This IDC Perspective explores how organizations assess value of IT service management and enterprise service management, emphasizing the importance of metrics and storytelling to demonstrate impact beyond efficiency. It explores AI's role in enhancing value and encourages organizations to align service management strategies with broader goals for optimal outcomes."The value of IT service management and enterprise service management includes efficiency and extends beyond to areas such as security, customer satisfaction, and insights," said Snow Tempest, research manager for IT Service Management at IDC.
Executive Snapshot
Situation Overview
Overview
Top Investment Priorities
System and Process Improvement, Digital Transformation, and Transparency
Service Levels and Efficiency
Customer Satisfaction
Insights into IT and Beyond
Best Practices: Understanding and Communicating Value
Advice for the Technology Buyer
For the ITSM/ESM Software Vendor
IDC's Point of View
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Related Research
Synopsis
Research Assistance
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