Goodbye Old-School I: Five Trends Shaping ITSM’s Future

Presented by

Eveline Oehrlich & Glenn O’Donnell

About this talk

The purpose of ITSM is to align the delivery of services to the business demands in an efficient, effective and cost sensitive way demands a paradigm shift in delivering end-to-end services. This paradigm shift is happening and we see the evidence. The five trends around IT service management are organizational changes, adoption of new business models such as SaaS, increased focus on customer-facing processes such as service catalogs and managing service level agreements, and the reduction of MOOSE (maintenance of the ongoing system environment) through automation.

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