I thought I’d begin the year by making some predictions about what to look for in 2016 in the area of IT service management (ITSM). For those of you who have been following my blogs with any regularity, and particularly for those who sat in on our webinar for the research report “What Is the Future of IT Service Management?”
There is growing industry attention to user, customer, and digital experience management—often condensed by the acronym UEM for “user experience management.” This attention is more than justified, but most of the buzz leaves out critical questions like, “What is user experience management?”, “Who really runs (or who should run) the UEM show in the digital age?”,
In research done earlier this year, we looked at changing patterns of IT service management (ITSM) adoption across a population of 270 respondents in North America and Europe. One of the standout themes that emerged from our findings was the need for the service desk to become a more automated and analytically empowered center of authority across IT as a whole.
If you’re like me, you are increasingly becoming reliant on online shopping to replace the more arduous task of physical in-store shopping. I find this is particularly true during the holiday season when the idea of fighting traffic and elbowing crowds to desperately search numerous shops in order to find just the right gift for Aunt Phillis (who’s just going to hate whatever she receives anyway) gives way to the more idyllic setting of web-surfing multiple stores simultaneously from the privacy of your home while the dulcet tones of Nat King Cole playing gently in the background lull you into the holiday spirit (a little spiced eggnog on the side doesn’t hurt either).
A company’s service department can experience a number of unexpected challenges on any given day. Maybe network service is lagging, customers are having difficulty accessing their accounts, or an internal employee discovers that his tablet is no longer working. These types of service challenges are no doubtproblematic, but are far less cumbersome when resolved with the help of Service Automation software,
By: Dennis Drogseth
EMA VP of Research
If you think that ITSM is static and old hat, think twice. A huge number of innovations are just emerging—some have been a long time in coming; while others are unexpected surprises—as analytics and automation are changing the ITSM game dramatically.
Enterprise has long-anticipated the advent and integration of the “Internet of Things,” a concept which refers to the projected rise of interactive, independent internet devices, so transformative it will usher in a new era for enterprise. Among its many revolutionary aspects, the “Internet of Things,” (IoT), will allow more objects to be represented digitally and controlled remotely,
By Steve Brasen
EMA, Managing Research Director – Enterprise, Mobile & Endpoint Management
Reflecting on my earlier career in IT management, I have to confess to a level of astonishment at how naïve IT administrative practices were just a decade or two ago. Failure events were common,
By Jim Frey
EMA, VP Research, Hybrid Cloud & Infrastructure Management
The dual revolutions of consumerization and cloud have certainly caused much disruption within and around IT. And universally they have also increased the expectations of IT end users. IT-enabled workers and the lines of business they represent are looking for a fast response to new technology needs combined with high levels of service quality—all at a minimum cost.
The ability for IT organizations to deliver quality services can significantly impact a company’s overall operational efficiency, productivity and, most importantly, customer satisfaction. While companies undoubtedly recognize the importance of maintaining a high level of service delivery, achieving optimal operation isn’t always easy. Are there procedures and processes in place that are working against each other?