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Crossing the Legacy ITSM Chasm: A Risk/Benefits Assessment

Published By: ServiceNow
ServiceNow
Published:  Jan 03, 2017
Length:  12 pages

The scope and value that modern IT service delivery provides a business is increasing dramatically, according to a new research reportfrom Enterprise Management Associates (EMA).

And yet in some organizations legacy ITSM systems contribute significantly to reduced credibility for IT departments who fail to integrate with and support important business concerns. This lack of modern IT service delivery creates multiple issues for the enterprise, including:

  • Increasing divergence of IT and business performance
  • Rising costs due to service delivery complexity
  • Inability to measure and protect a business from potential risks

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” by allowing legacy ITSM to persist.



Tagsit management, it automation, it ticketing, help desk, service desk, itsm, it service management