Study "ITSM – Digital Workflows 2020" | The Role of IT Service Management and Enterprise Service Management (ESM) in Digitization

Voit, Stefan | 04.03.2020
IDG Studie Teaser

About the study

In the study "ITSM - Digital Workflows 2020", a total of 385 decision-makers from the DACH region were asked how they rate the digitization of their workflows. In addition, the study partners show what their solutions in the areas of ITSM and ESM look like.

The result: approval for ITSM tools—ESM still waiting for breakthrough

The majority of the study participants rated the ITSM tools which they currently use as suitable for future developments in the field of digitization. The satisfaction tends to increase with the size of the company and the associated IT-budget.

Contrary to expectations, IT-departments rate the relevance of ESM as rather low. This is surprising, since ITSM and ESM are closely related in terms of content. The principles that apply to the management of IT services can also be applied to non-IT services. However, due to the stagnating development in the ESM market, there is (at least temporarily) a virtual standstill in this area.

Flexible ITSM tools that can also be used outside of IT benefit from this development. Customizing and seamless integration into existing software-landscapes play a central role in this context. Efficient handling of IT services also forms the basis for the standardization and automation of processes

A look into the future: flexible ITSM tools as a basis for ESM concepts

IT decision makers agree on the criteria of flexibility and integration capability: The trend is clearly towards customizable workflow modeling tools based on the model of ITSM. If these workflows map processes outside of IT, an ITSM tool will gradually evolve into an ESM solution that can be used company-wide.

This "transformation" has long been taking place in so-called software ecosystems, in which a central database is created for the entire company, whereby cloud or hybrid cloud models are also used. This practical "expansion" of IT services towards workflows of other company departments (such as HR, Stock & Order, Sales, Production, Logistics ...) is achieved with the so-called "low-code" approach, in which workflows are modelled with the help of graphical editor tools and are hardly programmed in the classical way. Out of the box usable standard applications, interfaces, gateways, automation and customizing possibilities complete the typical portfolio of an efficient business process ecosystem.

Learn more about the study "ITSM – Digital Workflows 2020"

The comprehensive study was developed in partnership with OMNINET and the IDG Business Media AG, a specialist for digitization, technical and IT topics.