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Why ITSM is on the cusp of a major shift

Thor Olavsrud | July 15, 2016
While the IT service management community has stepped up its collection of performance data from its customers, it's been slow to take the next step of applying data-driven automation. A new survey suggests adoption will happen in a big way within the next two years.

New SLAs and KPIs need to reflect the enhancements. And finally, service providers need to sell their new competitive advantage.

"This is potentially where the greatest shift occurs," LOGICnow states in the report. "Sales and marketing will need to learn new messages and how best to articulate them, who to target and how to promote the benefits of the new services. This is as fundamental a change to the business as transitioning from break/fix to managed services, but potentially even more valuable."

logicnow msp survey infogra

(Click for larger image.)


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