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IT service management has commonly been an area associated only with the IT department, but in reality the practices and technologies that support it are undergoing something of an evolution, and they have a valuable role to play in helping organizations realize value from digital transformation.


  • This report explores some of the key digital transformation characteristics shared across organizations, focusing specifically on how service management can be enabling.

Features and Benefits

  • Learn how organizations are defining digital transformation across different contexts.
  • Understand why service management technologies and practices can be an important element in helping organizations realize value from digital initiatives.

Key questions answered

  • What are some of the digital transformation priorities organizations are making?
  • How can IT service management help businesses realize value from digital initiatives?

Table of contents


  • Catalyst
  • Ovum view
  • Key messages


  • Recommendations for enterprises
  • Recommendations for vendors

Defining exactly what digital transformation is can be challenging

  • It is important to look beyond traditional ways of working and identify how new technologies can help evolve service experiences
  • Digital transformation means different things to different organizations
  • People should be at the heart of any digital transformation effort
  • Digital transformation priorities need to be identified
  • Common digital transformation themes
  • Key digital enterprise management considerations
  • Mobility is a vital piece of the digital transformation puzzle
  • Digital skills

Service management can support organizations in executing against digital transformation initiatives

  • ITSM has an important role to play in helping organizations achieve digital transformation
  • Focusing on business outcomes
  • Evolving support practices
  • Measuring effectiveness


  • Methodology
  • Author

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