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Katie McKenna | November 03, 2017

EMA Shines a Light on Next-Gen ITSM [White Paper]

Traditional ITSM centers on the service desk, but there’s no denying it has evolved into so much more. ITSM has become the natural answer to emerging problems such as how to overcome the growth of IT silos, promote and measure IT operations efficiencies, and consolidate critical insights for better IT-to-business planning. In fact, recent research from Enterprise Management Associates (EMA) shows the growing focus on ITSM as a “hub of innovation” within the organization.

The ITSM Mandate: Do More with Less


With all eyes on ITSM, there’s no doubt that in the future IT teams will be expected to increase efficiency while lowering operational costs—the classic “do more with less” scenario. While I would be hard pressed to find an IT team that has not faced this predicament before, recent trends and advances in consumer technology means meeting modern user expectations can be increasingly difficult. Advances in UX, responsive design, and self-service-related technologies have completely changed the game, the arena, and the needs of the players involved.

Digital Transformation with Next-Generation ITSM

But there’s hope and major opportunity for digital transformation! By leveraging forward-thinking technologies and processes, IT teams can provide the more automated and personalized user experiences that end users demand, while cutting costs and boosting efficiency and adoption rates. This new white paper from EMA, “Transforming End-User Support With Next-Generation IT Service Management,” explores the changing ITSM landscape based on their recent research. It highlights the trends IT organizations should keep on their radar while covering the following topics:

  • What is next-generation IT Service Management?
  • Why user experiences really count
  • How responsive design improves IT Service performance
  • The new era of Self-Service: service catalogs, knowledge management & analytics

Download your free copy of the white paper for a more in-depth look at next-gen ITSM trends and best practices, including EMA’s top five recommendations for more effective ITSM adoption.

EMA White Paper: Transforming End-User Support With Next-Generation IT Service Management

Bonus Video

For even more discussion on how ITSM is evolving and the upcoming trends you need to know, check out our on-demand webinar of the same name. You’ll hear about ITSM trends in automation, self-service, mobility, analytics, and cognitive services straight from EMA’s VP of Research, Dennis Drogseth, and EasyVista’s own CMO, John Prestridge.

On-Demand Webinar: Transforming End-User Support With Next-Generation IT Service Management

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Katie McKenna

Katie McKenna is the Digital Marketing Manager at EasyVista, managing all aspects of social media and the company’s web presence. She enjoys learning and sharing all things ITSM, IoT, SaaS, and IT Consumerization. Katie is also an avid reader, pizza enthusiast, and horror movie lover. Follow Katie’s latest tweets on EasyVista and industry news at @EasyVista.