The IT Service Management function has entered a new era. Long regarded as the set of practices and solutions for ensuring that technology is best meeting the needs of users, it now serves as the vehicle that will deliver value in today’s emerging digital enterprise.
The survey that serves as the basis for this report, conducted among IT leaders in large organizations, examined the evolving role of IT Service Management. The research maps ITSM progress against a maturity model that looks at its progression from IT department enabler to digital catalyst. The ITSM maturity curve finds that the vast majority of ITSM efforts have moved beyond a focus on IT-centric services, and are positioning a service culture to advance its business in the digital economy.
