tech
January 29, 2026
Envisioning the Future of the Workplace with Invisible IT
Rakshit Ghura, VP and GM of Lenovo Digital Workplace Solutions, explains why a next generation workplace will depend on proactive, ongoing IT support
TL;DR
- Hybrid work has increased the complexity of managing digital workplaces, stretching traditional operating models.
- A widening performance gap exists between leadership's goals for seamless experiences and employees' reality of friction.
- Invisible IT is an emerging support model that uses AI to predict and resolve issues in the background.
- Current reactive IT support models lead to slower recovery times, increased operational noise, and inconsistent employee experiences.
- Invisible IT relies on continuous telemetry, AI-driven insights, and automation to stabilize systems proactively.
- Pilot programs for invisible IT show significant improvements in issue resolution, reduced support costs, and faster onboarding.
- Invisible IT personalizes support based on AI-generated personas and real usage patterns, leading to faster, tailored issue resolution.
- This approach elevates IT teams by automating routine tasks, allowing them to focus on strategic improvements.
- Key barriers to invisible IT include fragmented systems, limited AI capability, and legacy workflows.
- Achieving invisible IT requires building an integrated data foundation, strengthening team capability for AI-enabled operations, and partnering with experienced providers.