TECH BUYER Nov 2019 - IDC PlanScape - Doc # US45596919

IDC PlanScape: IT Service Management and Digital Transformation

By: Shannon KalvarResearch Manager , IT Service Management and Client Virtualization


This IDC PlanScape provides details about how to accelerate the emergence of outcome-based services, with a focus on an actionable model for rapidly shifting from ticket deflection and incident restoration to resource organization and outcome delivery.

"Service management in the digital age is not just about crossing functional silos," said Shannon Kalvar, research manager for IT Service Management at IDC. "It is about fundamentally rethinking how we organize and deliver the resources employees need to thrive in an objective-oriented business environment."



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