Three More Key Findings About the Future of IT Service Management from EMA Research

The consumerization of IT, digital business model disruption, and the need for greater speed in technology development are combining to dramatically change the role of IT service management. According to Dennis Drogseth of Enterprise Management Associates (EMA), “Both the ‘rules’ and the ‘roles’ governing IT Service Management (ITSM) are evolving” as the relationship changes “between IT and its service consumers.”

Cloud computing, mobile, and the future of ITSMIn The Future of ITSM: How Are Roles (and Rules) Changing? Part 2, Drogseth details several conclusions from the organization’s research, expanding on previously reported findings. Here are three observations that stand out, with additional commentary.

Service management isn’t just for IT anymore.

Among EMA’s findings, “89% of respondents had plans to consolidate IT and non-IT customer service.”

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First-Ever Wally Awards Presented at KEG14 [Video]

Three Kinetic Data customers were honored with the inaugural Wally Awards, a.k.a. The Wallys, at this year’s Kinetic Enthusiast Group (KEG) Conference in Denver.

Our own Ben Christenson presided deftly and humorously over the awards ceremony at the closing session of KEG 2014.

Honored for their creative and effective use of Kinetic Data products were:

  • Favorite Poster Story (Advanced Technology Services);
  • Innovator of the Year (CareTech Solutions); and
  • Rookie of the Year (Nordstrom).

For complete awards coverage, check out the news release or the full-length video on our website. Oscar may be glitzy—but Wally is bendable.