The Future of ITSM: How Are the Roles (and the Rules) Changing?

Both the “rules” and the “roles” governing IT service management (ITSM) are evolving to support a far-broader need for inclusiveness across IT, and between IT and its service consumers. Recent EMA research, “What Is the Future of IT Service Management?” (March 2015), exposed a number of shifting trends that might surprise many in the industry.

In our research, > Read More

Office 365: To Cloud or Not to Cloud—That IS the Question!

By Steve Brasen

EMA, Managing Research Director – Enterprise, Mobile & Endpoint Management

It’s time to take a serious look at Office 365. The cloud edition of Microsoft’s broadly adopted business productivity suite – which bundles such popular packages as Microsoft Word, Microsoft Excel, > Read More

On-Premise, Cloud, or Hybrid Service Management Deployment …Which Makes Sense for Your Company?

As demands for IT automation, self-service, and dynamic operations grow, effective service management becomes an increasingly important facet of acompany’s success; yet, many IT departments are struggling to meet these demands. It’s for this reason we’ve developed the HEAT Service Management solution, an incredibly flexible application that makes all aspects of service management, > Read More

Looking to the Cloud for Delivering Service Automation

By Jim Frey, EMA

As with many new technologies, there are downsides and upsides to the whole cloud revolution. On the downside there is a long list of challenges that prevent the full promise of cloud from being achieved. But the upsides are significant, particularly from the cost and agility perspectives, and benefits are strong enough to warrant continued efforts to find the path to success. > Read More