LATEST INTELLIGENCE
IT SERVICE MANAGEMENT IS ADVANCING WITH THE TIMES
HOW ITSM IS INCREASING EFFICIENCY IN THE WAKE OF THE COVID-19 PANDEMIC
PRESENTED BY
A Forrester Consulting Thought Leadership Paper Commissioned By ServiceNow
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Executive Summary
The world is evolving from a slow , rigid , and industrial environment to a fast-paced , digital society . Speed-tomarket is essential to this transformation . Employees expect relevant services and information to be readily available as they innovate and serve the customer . And while IT Service Management ( ITSM ) has historically improved the employee experience by expediting request , incident , and change management , in the wake of the COVID-19 pandemic , companies are becoming even more reliant on using ITSM to efficiently run their business operations .
Firms are looking to expand their traditional ITSM software to support both new business challenges and apply advanced analytics to old and new problems . ServiceNow commissioned
Forrester Consulting to evaluate firms ’ views on ITSM . Forrester conducted an online survey of 308 IT service decision makers in North America to explore this topic . And we found that firms are not only relying on ITSM software for its core competencies , but they are also focused on scaling this solution to match the current state of the world .
KEY FINDINGS
ITSM software supports request , change , and incident management . IT professionals invested in ITSM software in order to accomplish better tracking of service requests , better change management , and improved incident response . And they are satisfied with the results . An overwhelming majority of interviewees indicated confidence in their software ’ s ability to accomplish all three tasks . ◊
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