As the dependence on modern government, education, and healthcare IT grows, the role of IT service management (ITSM) in providing mature capabilities to the organization has become more important. Within education, government, and healthcare, there are additional points of focus, including compliance considerations and budgets dependent on long budget cycles. This trend report explores these and related factors, examines the current state of opportunities and challenges, and provides guidance for organizations seeking to increase ITSM maturity to help achieve organizational goals.

This trend report addresses:

  • The increase in demand for services vs. spending and resource constraints
  • The critical nature of knowledge management
  • The role of self-service
  • The advantages of integrated project management


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