Data Overview Report

The State Of Service Management, 2023

Organizations Change Strategies During Uncertainty

February 13th, 2024
Julie Mohr, Principal Analyst
Julie Mohr Principal Analyst
KB
Kathryn Bell
With contributors:
Charles Betz , Madeline Cyr , Marissa Fritz

Enterprises seek to modernize technology operations to meet the demands of modern business but lack industry data on the success of these initiatives and business outcomes. Which legacy best practices still make sense in the modern enterprise, and which should you leave behind? To help, we surveyed over 750 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 IT operations, such as incident management, change management, and shared services.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.