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Research Report - End-User
Report Summary - What is the Future of IT Service Management?
Date: 04/08/2015 Length: 8 pages Cost: $25.00

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Abstract:

This is a summary of the "EMA Research Report: What is the Future of IT Service Management?"


Full Report Abstract

This research approached ITSM via a triangle of vectors recognizing the importance of technology and organization, as well as process (including dialog and communication). EMA believes that ITSM has evolved to reflect multiple interdependencies that can only be understood by this multifaceted approach--and that this approach is also the best way to understand future ITSM directions. EMA even went beyond service-desk-specific technologies and looked at trends such as cloud and agile; big data and analytics; automation and mobile--along with examining questions relating to best practices, organizational priorities, and communication issues. 

Author:

Dennis Drogseth

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