The dramatic growth of service management driven by software-as-a-service (SaaS) has been one of the most exciting IT trends to observe in recent years.
That topic features among the key service management trends that made their way through industry discussions 10 years ago. With input from leading ITSM experts, our latest whitepaper explores the extent to which these trends predictions went on to create ITSM waves over the last decade.
The paper explores:
The rise of SaaS-based ITSM
Broader adoption of ITIL® definitions
A deeper focus on internal process improvements, and more
One of the most notable insights to emerge is the extent to which service management has been made increasingly consistent within IT, particularly from an ITIL perspective. Despite this progressive consistency within IT, the ongoing challenge remains in how we promote the same standards throughout non-IT departments, such as Finance, HR, Sales and Marketing, and others.
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