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This report discusses how IT service management (ITSM) solutions and practices are evolving and becoming valuable in supporting business efforts to improve employee productivity and modernize the workplace.


  • ITSM practices and technologies have traditionally only been associated with IT – unsurprising given that "IT" is in the name. However, over recent years, the practice has evolved and become something that also provides value to business units in the wider organization.

Features and Benefits

  • Learn how ITSM has evolved into a practice and set of technologies that has value beyond just the IT department.
  • Analyzes Ovum survey data to identify key digital transformation trends.

Key questions answered

  • How can service management technologies and practices help organizations transform the workplace?
  • How are new technologies and employee behaviors changing the way people work?

Table of contents


  • Catalyst
  • Ovum view
  • Key messages


  • Recommendations for enterprises
  • Recommendations for vendors
  • Recommendations for service providers

A mandate of different needs and objectives is driving digital transformation initiatives

  • People, processes, and technology are central to any digital initiative
  • The digital workplace is one piece of a broader digital transformation puzzle
  • Digital transformation is an ongoing journey that must be considered as more than just technology

New technologies and employee behaviors are changing the way people want to work

  • The DNA of a digital workplace
  • A key driver of investment in the modern workplace is the need to improve productivity
  • How businesses are currently helping employees work more productively
  • Mobility is a key element of the modern workspace

Service management technologies and practices can support organizations in transforming the workplace

  • Service management is evolving into a more valuable and business-wide competency
  • Helping the business make sense of an increasingly complex technology puzzle
  • For IT departments, a lack of visibility into employee behaviors presents risks other than just those of security
  • Supporting the mobile workforce


  • Methodology
  • Further reading
  • Author