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(By Info-Tech Analyst Russ Conwath- Printed with permission from Processor magazine www.processor.com)
IT service management, or ITSM, has been touted as the answer to ensuring that IT is delivering business value. Despite this, Info-Tech research indicates that 65% of enterprises fall short of delivering on this important aspect of IT.
ITSM has been shown to improve service to the business, provide better IT/business alignment, and reduce the cost of delivering services. Info-Tech research reveals some of the effects that ITSM adoption has on the enterprise: Per-ticket costs have been slashed to one-third of those without ITSM, the number of tickets per user has been reduced to less than half, and user satisfaction scores have dramatically improved.