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

By Dennis Drogseth on May 28, 2015 8:09:36 AM

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. [...]

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