Key Takeaways from the Report
In this report, you will learn about the challenges, practices, and drivers that have led companies to adopt Service Management strategies within their organizations. You'll also get insight into emerging trends in Service Management and how the framework contributes to business impact, employee wellbeing, and improving the service experience. Here are a few of the many key findings in the report:
- The majority of organizations (71%) have either started or are planning to use ITSM capabilities outside of IT.
- Customer service/support, Human Resources, Business Operations, and Facilities are just some of the departments now using Service Management principles in their own operations.
- Incident management (45%), knowledge management (40%), asset management (35%), and service catalog and/or self-service (34%) are the most shared Service Management practices.
Service Management done right
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