This IDC Insight highlights the growing importance of IT services management (ITSM) in the light of digital transformation in organizations. Traditionally, ITSM includes the entire set of processes designed to manage and improve the way IT is deployed in an organization. However, due to digital transformation (DX), ITSM is now maturing to include agile and automated services critical to business operations.

IDC has observed — through end-user surveys, and meetings with service providers (SPs), and technology buyer organizations — that ITSM will continue to move toward “businessoriented” services demanding IT to effectively broker, integrate, and orchestrate 3rd Platform technologies essential for DX.

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