TECH SUPPLIER Sep 2020 - Market Analysis Perspective - Doc # US46844518
Market Analysis Perspective: Worldwide IT Service Management, 2020
This IDC Market Analysis Perspective (MAP) summarizes key demand and supply trends driving the IT service management (ITSM) market. The IT service management market has continued to evolve into a more generalist "service management" market, with enterprise service management (ESM) and IT service management being functional subsets of the greater service management platforms. These platforms provide a coordination point between the cognitive, digital, process, and physical assets the enterprise uses to do business, usually enabled by a combination of workflow and AI-driven technologies. Adopting one of these platforms helps to accelerate and direct the organization's "digital transformation," a process greatly accelerated by the pandemic and associated social and economic disruptions.