EMA Releases New Research on IT Service Management (ITSM)

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Dennis Drogseth, vice president of research at EMA, approached ITSM research via a triangle of vectors, recognizing the importance of technology, organization, and process

IT Service Management

IT Service Management

It was exciting to see how strongly this research data reinforces the value of a more progressive and transformative approach to ITSM technologies, processes, and organizational interactions across all of IT.

Enterprise Management Associates (EMA), a leading IT and data management research and consulting firm, today released a new research report entitled “What is the Future of IT Service Management?,” based on criteria defined by Dennis Drogseth, vice president of research, EMA.

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.

Can both views be right? The answer to this question will depend on who is asked. EMA, however, supports the latter view—that IT service management is needed more than ever as IT seeks to become a truly service-aware, business-aligned, enterprise-facing organization. This view is in opposition to technologists isolated in silos who define their value almost exclusively in terms of “things” rather than the people they serve.

“Research is always an exploration—you never know for sure just what you’ll find. So it was exciting to see how strongly this research data reinforces the value of a more progressive and transformative approach to ITSM technologies, processes, and organizational interactions across all of IT,” said Drogseth.

”Key findings in this study include:

  • Nearly 50% of ITSM organizations were slated for growth; 35% remain the same size.
  • Only 11% of organizations had no plans to consolidate IT and non-IT customer service management.
  • Improved user experience management and integrated operations for incident, problem, and change management lead in ITSM strategic priorities.
  • Self-service, project management, and CMDB/CMS/ADDM led in functional priorities.
  • 55% surveyed viewed big data / analytics for IT as a shared ITSM and operations priority.
  • The research suggests two track for ITSM teams—a progressive track and a reactive track, with distinctly different profiles and investment patterns

Access the full research report entitled What is the Future of IT Service Management? online. Journalists may request a complimentary copy of the report by emailing rgould(at)enterprisemanagement(dot)com.

About Enterprise Management Associates (EMA)
Founded in 1996, EMA is a leading industry analyst firm that provides deep insight across the full spectrum of IT and data management technologies. EMA analysts leverage a unique combination of practical experience, insight into industry best practices, and in-depth knowledge of current and planned vendor solutions to help its clients achieve their goals. Learn more about EMA research, analysis, and consulting services for enterprise line of business users, IT professionals and IT vendors at http://www.enterprisemanagement.com or blogs.enterprisemanagement.com.

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Raleigh Gould

Raleigh Gould
Enterprise Management Associates (EMA)
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