Automating Service Management: Decision Making for the Digital Age

Presented by

Dennis Drogseth, EMA and Roy Ritthaler, Micro Focus

About this talk

Leveraging extensive EMA research, this webinar will dig deeply into the intersections of automation, self-service, social IT and analytics to see how these technologies can interact to transform not only IT service management (ITSM) teams but also end-user and broader IT productivity. Join Dennis Drogseth, vice president of research at leading IT analyst firm Enterprise Management Associates (EMA), and Roy Ritthaler, vice president of product marketing at Micro Focus, to discover how ITSM teams can become hubs of innovation. In doing so, service management teams can help to improve and empower both IT and business performance. You will also learn: -How ITSM teams are evolving both organizationally and in terms expanding IT initiatives -How strategic priorities in service management changed over the last four years and what remain as the greatest challenges -How ITSM teams are beginning to adopt automation, self-service, social IT, analytics and AI and the benefits once these technologies are adopted -How these technology areas are combined to support superior business and IT performance
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