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4 ITSM Priorities for Digital Transformation

John Prestridge

Of those surveyed, 96% of organizations have a digital transformation strategy, with 57% approaching it as an enterprise-wide priority, according to IDC’s Aligning IT Strategies and Business Expectations for Digital Transformation Success, sponsored by EasyVista.

The report found that digital transformation strategies are based on 4 priorities:

1. Governance, risk, and compliance management

2. Knowledge management and sharing

3. Agile delivery of applications and services

4. Skills and talent management


Furthermore, the report shows that modernizing the IT experience is at the core of digital transformation, as 88% of organizations view IT as an essential part of their forward-thinking digital innovation strategy.

But the study also found that fewer than 6% of organizations have core IT embedded in digital innovation (IT and applications management is smooth, modern, optimized, and automated only for these handful of orgs). Three quarters admit that IT needs to get closer to the business and “develop skills in business strategy.” According to the study, two of the key challenges for successful transformation of the business are providing engaging user experiences and the lack of skills and talent.

Employee experience, the ability to make ITSM processes more agile, reduction of service delivery and support costs, and improved best practices for governance, security, and compliance are areas where we have seen impeding digital transformation progress in the past. These findings reiterate the emphasis businesses are putting behind improving these areas by having the best ITSM systems for the future.

Stemming from the four key priorities, the report shares seven recommendations to think about when investing in ITSM to drive digital transformation:

■ Tie ITSM projects tightly to business goals

■ Assess ITSM processes for maturity and automation

■ Increase focus on modernizing employee and customer experiences

■ Invest in an ITSM platform that supports a journey toward higher levels of maturity and advanced automation

■ Maintain agility and flexibility for advanced IT business models

■ Focus on effective curation and delivery of enterprise knowledge

■ Evaluate ITSM vendors that are committed to innovation and meet your business needs

Methodology: IDC surveyed 300 companies across the US and France on a range of subjects related to generating digital transformation and the increased need to modernize IT services.

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4 ITSM Priorities for Digital Transformation

John Prestridge

Of those surveyed, 96% of organizations have a digital transformation strategy, with 57% approaching it as an enterprise-wide priority, according to IDC’s Aligning IT Strategies and Business Expectations for Digital Transformation Success, sponsored by EasyVista.

The report found that digital transformation strategies are based on 4 priorities:

1. Governance, risk, and compliance management

2. Knowledge management and sharing

3. Agile delivery of applications and services

4. Skills and talent management


Furthermore, the report shows that modernizing the IT experience is at the core of digital transformation, as 88% of organizations view IT as an essential part of their forward-thinking digital innovation strategy.

But the study also found that fewer than 6% of organizations have core IT embedded in digital innovation (IT and applications management is smooth, modern, optimized, and automated only for these handful of orgs). Three quarters admit that IT needs to get closer to the business and “develop skills in business strategy.” According to the study, two of the key challenges for successful transformation of the business are providing engaging user experiences and the lack of skills and talent.

Employee experience, the ability to make ITSM processes more agile, reduction of service delivery and support costs, and improved best practices for governance, security, and compliance are areas where we have seen impeding digital transformation progress in the past. These findings reiterate the emphasis businesses are putting behind improving these areas by having the best ITSM systems for the future.

Stemming from the four key priorities, the report shares seven recommendations to think about when investing in ITSM to drive digital transformation:

■ Tie ITSM projects tightly to business goals

■ Assess ITSM processes for maturity and automation

■ Increase focus on modernizing employee and customer experiences

■ Invest in an ITSM platform that supports a journey toward higher levels of maturity and advanced automation

■ Maintain agility and flexibility for advanced IT business models

■ Focus on effective curation and delivery of enterprise knowledge

■ Evaluate ITSM vendors that are committed to innovation and meet your business needs

Methodology: IDC surveyed 300 companies across the US and France on a range of subjects related to generating digital transformation and the increased need to modernize IT services.

The Latest

According to Auvik's 2025 IT Trends Report, 60% of IT professionals feel at least moderately burned out on the job, with 43% stating that their workload is contributing to work stress. At the same time, many IT professionals are naming AI and machine learning as key areas they'd most like to upskill ...

Businesses that face downtime or outages risk financial and reputational damage, as well as reducing partner, shareholder, and customer trust. One of the major challenges that enterprises face is implementing a robust business continuity plan. What's the solution? The answer may lie in disaster recovery tactics such as truly immutable storage and regular disaster recovery testing ...

IT spending is expected to jump nearly 10% in 2025, and organizations are now facing pressure to manage costs without slowing down critical functions like observability. To meet the challenge, leaders are turning to smarter, more cost effective business strategies. Enter stage right: OpenTelemetry, the missing piece of the puzzle that is no longer just an option but rather a strategic advantage ...

Amidst the threat of cyberhacks and data breaches, companies install several security measures to keep their business safely afloat. These measures aim to protect businesses, employees, and crucial data. Yet, employees perceive them as burdensome. Frustrated with complex logins, slow access, and constant security checks, workers decide to completely bypass all security set-ups ...

Image
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