Executive Summary (This is a document excerpt)

Many IT management software vendors continue to address the business service management (BSM) market. Enterprise investment in BSM, including the necessary foundation technologies, has therefore accelerated; as a result, Forrester has revised its estimates of the adoption rates of these subject areas in large enterprises. BSM is treated differently across different regions: Asian IT organizations demonstrate more business acumen than their colleagues in North America and Europe, the Middle East, and Africa (EMEA), while European projects tend to be more strategic with more configuration management database (CMDB) investments. The vendor landscape has also changed in the past 14 months with acquisitions and some new entrants.

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