By Richard Pastore and Christopher Key
Technology leaders are realizing that it is time to modernize their IT service management (ITSM) capabilities by
introducing intelligent automation enabled by artificial intelligence (AI) analysis of process data and AI for technology
operations (AIOps). The joint goals are aimed at creating a new magnitude of technology function efficiency to
enable resource realignment and an improved employee experience. Early adopters are starting with the technology
service desk, standardizing processes, automating repeatable tasks and developing a more streamlined, self-service
approach. Best practices include making a sound business case, obtaining proofs of concept (POCs) from vendors,
building ITSM into a three- to five-year function modernization plan and cultivating new talent.
By the Hackett Group
TECHNOLOGY EXECUTIVE INSIGHT
Improving employee experience is the bedrock of modern IT service management initiatives. With a new urgency for
modernization after the Covid 19 pandemic and other economic and societal changes, IT leaders are in the race to adopt
new technologies to enable resource realignment and improve the employee experience.
Freshworks is pleased to offer you this insightful report from The Hackett Group. The study reveals the foundations and
targeted outcomes for future ITSM and the best practices for IT leaders moving toward modernizing their IT operations and
exploring the opportunities of AIOps.
At Freshworks, we believe your business deserves a right-sized ITSM solution that’s intuitive, intelligent, and
employee-focused. For more information on how Freshworks can help you get the most out of your IT, visit
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