“I&O leaders targeting best-in-class ITSM must shift from a technical project mindset to a consumable product mindset.
This roadmap describes six areas of ITSM that must be improved to support digital business in 2023 and explains how I&O leaders can migrate to that state successfully.
Gartner, 2019 Strategic Roadmap for IT Service Management, Chris Matchett, Katherine Lord, Kenneth Gonzalez, Roger Williams, 27 August 2019
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