While IT service management (ITSM) has too often been viewed by the industry as an area of reactive management with fading process efficiencies and legacy concerns, the truth couldn't be more different. As this research shows, in many organizations ITSM is becoming a hub of innovation, unifying IT across its many silos, promoting and measuring IT operational efficiencies, and consolidating insights critical for IT-to-business planning supportive of both IT and digital transformation. 

In this report, we examine ITSM from various perspectives--organizational role of respondents, company size and vertical, geographical differences, and success-related patterns of behavior. Targeted at IT executives and technical adopters across not only ITSM teams but also operations, development, and IT asset management (ITAM) teams as well as those in other related areas, this report shows what's really occurring with ITSM initiatives in both North America and Europe and provides a blueprint for how best to accelerate forward into a truly next-generation status.