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It is very exciting to observe that, steadily, in many organizations, IT Service Management is becoming a hub of innovation unifying IT across its many silos.
For those who are unfamiliar, IT Service Management promotes and measures IT efficiencies, consolidating insights critical for IT-to-business planning.
EMA Research Co-Sponsored by EasyVista Finds IT Service Management is Becoming a Hub of Innovation
In effect, EMA, an IT and data management research and consulting firm, surveyed 264 companies across North America and Europe on a range of subjects related to ITSM. They found that the industry is breaking away from its reputation as outdated, reactive and inefficient to become a focal point for innovation.
It appears that, User experience is not simply about making things easy, it’s about creating an end-to-end experience that resembles what users have grown accustomed to in their lives outside of work.
A mixture of support for mobility, social collaboration, intelligent bots and self-service is required to deliver the seamless user experience expected by today’s business users.