Executive Summary (This is a document excerpt)

Predicting the future is a perpetual human quest. Fortunately, market forecasts do not require the sacrifice of chickens or the messy reading of coffee grounds: They are based on simple and logical extrapolations of what we know today. Pending a revolution in IT technology, our examination of the IT management software market should provide a reasonable midterm (five-year) forecast. We've based our vision of the future on the pervasiveness of IT technology and, consequently, its technological normalization. As IT vendors no longer compete on the technology itself but on the resulting customer value, IT becomes a utility and process improvement is the engine of cost reduction and further commoditization. IT organizations become "industrial" structures and deeply rationalize their operations. This will, of course, completely change the IT management software landscape and polarize it around three main management centers: service delivery, service management, and service support.

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