Published: 27 August 2019
Summary
I&O leaders targeting best-in-class ITSM must shift from a technical project mindset to a consumable product mindset. This roadmap describes six areas of ITSM that must be improved to support digital business in 2023 and explains how I&O leaders can migrate to that state successfully.
Included in Full Research
- Future State
- Product-Focused ITSM
- Omnichannel, Cloud-Structured IT Service Desk
- Federated Knowledge Management
- Service Asset and Configuration Management
- IT Service Planning Teams
- AITSM
- Current State
- ITSM as a Project
- Hierarchical IT Service Desk
- Knowledgebase
- CMDB
- Throwing New Services Over the Wall
- Playing With Chatbots
- Gap Analysis and Interdependencies
- Migration Plan
- Higher Priority
- Medium Priority
- Lower Priority