This IDC study features an IDC MeasureScape that provides a framework for scoring and evaluating the effectiveness of IT services management.
"Organizations that recognize the importance of deploying effective ITSM KPIs will gain an advantage in the race to transform IT into a true service business — a necessary condition of doing business in a DX-enabled competitive environment," says Bill Keyworth, vice president of research, IT Executive Program for IT Operational Excellence, IDC.
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