The Future of ITSM: How Are the Roles (and the Rules) Changing?

Both the “rules” and the “roles” governing IT service management (ITSM) are evolving to support a far-broader need for inclusiveness across IT, and between IT and its service consumers. Recent EMA research, “What Is the Future of IT Service Management?” (March 2015), exposed a number of shifting trends that might surprise many in the industry. […]

About the Author: Dennis Drogseth

Dennis brings 29 years of experience in various aspects of marketing and business planning for service management solutions. He supports EMA through leadership in Business Service Management, CMDB Systems, automation systems and service-centric financial optimization. At EMA, Dennis has pioneered research in converging management strategies, such as performance/availability and integrated security.