EMA Releases New Research Findings on Enterprise Service Management (ESM)

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Based on 200 global ESM practitioners, EMA research examined the practical aspects of ESM from initial drivers through implementation best practices and benefits realized

ESM: The (R)evolution of ITSM Research Report

ESM: The (R)evolution of ITSM Research Report

Done well, EMA research clearly shows that ESM can be transformative on the relationship between ITSM/IT and business stakeholders across the enterprise.

Enterprise Management Associates (EMA™), a leading IT and data management research and consulting firm, has released a new research report titled “ESM: The (R)evolution of ITSM,” based on criteria defined by Valerie O’Connell, research director of IT service and business management at EMA.

Over the past ten years, EMA research has shown a steady increase in the growth of ITSM fueled by the advance of AI/automation technologies and extended use cases such as ESM and the Internet of Things (IoT). The trend continued this year. When asked, “How do you view the future of ITSM in your organization over the next three years?” all but 6% anticipate growth, with 57% projecting substantial growth in terms of budget, headcount, influence, and services offered.

“Automation, AI, and Analytics: Reinventing ITSM” research from EMA investigated the near-universal demands of digital transformation and the wealth of enabling technologies as they converge on the widening role of ITSM. At that time, 87% of organizations reported having some level of ESM deployment from their ITSM platform/team.

This new research examined ESM as both a logical, evolutionary extension of ITSM and as a revolutionary outgrowth of the digital transformation culture. It drills into the details of ESM adoption and implementation, including:

  • Characteristics of ITSM platforms that either facilitate or complicate ESM
  • Practical matters of policies, politics, and people
  • Functionality and technologies that invigorate new initiatives
  • Use cases most likely to return high rates of reward
  • Predictable challenges, drivers, and benefits realized

“ESM is not magic. It’s one part natural evolution of ITSM and one part poster-child for digital transformation,” said O’Connell. “Done well, our research clearly shows that ESM can be transformative on the relationship between ITSM/IT and business stakeholders across the enterprise.”

A detailed analysis of the research findings are available in the report, “ESM: The (R)evolution of ITSM.”

Highlights from the report will be revealed during the May 13 webinar, “ESM: The (R)evolution of ITSM.”

About 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 their 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.

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