rostouciho-tlaku-byznysu-a-nove-odpovednosti-it\/\"},\"author\":{\"name\":\"Magdalena Izban\",\"@id\":\"https:\/\/i.mwtsolutions.eu\/#\/schema\/person\/0ddbc621ee9b87f37564ea3958a2c93d\"},\"headline\":\"Service Desk 2026: jak p\u0159ipravujeme organizace na \u00e9ru agentn\u00ed AI, rostouc\u00edho tlaku byznysu a nov\u00e9 odpov\u011bdnosti IT\",\"datePublished\":\"2026-01-27T09:12:26+00:00\",\"dateModified\":\"2026-02-03T10:07:30+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/i.mwtsolutions.eu\/cs\/clanky\/service-desk-2026-jak-pripravujeme-organizace-na-eru-agentni-ai-rostouciho-tlaku-byznysu-a-nove-odpovednosti-it\/\"},\"wordCount\":1107,\"publisher\":{\"@id\":\"https:\/\/i.mwtsolutions.eu\/#organization\"},\"keywords\":[\"SDP\",\"servicedesk plus\"],\"articleSection\":[\"\u010cl\u00e1nky\"],\"inLanguage\":\"cs\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/i.mwtsolutions.eu\/cs\/clanky\/service-desk-2026-jak-pripravujeme-organizace-na-eru-agentni-ai-rostouciho-tlaku-byznysu-a-nove-odpovednosti-it\/\",\"url\":\"https:\/\/i.mwtsolutions.eu\/cs\/clanky\/service-desk-2026-jak-pripravujeme-organizace-na-eru-agentni-ai-rostouciho-tlaku-byznysu-a-nove-odpovednosti-it\/\",\"name\":\"Service Desk 2026: jak p\u0159ipravujeme organizace na \u00e9ru agentn\u00ed AI, rostouc\u00edho tlaku byznysu a nov\u00e9 odpov\u011bdnosti IT - 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