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Research Brief: Modern IT Service Management: Widespread Adoption Yields Major Benefits Despite Complexity
Jun 06, 2023
by
Jon Brown
As businesses digitally transform, migrate to the cloud, and incorporate AI initiatives into their operations, a modern ITSM approach can meet the demands for faster throughput, increased automation, and greater process flexibility. Among the catalysts for ITSM modernization are the adoption of DevOps methodologies, continuous integration/continuous delivery (CI/CD) techniques, and cloud-native application development. As a result, organizations are abandoning some of the more restrictive ITIL-based traditional systems that emphasize repeatable and often manual processes and modernizing their ITSM systems.
Customer experience is the sum of a customer's digital interactions with a company throughout the customer lifecycle, from early online research of a product or service to active use and repeat business such as subscriptions. Most customer experience…
