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Crossing the Legacy ITSM Chasm: A Risk/Benefits Assessment

The scope and value that IT Service Management (ITSM) provides information technology operations is increasing dramatically, according to a new research report from Enterprise Management Associates (EMA).

And yet in some IT organizations legacy ITSM groups continue to be reactive rather than proactive and are losing credibility within the enterprise from failing to integrate with and support business concerns. This lack of effective by legacy ITSM teams creates multiple issues for the enterprise, including:

  • Limiting IT performance
  • Reducing IT Business value and relevance
  • Escalating costs from administrative overhead
  • Limiting IT efficiency due to lack of cohesive processes, automation, governance, and service insights

Informed by extensive research and two compelling deployment narratives, this report examines what EMA calls “next‑generation ITSM” and its contributions toward optimizing changing IT and business requirements. EMA contrasts these advances with the risks of staying with legacy ITSM models and then evaluates and itemizes the risks of “doing nothing” and allowing legacy ITSM to persist.

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