What is the Future of IT Service Management (ITSM)? You Might Be Surprised!
IT service management (ITSM) is, like many terms in service management, one that carries with it a diverse identity. On the one hand, ITSM is often linked to old-guard values associated with elaborate, time-consuming processes for managing change and traditional forms of governance. On the other hand, some view ITSM as a dynamic center for expanding IT value—in combination with operations, development, and business stakeholders.
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Duration: 35 minutes
Can both views be right?
Join vice president of research from leading IT analyst firm Enterprise Management Associates (EMA), Dennis Drogseth, to discover the answer to this question, as well as:
- Are most ITSM teams growing or shrinking?
- Who’s driving ITSM expansion?
- What are the impacts of cloud and agile on ITSM?
- How do ITSM managers and professionals view big data for IT, automation, mobile, and self-service?
- How successful are ITSM teams in supporting broader enterprise service needs?
- What makes for a winning ITSM strategy in 2015?
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