Executive Summary (This is a document excerpt)

The service management software market is a growth segment within the IT management software market, thanks to interest in converting IT operations into a services-centric organization and resulting investments in process automation and service catalog development and reporting. While most enterprises are still in this transition phase, the goalposts have moved from the measurement and reporting of IT services to an emphasis on business services and metrics. Successful service-level management (SLM)/business service management (BSM) vendors should educate their customers about this trend and provide solutions that enable their customers to report and prove the true business value of their services.

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