A new study conducted by Information Week and TeamDynamix points to continuing challenges and frustration with ITSM tooling and its administrative overhead.
According to the report, 44% of participants saw the cost of administration as something that needed to change (presumably to make it less costly), with 41% also saying that the lack of automation was a key challenge for them.
These findings reinforce a long-evolving trend that points to traditional approaches to IT service management being too slow to accommodate the modern pace of business and IT operations.
The report’s authors point to the need for higher levels of integration and codeless automation as the answer to these challenges.