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Assessing the Value and Outcomes of IT Service Management and Enterprise Service Management

Publisher IDC
Published Jun 18, 2025
Length 11 Pages
SKU # IDC20121855

Description

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.

Table of Contents

11 Pages

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

Learn More

Related Research

Synopsis

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