The expansion of the principles of IT service management (ITSM) to areas outside of IT has been a topic of conversation in the hallways and gathering places at conferences and meetings for several years. Anyone who has been engaged in the IT and technical support industry over the past few years has noticed significant changes. For IT professionals, many of these were predictable (e.g., fiscal constraints, mobility, cloud computing), while others were not (e.g., customer-centricity, focus on value generation/realization).

In order to learn how service support practices have adapted and been adapted as a result of changes in the industry, and whether ITSM has expanded beyond IT, HDI and itSMF USA collaborated on a survey to learn more about what organizations are actually doing and establish a context for potential future research.


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