Right-sized ITSM: Why now?
Companies are increasing investments in digital transformation initiatives to drive lower costs, greater efficiency, and optimum user/customer satisfaction. This has increased the reliance on efficient IT service delivery – resulting in the accelerated adoption of IT service management (ITSM) tools in the market. What are ITSM tools? ITSM tools are software solutions that help organizations in optimizing the design, delivery, support, use, and governance of IT services. This is done to reduce costs, boost productivity, and improve employee and customer satisfaction. As a result, it’s more important than ever to make sure such services are well-managed and secure. The IT service management (ITSM) tool ecosystem, as well as its history, has a fascinating narrative to tell. The industry has matured tremendously, both in terms of acceptance and the solutions supplied. From simple ticketing systems – the original IT help desks – to complex ITSM solutions that may now be used in...