White Papers

The value of data-driven automation to the ITSM industry

Given its importance to the future of IT service delivery, we felt it incumbent upon us to investigate the degree of sophistication amongst service providers in collecting and making use of performance data from customers’ IT estates – and whether tangible, quantifiable opportunities were being made, or missed. The good news is that clearly the value of data has not only been recognised by the ITSM community, but actively pursued. In our global study of more than 350 IT service providers’ uses of data, we discovered that 54% are already actively collecting and storing data on customers’ IT performance.

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