Tomorrow-Ready ITSM Today: 3 Key Strategies


In ancient times – February 2020 – EMA research found that more than 50% of IT leaders surveyed were considering new ITSM platforms in the near future. That future arrived with a bang as IT organizations turbo-pivoted to deliver and support unprecedented levels and types of services to a global workforce suddenly working from home.

Join Valerie O’Connell, EMA Research Director, and Bruce Randall, ServiceNow Director of Product Marketing, as they take a research-informed look at building ITSM initiatives that will support business at the speed of life. This webinar will dive into 3 non-negotiable essentials for an ITSM function that will thrive long past this current crisis. Topics include:

  • Characteristics of ITSM platforms that either facilitate or complicate business innovation
  • Functionality and technologies that invigorate new initiatives
  • Realistic uses of AI and ML in support automation
  • Practical considerations of risk/reward, drivers, challenges, and adoption.


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Valerie Oconnell

Valerie O’Connell
Research Director


Bruce Randall
Director of Product Marketing