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The Move Toward IT Service Management (ITSM) Mobilization
IT service management (ITSM) applications, which incorporate problem and incident resolution, change management and/or asset management, are especially ripe for mobilization. For example, giving IT technicians on-the-go access to service applications helps them do their jobs faster and more efficiently. But the results of mobilizing ITSM applications go beyond the tactical benefits; enabling technicians to address infrastructure issues more easily and quickly means that more-strategic business objectives such as improving customer service, increasing productivity levels and reducing IT costs can be realized.
IDG Research Services recently surveyed more than 200 CIOs and senior IT and business executives at companies of all sizes to examine the benefits of giving employees mobile access to strategic business applications, including ITSM applications. The survey, which includes respondents from a wide range of technical and non technical industries, also describes the challenges IT executives face in mobilizing these applications and suggests how to address them.
This analyst report discusses the benefits of ITSM mobilization as well as key findings from the IDG survey.