Trends Report

Vendor Landscape: ITSM SaaS Solutions

I&O Pros Can Narrow A Crowded Field By Answering Five Key Questions

February 19th, 2016
With contributors:
Laura Koetzle , Megan Doerr

Summary

Most infrastructure and operations (I&O) organizations have already adopted IT service management (ITSM) tools in some form, with many aggressively expanding their use cases. These solutions still focus on managing incidents, problems, and changes, but today's workforce needs services, processes, and technologies anywhere and at any time so that they can continuously win, serve, and retain customers. Thus, I&O leaders are seeking greater automation and better tools. This report details the landscape of ITSM software-as-a-service (SaaS) solutions.

Want to read the full report?

This report is available for individual purchase ($1495).

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.