How Companies Benefit From ITSM

By Dennis McCafferty  |  Posted 04-21-2015 Email

CIOs are leading their organizations to greater efficiencies and improved user experiences through the increased use of IT Service Management (ITSM), according to a recent survey from Enterprise Management Associates (EMA). The report titled "What Is the Future of IT Service Management?" reveals that the vast majority of companies adopting ITSM said they've met with considerable success in the process. As a result, the ITSM team profile is growing as it takes on more duties throughout lines of business. ITSM is traditionally defined as a process-based practice designed to align the delivery of IT services with the needs of the enterprise and IT users and customers. Despite the positive developments, the report indicates that CIOs and their IT teams must initiate a cultural and even political change to actively promote new ways of working, sharing information and making decisions enterprisewide. With this, they will emerge as "a powerhouse" for governance, efficiency and added consumer and user value. "Successful ITSM teams are seeking more innovative technology adoptions and use cases for these investments–as the need to manage change in support of agile, mobile consumers and hybrid public/private cloud infrastructures actually makes the disciplines and advantages of ITSM more apparent," according to the report, which also includes findings related to mobility, configuration management databases (CMDBs), change automation and other technologies. An estimated 270 executives, managers and professionals involved with ITSM took part in the research.

Dennis McCafferty is a freelance writer for Baseline Magazine.


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