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This research explores why ITSM will be a discipline of increased value in helping organizations overcome some of the challenges associated with digital transformation.


  • Service management technologies and practices have value beyond IT.
  • ITSM will play a key role in helping organizations execute against digital transformation initiatives.

Features and Benefits

  • Learn how IoT will have an impact on how IT services are supported and delivered.
  • Understand why disruptive technologies offer opportunities to further optimize IT processes.

Key questions answered

  • What business objectives are driving interest in service management practices and supporting technology?
  • How can IT processess be optimized?
  • How will advanced automation technologies impact ITSM solutions in 2016?
  • What impact will the internet of things have on ITSM?

Table of contents


  • Catalyst
  • Ovum view
  • Key messages


  • Recommendations for enterprises
  • Recommendations for vendors

Business trends and technology enablers

  • Realizing business value from people, process, technology, and partners

ITSM will play a key role in helping organizations execute against digital transformation initiatives

  • Objectives are to drive employee productivity and improve innovation
  • Adopting a human-centric approach to digital transformation is vital
  • Immediate focus should be on identifying opportunities to improve the service experience delivered
  • Mobility continues to transform how people work

Service management technologies and practices have value beyond IT

  • Enterprise service management is growing in popularity
  • ESM has evolved from IT’s need to become a more strategic business function
  • Automation, work transparency, and collaboration capabilities are driving business interest in service management solutions
  • Demand for enterprise service management solutions will be driven not only by IT
  • ESM solutions are being utilized in various ways

Disruptive technologies offer opportunities to further optimize IT processes

  • New technologies will continue to create new opportunities by which IT and business processes can be optimized
  • Various activities must be undertaken as part of any initiative undertaken to optimize IT processes
  • Reporting and analytics advances will help organizations further improve IT processes
  • Automation technologies continue to advance, offering new ITSM opportunities as a result

IoT will have an impact on how IT services are supported and delivered

  • Connected devices deliver new opportunities to contextualize service delivery and support
  • Big data and IoT go hand in hand
  • Analysis of real-time data and analytics is becoming an important ITSM activity


  • Further reading
  • Author

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