The scope and value that IT Service Management (ITSM) provides
information technology operations is increasing dramatically,
according to a new research report from Enterprise Management
Associates (EMA).
And yet in some IT organizations legacy ITSM groups continue to be
reactive rather than proactive and are losing credibility within the
enterprise from failing to integrate with and support business
concerns. This lack of effective by legacy ITSM teams creates multiple
issues for the enterprise, including:
- Limiting IT performance
- Reducing IT Business value and relevance
- Escalating
costs from administrative overhead
- Limiting IT efficiency
due to lack of cohesive processes, automation, governance, and
service insights
Informed by extensive research and two compelling deployment
narratives, this report examines what EMA calls “next‑generation ITSM”
and its contributions toward optimizing changing IT and business
requirements. EMA contrasts these advances with the risks of staying
with legacy ITSM models and then evaluates and itemizes the risks of
“doing nothing” and allowing legacy ITSM to persist.