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Gartner: 2019 Strategic Roadmap for IT Service Management

Featuring research from


“I&O leaders targeting best-in-class ITSM must shift from a technical project mindset to a consumable product mindset.

This roadmap describes six areas of ITSM that must be improved to support digital business in 2023 and explains how I&O leaders can migrate to that state successfully.

Key Findings:
  • Most I&O leaders lack the foundation to support anything but the most basic digital business in 2019, and recent trends indicate that this will continue to be a challenge through 2023.
  • Demonstrating value, optimal implementation of practice and tool integrations will be the factors that enable or inhibit success in achieving the 2023 future state.
  • ITSM practices will need to evolve from a service provider/customer relationship within projects to a broker of continuously developing I&O products to business consumers within a digital business.“

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Gartner, 2019 Strategic Roadmap for IT Service Management, Chris Matchett, Katherine Lord, Kenneth Gonzalez, Roger Williams, 27 August 2019

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