ANALYST REPORT

IDG Survey IT Service Management

IDG Survey IT Service Management
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Digital Workflows 2020 Key Takeaways

ITSM is used as a blueprint for digitalizing workflows in other company divisions. Over 90 percent of the participants in our survey for which we partnered with IDG, are of the opinion that standardized, automated and tool-supported processes would be beneficial also for other business units, such as HR or customer service.

Key Takeaways

  • Consensus: The basic idea of IT service management is also suitable for other business processes
  • Tools support unified approach to service automation
  • The ITSM / ESM tool must be integration capable and flexible
  • Artificial Intelligence and machine learning take ITSM and ESM further


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