skip to main content
Close Icon We use cookies to improve your website experience.  To learn about our use of cookies and how you can manage your cookie settings, please see our Cookie Policy.  By continuing to use the website, you consent to our use of cookies.
Global Search Configuration


ITSM can help organizations effectively exploit information and technology to meet dynamic business needs, manage change more effectively, mitigate risks, improve business and IT department collaboration, and continually improve services delivered. Various considerations must be made, however, to ensure that ITSM solutions are effectively exploited to the benefit of the wider business.


  • People, process, technology, and partners are all important components that must be considered in delivering value from any ITSM initiative.

Features and Benefits

  • Evaluates how ITSM technology has evolved in supporting the maturity of the practice.
  • Identify how service management could help your organization realize new efficiencies.
  • Understand how ITSM supports wider business trends, such as enterprise collaboration.

Key questions answered

  • Why is ITSM becoming an increasingly valuable business practice?
  • How does the value of service management extend into the wider enterprise?

Table of contents


  • Catalyst
  • Ovum view
  • Key messages


  • Recommendations for enterprises
  • Recommendations for vendors

ITSM solutions continue to evolve in offering much more than just ITIL-aligned functionality

  • ITIL has influenced how ITSM solutions have evolved
  • ITSM solutions are now offering capabilities that extend far beyond only ITIL alignment
  • Disruptive factors represent areas of opportunity for ITSM vendors

Mobility represents both a challenge and an opportunity for ITSM

  • The workforce is increasingly mobile
  • BYOD continues to challenge support models and methodologies
  • Mobility considerations must extend beyond the device alone
  • How ITSM technology is evolving in response to the mobility trend

ITSM supports enterprise collaboration

  • Improve collaboration and break down departmental silos
  • Improving collaboration with the help of ITSM technologies
  • Key to social success is a focus on the practices you are trying to improve rather than on the technology alone
  • Improve collaboration by working more transparently
  • Consider data and information security when embracing social functionality
  • The impact of DevOps

The cloud continues to change the ITSM game

  • The appeal of SaaS ITSM tools
  • Important considerations when migrating to a SaaS ITSM tool
  • Recognize how cloud continues to change user expectations

ITSM automation capabilities have improved, but room for further improvement

  • Automation capability is an important customer requirement
  • Automation capabilities have advanced over recent years, but there is still much room for improvement
  • Machine learning technologies present an exciting opportunity
  • How machine learning may benefit other areas of ITSM


  • Further reading
  • Author

Recommended Articles

  • Service Provider Markets, Consumer & Entertainment Services,...

    MWC 2018 Highlights

    By Ronan De Renesse 27 Feb 2018

    Over 20 of our senior Ovum analysts and consultants attended this year’s Mobile World Congress in Barcelona at the end of February. In between meetings, briefings and presentations, our analyst team were blogging and tweeting about key developments, trends and rumors. Have a look through our daily MWC 2018 Highlights to find out what happened.

    Topics 5G AI IoT Cloud Payments SDN/NFV Smart home

  • Enterprise Decision Maker, Enterprise IT Strategy and Select...

    2017 Trends to Watch: Big Data

    By Tony Baer 21 Nov 2016

    The breakout use case for big data will be fast data. The Internet of Things (IoT) is increasing the urgency for enterprises to embrace real-time streaming analytics, as use cases from mobile devices and sensors become compelling to a wide range of industry sectors.

    Topics Big data and analytics IoT

  • Consumer & Entertainment Services

    US pay TV: Is it facing an existential threat?

    By Adam Thomas 28 Mar 2018

    With US pay TV having endured the worst year in its history, thoughts have inevitably turned to the future. The likelihood remains that the immediate future will remain highly uncomfortable for everyone except the scaled multinational digital platforms.


Have any questions? Speak to a Specialist

Europe, Middle East & Africa team - +44 (0) 207 017 7700

Asia-Pacific team - +61 (0)3 960 16700

US team - +1 646 957 8878

+44 (0) 207 551 9047 - Operational from 09.00 - 17.00 UK time

You can also contact your named/allocated Client Services Executive using their direct dial.
PR enquiries - Call us at +44 788 597 5160 or email us at

Contact marketing -

Already an Ovum client? Login to the Knowledge Center now