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ITSM is Important to Digital Transformation

Pete Goldin
Editor and Publisher
APMdigest

The majority of IT executives believe investment in IT Service Management (ITSM) is important to gain the agility needed to compete in an era of global, cross-industry disruption and digital transformation, according to Delivering Value to Today’s Digital Enterprise: The State of IT Service Management 2017, a report by BMC, conducted in association with Forbes Insights, the strategic research and thought leadership practice of Forbes Media.

The results also reveal that while 86 percent surveyed understand that the pace of IT change and transformation is increasing, over half (55 percent) state that the share of IT budget spend on ongoing management and maintenance is growing.

To meet the demand for increased efficiency and productivity, IT executives indicated they are increasingly turning to cloud-based services and implementing greater automation, creating a clear case for digital transformation to make their organizations and workforces more agile, mobile and responsive to customer demands.

Specifically, 88 percent of respondents stated that ITSM is important to their digital transformation efforts. Likewise, the majority of IT executives also see ITSM as important to related initiatives around cloud computing (86 percent), mobility (83 percent) and big data (83 percent).

Despite the clear call to invest more in innovation and new digital solutions, more money and effort is being put towards “keeping the lights on.” As a result, 75 percent believe the time, money, and resources spent on ongoing maintenance and management is affecting the overall competitiveness of their organization.

“Businesses of all sizes are scrambling to keep pace with the fierce rate of change, transformation and risk of extinction in the wake of more agile newcomers and incumbents,” said Nayaki Nayyar, President, Digital Service Management at BMC. “These survey results shine a clear spotlight on the need to invest in multi-cloud service management solutions that accelerate digital transformation. The key to success is balancing agility with cost, control, and security.”

Methodology: The survey includes responses from 261 senior-level executives, representing a range of job functions and industries. 61 percent are from North America, 30 percent are from Western Europe, and 5 percent are from Asia-Pacific. Close to one-third are C-level executives, while 61 percent are vice presidents or directors. Primary industries surveyed include: technology, manufacturing and business services. 22 percent are at organizations with annual revenues exceeding $5 billion, and 25 percent represent companies with between $1 billion and $5 billion in revenues. Another 28 percent report revenues between $500 million and $1 billion.

Pete Goldin is Editor and Publisher of APMdigest

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ITSM is Important to Digital Transformation

Pete Goldin
Editor and Publisher
APMdigest

The majority of IT executives believe investment in IT Service Management (ITSM) is important to gain the agility needed to compete in an era of global, cross-industry disruption and digital transformation, according to Delivering Value to Today’s Digital Enterprise: The State of IT Service Management 2017, a report by BMC, conducted in association with Forbes Insights, the strategic research and thought leadership practice of Forbes Media.

The results also reveal that while 86 percent surveyed understand that the pace of IT change and transformation is increasing, over half (55 percent) state that the share of IT budget spend on ongoing management and maintenance is growing.

To meet the demand for increased efficiency and productivity, IT executives indicated they are increasingly turning to cloud-based services and implementing greater automation, creating a clear case for digital transformation to make their organizations and workforces more agile, mobile and responsive to customer demands.

Specifically, 88 percent of respondents stated that ITSM is important to their digital transformation efforts. Likewise, the majority of IT executives also see ITSM as important to related initiatives around cloud computing (86 percent), mobility (83 percent) and big data (83 percent).

Despite the clear call to invest more in innovation and new digital solutions, more money and effort is being put towards “keeping the lights on.” As a result, 75 percent believe the time, money, and resources spent on ongoing maintenance and management is affecting the overall competitiveness of their organization.

“Businesses of all sizes are scrambling to keep pace with the fierce rate of change, transformation and risk of extinction in the wake of more agile newcomers and incumbents,” said Nayaki Nayyar, President, Digital Service Management at BMC. “These survey results shine a clear spotlight on the need to invest in multi-cloud service management solutions that accelerate digital transformation. The key to success is balancing agility with cost, control, and security.”

Methodology: The survey includes responses from 261 senior-level executives, representing a range of job functions and industries. 61 percent are from North America, 30 percent are from Western Europe, and 5 percent are from Asia-Pacific. Close to one-third are C-level executives, while 61 percent are vice presidents or directors. Primary industries surveyed include: technology, manufacturing and business services. 22 percent are at organizations with annual revenues exceeding $5 billion, and 25 percent represent companies with between $1 billion and $5 billion in revenues. Another 28 percent report revenues between $500 million and $1 billion.

Pete Goldin is Editor and Publisher of APMdigest

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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
Cloudbrink's Personal SASE services provide last-mile acceleration and reduction in latency

In MEAN TIME TO INSIGHT Episode 13, Shamus McGillicuddy, VP of Research, Network Infrastructure and Operations, at EMA discusses hybrid multi-cloud networking strategy ... 

In high-traffic environments, the sheer volume and unpredictable nature of network incidents can quickly overwhelm even the most skilled teams, hindering their ability to react swiftly and effectively, potentially impacting service availability and overall business performance. This is where closed-loop remediation comes into the picture: an IT management concept designed to address the escalating complexity of modern networks ...

In 2025, enterprise workflows are undergoing a seismic shift. Propelled by breakthroughs in generative AI (GenAI), large language models (LLMs), and natural language processing (NLP), a new paradigm is emerging — agentic AI. This technology is not just automating tasks; it's reimagining how organizations make decisions, engage customers, and operate at scale ...

In the early days of the cloud revolution, business leaders perceived cloud services as a means of sidelining IT organizations. IT was too slow, too expensive, or incapable of supporting new technologies. With a team of developers, line of business managers could deploy new applications and services in the cloud. IT has been fighting to retake control ever since. Today, IT is back in the driver's seat, according to new research by Enterprise Management Associates (EMA) ...

In today's fast-paced and increasingly complex network environments, Network Operations Centers (NOCs) are the backbone of ensuring continuous uptime, smooth service delivery, and rapid issue resolution. However, the challenges faced by NOC teams are only growing. In a recent study, 78% state network complexity has grown significantly over the last few years while 84% regularly learn about network issues from users. It is imperative we adopt a new approach to managing today's network experiences ...

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