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Historically, IT service management (ITSM) has been built on the idea that a good complement of best practices, processes, technology, and people will help deliver value, and this is still relevant. However, there is a need to recognize the changes in how people are interacting with technology, the changes in services, and the fact that web-sourced applications (apps) are a fundamental element of these changes.


  • The app economy demonstrates that business needs continue to evolve, and ITSM must do the same.

Features and Benefits

  • Discusses how new demands associated with IT consumerization are impacting ITSM practices and solutions.
  • Analyzes how ITSM must evolve in meeting ever-changing user demands and behaviors.

Key questions answered

  • What is the app economy and what does it mean for the enterprise?
  • How must ITSM change in response to the app economy?

Table of contents


  • Catalyst
  • Ovum view
  • Key messages


  • Recommendations for enterprises
  • Recommendations for vendors

Historically, ITSM has shown its importance in helping organizations realize value from disruptive trends

  • Moving to a more proactive IT support model
  • Becoming a more strategic business practice

The app economy demonstrates that business needs continue to evolve, and ITSM must do the same

  • New dynamics are challenging IT teams and providing new opportunities for improvement
  • Interest around the digital workspace demonstrates that work should be a thing we do, not a place we go
  • IT service expectations will continue to evolve
  • Apps are a key component of this changing enterprise landscape

ITSM must help organizations capitalize on opportunities presented by the app economy

  • IT must be a function of empowerment, not control
  • Build an understanding of the end user's journey
  • Service desk insight can help IT departments overcome security concerns
  • Embracing the app opportunity


  • Methodology
  • Author

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