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TECH BUYER May 2019 - IDC TechScape - Doc # US45026919

IDC TechScape: Worldwide IT Service Management, 2019

By: Shannon KalvarResearch Manager , IT Service Management and Client Virtualization

Abstract

This IDC study explores the technology platform underpinnings required to enable this reorientation and recommends questions that buyers and vendors in this technology space can ask to get actionable direction in a constantly changing environment. The discipline of service management can provide a framework for orienting organizations from optimizing for process outputs to optimizing for employee and customer outcomes.

"Service management, in both IT and the enterprise, can enable a sustainable transformation," said Shannon Kalvar, research manager at IDC's IT Service Management. "However, to unlock service management's potential in an increasingly complex world, the industry needs to rethink how it approaches managing process, complexity, and outcomes."


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