In ancient times (February 2020) EMA research found that more than 50% of IT leaders surveyed
were considering new ITSM platforms in the near future. The future arrived with a massive bang as IT
organisations spun to deliver and support an unprecedented amount of services to a
global workplace suddenly working from home.
Immediately, ITSM organizations aimed existing platforms, people, and processes at the moving target
of unprecedented and unpredictable change. Their aim was good, although there
have been some public glitches.
Uncover what organisations should be looking for so that the ITSM function that facilitates today’s business is continually tomorrow ready no matter what tomorrow may bring or how often tomorrow changes its mind.