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The defining trend in 2017 will be ITSM capabilities and practices becoming more widely embraced in other areas of the organization.


  • IT service management has an important role to play in helping organizations achieve digital transformation objectives.

Features and Benefits

  • Learn about how the appeal of service management solutions is broadening beyond solely IT.
  • Assesses how technologies and practices such as cloud and DevOps are impacting ITSM.

Key questions answered

  • What does Ovum identify as the key trends impacting the ITSM market in 2017?
  • What IT and business objectives can ITSM solutions help organizations deliver against?

Table of contents


  • Catalyst
  • Ovum view
  • Key messages


  • Recommendations for enterprises
  • Recommendations for vendors

Business trends and technology enablers

  • Evolving the service management value proposition

ITSM has an important role to play in helping organizations achieve digital transformation

  • Digital transformation means different things to different organizations
  • ITSM solutions will be an important investment for organizations looking to optimize business activities
  • AI and machine learning are changing the analytics game

The appeal of service management solutions will broaden

  • Enterprise service management capabilities are gathering traction
  • An outcome- not technology-focused approach is one that will improve business engagement
  • The service desk remains an important IT function, but it must evolve
  • Digital enterprise management (DEM) represents the rebirth of BSM for the digital era

In a cloud world, ITSM has an important role to play

  • Service management is an important component in managing cloud ecosystems
  • The coexistence of ITSM and DevOps will support digital initiatives
  • Asset and capacity management practices are being transformed because of cloud migration
  • ServiceNow’s SaaS ITSM solution is exerting a disruptive influence on the GRC solution market
  • Why IoT will make the CMDB a crucial component in managing the delivery of services


  • Methodology
  • Author

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