Business Service Management (BSM) is all about improving business performance through business-aligned IT services and IT service management processes. While this conveys some of the value BSM can provide, it leaves many questions unanswered from both vendors and IT organizations.
As IT service management practices are becoming widely adopted, IT professionals want to understand the additional benefits of BSM and how to realize them. What products or solutions deliver on the BSM promise? And which do not? What else does my organization need to do in order to most benefit from BSM solutions?
To answer these questions and more, EMA has completed a new primary research study of the BSM space. For this groundbreaking study, EMA surveyed 160 North American and global IT and business professionals involved in selecting and using BSM solutions for their organizations. Several of the survey respondents also participated in follow-on focal interviews to gain a more detailed understanding of their BSM experience and perspectives.
Two main reports have been developed based on this research, one targeted to the BSM vendor community and one targeted to the BSM customer community. This is the customer focused report.
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