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Successfully executing against any digital initiative will require more than just IT service management (ITSM), but the capability has a valuable role to play in helping organizations succeed in the digital era.


  • The immediate focus on delivering against a digital initiative should be on identifying opportunities to improve the service experience delivered.

Features and Benefits

  • Understand what role ITSM will play in a digital transformation effort.
  • Learn about how to ensure a service management initiative delivers value against a wider strategic business objective.

Key questions answered

  • What is digital transformation?
  • How can ITSM practices and technology support a digital transformation effort?

Table of contents

Ovum view

  • Summary
  • Immediate focus should be on identifying opportunities to improve the service experience delivered
  • Self-service capabilities are a valuable component
  • Recognize and act on improvement initiatives


  • Further reading
  • Author

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