What's Next for Enterprise Service Management and IT Service Management in a Digitally Transformed World

This IDC Market Perspective discusses the recent history, current state, and expected future developments in enterprise service management, including IT service management. Many organizations rapidly digitally transformed over the past few years due to sudden changes from the COVID-19 pandemic. Now that these transformations are in effect, what affects organizations' choices as they implement enterprise service management and IT service management projects? This document addresses what motivates tech leaders now as well as upcoming innovations in work styles and automation that will shake up the industry again in the next few years."We are at a transition point for business and technology," said Snow Tempest, research manager for IT Service Management. "Organizations have moved into a new world of digital business and are now addressing major changes in the workforce and how to support their work with updated practices and strategic use of automation."