IDC's IT Service Management service provides insights and strategic market directions for vendors and IT decision-makers responsible for managing the delivery of high-quality IT services to corporate end users in heterogenous technical and geographic environments, including hybrid, mobile, remote, and corporate campus work models.
The IT Service Management service analyzes software and SaaS solutions used to deliver IT support and operations functions such as problem, knowledge, and incident management in support of standards. IDC is closely tracking the impact of artificial intelligence and machine learning technologies on the IT service management (ITSM) market, particularly as they relate to natural language processing, team coordination, and continuous improvement initiatives.
Clients of this service receive direct access to IDC's industry experts who can supply market forecasts and competitive assessments as well as assist with vendor selection, go-to-market strategy development, and more.