IT Service Management

Presented by

Enterprise Strategy Group's Jon Brown, Senior Analyst and Christian Perry, Director of Syndicated Research

About this talk

Over the last decade, the role and scope of IT Service Management has changed. Cloud computing, operational acceleration, and the adoption of DevOps, CI/CD, and collaborative workstyles have changed what IT Service Management means and how IT Services are requested and delivered. Beyond manual ticketing and processes, modern ITSM embraces automation, AI, and flexible service delivery approaches to support today’s new needs. In this brief video, Enterprise Strategy Group Research Director, Christian Perry, and Senior Analyst, Jon Brown, discuss their recently fielded study that illustrates the advantages of modern IT Service Management as well as some of the key findings from firms that have modernized their approach to ITSM.
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