The Current State of Enterprise Service Management and Digital Transformation

ESM and Digital Transformation
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For all the bad that happened in 2020, there were also silver linings. For example, on a personal level, you might have valued your time with family and friends more. And, on a professional level, your organization might have finally woken up to the need to improve upon traditional ways of working. Not simply because it’s the right thing to do, with demonstrable benefits, but because the new ways of working established post-pandemic have necessitated it. In particular, the replacement of manually-intensive processes with digitally enabled workflows as part of enterprise service management (ESM) and digital transformation strategies.

Where are we at with enterprise service management and digital transformation? Please take this @ITSM_tools and @AXELOS_GBP survey to help us find out. #ITSM #digitaltransformation #ESM Click To Tweet

Where are we with ESM and digital transformation?

One could argue that the rest of the organization has finally caught up with what the IT department has known for half a decade or even longer. That two similar strategies – digital transformation and enterprise service management – offer business functions the ability to improve their operations, services, experiences, and outcomes through the increased exploitation of technology and data.

But where is the IT industry right now with ESM and digital transformation? What are the adoption levels and what does this entail? The answer for enterprise service management is that we don’t necessarily know the state of its adoption in 2021. Because the last industry stats on enterprise service management were in two now-dated surveys/reports:

It’s why AXELOS and ITSM.tools have joined forces to run a new survey to provide the IT industry with fresh adoption data, plus guidance and inspiration. And we’re hoping that you’ll help by taking part in this industry ESM and digital transformation survey – the survey is now closed and the results will be shared once created.

Want to learn more about the adoption levels of enterprise service management and digital transformation and what it entails? Take this @ITSM_tools and @AXELOS_GBO survey and help us find out. #ITSM #digitaltransformation Click To Tweet

Please participate

It might be a gross generalization, but I always think that those of us who work in IT love statistics. They allow us to see how the land lies outside of our own organization and to either inform or validate our thinking and decision making across various areas.

Now, with the acceleration of digital transformation strategies brought about by the operational impact of the pandemic, the organizations looking to employ enterprise service management as a platform for the digital transformation of back-office business operations need more recent enterprise service management insight and guidance.

Orgs looking to employ enterprise service management as a platform for the digital transformation of back-office business operations need more recent enterprise service management insight and guidance. Can you help? #ITSM Click To Tweet

You can help, both yourself and your peers, by taking our anonymous enterprise service management focused survey. This has been designed to find out how enterprise service management has been, and is being, used to drive the required digital transformation of business operations.

Please help us to offer you more granular results

The survey consists of 16 multiple-choice questions, which include some quick questions that will allow us to provide greater granularity in the results. For example, the use of country data to show geographic differences in enterprise service management adoption.

So, if you – like me – are fed up with repeatedly seeing only North American or UK-based views of the ITSM status quo, then this is your chance to contribute data that reflects enterprise service management adoption in your continent and perhaps even your country (dependent on response levels).

Can you spare 4 minutes to take this @ITSM_tools and @AXELOS_GBP survey on enterprise service management and digital transformation adoption? #ITSM Click To Tweet

The sooner we get a sufficient number of responses, the sooner we can share the survey’s findings (and the associated opinions and conclusions). The results will appear in both an AXELOS sponsored report and on the ITSM.tools website. Perhaps with other distribution channels – such as webinars and infographics – too. But this will depend on how willing people, such as yourself, are to contribute to the collection of the ESM and digital transformation data required to paint a detailed picture that helps everyone.

UPDATE – the survey is now closed and the results will be shared once created.

Principal Analyst & Content Director at ITSM.tools | Website

Principal Analyst and Content Director at the ITSM-focused industry analyst firm ITSM.tools. Also an independent IT and IT service management marketing content creator, and a frequent blogger, writer, and presenter on the challenges and opportunities for IT service management professionals.

Previously held positions in IT research and analysis (at IT industry analyst firms Ovum and Forrester and the UK Post Office), IT service management consultancy, enterprise IT service desk and IT service management, IT asset management, innovation and creativity facilitation, project management, finance consultancy, internal audit, and product marketing for a SaaS IT service management technology vendor.

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