CIOs are leading their organizations to greater efficiencies and improved user experiences through the increased use of IT Service Management (ITSM), according to a recent survey from Enterprise Management Associates (EMA).
The report titled “What Is the Future of IT Service Management?” reveals that the vast majority of companies adopting ITSM said they’ve met with considerable success in the process. As a result, the ITSM team profile is growing as it takes on more duties throughout lines of business.
ITSM is traditionally defined as a process-based practice designed to align the delivery of IT services with the needs of the enterprise and IT users and customers. Despite the positive developments, the report indicates that CIOs and their IT teams must initiate a cultural and even political change to actively promote new ways of working, sharing information and making decisions enterprisewide. With this, they will emerge as “a powerhouse” for governance, efficiency and added consumer and user value.