According to new research from EMA, ITSM is growing in importance for more than 90% of participants
LAFAYETTE, Colo., Dec. 5, 2023 /PRNewswire/ -- Enterprise Management Associates (EMA), a leading IT and data management research and consulting firm, today announced it will host a research webinar titled "ITSM—the untapped game-changer for midsize orgs" featuring Valerie O'Connell, research director covering digital service execution at EMA, and Travis Greene, senior director of ITOM product marketing at OpenText.
In an era where midsize organizations are held to the same standards as their larger counterparts but face unique challenges due to constrained resources, EMA's new research emphasizes the growing significance of modern ITSM.
Traditionally, midsize organizations have struggled to balance the need for innovative IT solutions with limited budgets and personnel. EMA's research suggests that a key avenue for achieving operational excellence and fostering growth and innovation lies in the modernization of ITSM. The evolving landscape of ITSM is shifting from a labor-intensive, ticket-centric approach to a cross-functional center of collaboration. Automation, with an increasing emphasis on AI/ML, is becoming integral to modern ITSM, with approximately 70% of IT leaders anticipating that over half of help desk requests and problem resolutions will be handled through AI and automation.
Generative AI technologies, such as those found in ChatGPT, are poised to accelerate the advantages of unattended IT service automation. Modern ITSM platforms are designed to seamlessly incorporate these advances as they become available, affordable, and practical.
During this webinar, O'Connell and Greene will provide insights from this new research, including key insights into:
- Global forces—positive and adverse—impacting midsize organizations
- Top challenges to delivering high-quality services and effective strategies to overcome them
- The research-based case for ITSM modernization and practical ways to get started
"As midsize organizations strive for operational excellence and innovation, this webinar aims to unravel the transformative power of ITSM, paving the way for enhanced user experiences, increased IT efficiency, and sustainable business growth," said O'Connell.
The webinar is Thursday, December 14 at 11:00 a.m. Eastern. Registration is available at: https://info.enterprisemanagement.com/itsm-webinar-pr
About EMA
Founded in 1996, EMA is a leading industry IT analyst research firm that specializes in providing deep insight across the full spectrum of IT and data management technologies. EMA analysts leverage a unique combination of practical experience, insight into industry best practices, and in-depth knowledge of current and planned vendor solutions to help their clients achieve their goals. Learn more about EMA research, analysis, and consulting services for enterprise line of business users, IT professionals and IT vendors at https://www.enterprisemanagement.com.
Media Contact
Raleigh Gould, Enterprise Management Associates, 303-543-9500, [email protected], https://www.enterprisemanagement.com
SOURCE Enterprise Management Associates
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