InformationWeek State of ITSM & ESM Market Study

InformationWeek State of ITSM & ESM Market Study

Supercharged IT Service Management; A Priority Initiative in New Market Study from Information Week and TeamDynamix The study reveals the...

Supercharged IT Service Management;
A Priority Initiative in New Market Study from Information Week and TeamDynamix 

The study reveals the top initiative for ITSM technology is automation and enterprise integration; helping to reduce the time spent on manual, repetitive tasks at the IT service desk.

Columbus, OH – FEB 22, 2022 – A new market study examining the state of IT Service Management (ITSM) and Enterprise Service Management (ESM) reveals a strong demand for enterprise integration, automation, and workflow to help solve ongoing issues around resource constraints and request backlogs. Conducted by Information Week and TeamDynamix, the study highlights onboarding employees, and user management as common areas to automate. 

“Looking forward, enterprise integration and automation are going to fundamentally change how organizations think about service management,” states Andrew Graf, chief product officer for TeamDynamix. “Many IT service desks are spinning their wheels trying to manage procedural and repetitive ITSM tasks like user management, onboarding, name updates, and so on. We can help put time back in the day with service automation.” 

According to the study, approximately 52% of organizations handle these requests manually, another 38% have implemented automation, but only through a patchwork of scripts and APIs. Just 10% of organizations say they’re able to leverage an integration and workflow platform to handle these tasks automatically.  (Full ITSM/ESM Market Study

“When you pair ITSM software with an integration and automation layer, you can supercharge ITSM. You will have the ability to action requests right from the ticket. Imagine if you can trigger the workflow to automatically onboard employees; create the entry in the Active Directory, provision software, set up the user and group permissions, and even finish off the routine with a text to the hiring manager to say it is completed,” adds Graf. 

State of ITSM & ESM Software: Demand for Administrative Simplicity & Codeless Automation: 

  • 44% of participants identified the cost of ITSM software administration as a key area for change, looking to move to codeless platforms that offer a lower overall cost of ownership. Hidden costs in platform administration are causing IT leaders to look for more viable solutions with less overhead. 
  • 41% pointed to excessive manual processing and a lack of ITSM automation as a key challenge and hurdle for moving the needle; looking for better workflow, and less time-intensive repetitive tasks. 
  • 36% identified Enterprise Service Management as a key area to tackle; helping to connect the dots between enterprise service in IT, HR, Facilities, and other areas by integrating the broader tech stack. 


About TeamDynamix
Work better together. Our philosophy is that technology should be easy to use, own, and operate – so we put IT Service Management (ITSM), Project Portfolio Management (PPM), and Enterprise Service Management (ESM) together – on one, simple, codeless platform. From there, we focused on enterprise connectivity and workflow with a full enterprise integration platform – iPaaS. Life is complicated enough… we make it easier.    

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