Data Overview Report

The State Of Service Management, 2022

Traditional Foundations Deliver Important Value For Digital Organizations

July 22nd, 2022
Cortney Eldridge
Kathryn Bell
With contributors:
Lauren Nelson , Chris Langlois , Rachel Birrell

To meet the demands of the modern business, enterprises seek to modernize technology operations. However, they lack industry data on the success of these initiatives and their actual business outcomes. Enterprises want to know which legacy “best practices” still make business sense and which they should leave behind. To help, we surveyed over 1,000 digital and IT professionals responsible for IT/digital decision-making and strategy to better understand the practices they use and how their choices relate to business value. This report focuses on the more traditional aspects of operations (aka service management), such as incident management, change management, and service portals.

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