Information technology looks very different today from just five years ago. Virtual environments, private/public clouds, mobility, and big data are no longer considered disruptive technologies, but part of the natural fabric that makes up most IT infrastructures today. These trends are changing the way IT operates. Similarly, ITSM solutions must change the way employees work today – how they request and receive services and ultimately perform. With legacy systems making it increasingly difficult to accommodate tomorrow’s demands, the time to act is now.
This research takes a look at today’s technology challenges and workforce expectations, and how legacy ITSM systems are hindering IT’s ability to keep pace – ultimately putting businesses at risk of falling behind.