In today's fast-paced world, all teams–not just IT–need to be digitally literate and leverage the power of technology to propel productivity. The State of Service Management 2021 Report shares key insights about how diverse teams-from Legal, HR, Marketing and beyond-use Service Management principles to address business challenges and improve ways of working. The report also takes a deep dive into the long-term benefits of Service Management, how it's shaping the modern enterprise, and best practices for automating workflows, collaborating smarter and optimizing service experiences.
In this report, you will learn about the challenges, practices, and drivers that have led companies to adopt Service Management strategies within their organizations. You'll also get insight into emerging trends in Service Management and how the framework contributes to business impact, employee wellbeing, and improving the service experience. Here are a few of the many key findings in the report:
The top three drivers for Service Management are: process standardization and optimization (22%), cost reduction (21%), and employee experience improvement (19%). Organizations with well-advanced Service Management strategies are more likely to have “process standardization and optimization” as the primary driver.
-2021 State of Service Management Report
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