Among the many factors that drove change in service management strategies in 2020, two stand out: the pandemic and digital transformation. The pandemic presented businesses, IT organizations, and service management teams with an entirely novel situation for which many weren’t prepared. Large populations of remote workers had to be supported in a totally different manner, both for IT and non-IT services. Priorities and challenges suddenly changed, resulting in new mandatory requirements for a more agile, flexible, resilient approach to service management.

At the same time, what typically were slow-moving digital transformations were forced to speed up as organizations had to pivot quickly, exposing yet more requirements. The disconnect between the support organization and the business’ end goals came to the surface within many organizations.

But we can see glimmers of light at the end of the pandemic tunnel, and it’s time to ask ourselves what’s next. In this trend report, we’ll explore four fundamental considerations as we look to the future for support organizations and service management:

This trend report addresses:

  • The shifting landscape of expectation and value
  • The role and relevance of service and support in 2021
  • Next-generation service management
  • Enabling next-generation service management


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