ANALYST RESEARCH

Enterprise Management Associates® research report illustrates next-generation IT service management

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IT service management (ITSM) has often been viewed by the industry as an area of reactive management, with fading process efficiencies and legacy concerns.

The truth couldn’t be more different.

In many organizations ITSM has become a hub of innovation, unifying IT across its many silos, promoting and measuring IT operational efficiencies and consolidating insights critical for both IT and digital transformation.

This research report examines ITSM from multiple dimensions, showing what’s really occurring with initiatives in both North America and Europe, and providing a blueprint for how best to accelerate forward into a truly next-generation status.