Much was already in need of change in the world of IT service management (ITSM) before the start of 2020.

Then, as the COVID-19 crisis turned the world on its head, the need to quickly evolve your organization’s ITSM capabilities became imperative. From the need to support remote workers to the acceleration of slow-moving digital transformation strategies, your IT organization and ITSM teams were faced – and continue to be faced – with a raft of new priorities and the challenges involved in meeting them. Importantly, there’s a common theme that runs through much of what’s needed – that modern ITSM capabilities need to reflect the mantra of “better, faster, cheaper.”

This can be achieved by recognizing key business priorities such as the focus on outcomes and value creation, and minimizing employee lost productivity.

To help, this eBook highlights seven key areas of ITSM change within your organization, centered on the factors necessary to better align your organization’s service and support capabilities with business and employee expectations.