Service Management Research

Instead of the traditional focus on technology, leading IT organizations now concentrate on delivering value through IT services. A number of changes across people, process, and technology are required in order to make this shift and succeed with the new service provider paradigm. IT organizations are adopting frameworks like the IT Infrastructure Library (ITIL), communicating their offerings in terms that typical users understand, and aligning themselves to better meet business needs. Technologies including service catalog, service portfolio management, business transaction management, service level management, end user experience monitoring, automated request fulfillment, and more comprehensive approaches like business service management (BSM) are helping make service management a reality.

For more than 10 years, EMA has been a thought leader in the IT service management arena. Today, our experts continue to deliver in-depth research, insight into evolving products and technologies, and practical advice to help organizations successfully shift from managing IT by technology to managing it by service.