TECH SUPPLIER Sep 2020 - Market Analysis Perspective - Doc # US46844518

Market Analysis Perspective: Worldwide IT Service Management, 2020

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

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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.


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