Martina Madali, Arena Holdings. All phots: Paul McGavin

As IT becomes more integrated with the fundamental operations of businesses, service desks are coming under increasing pressure to accomplish more with fewer available resources.

In the face of new difficulties, IT leaders are finding themselves having to reevaluate their IT Service Management (ITSM) strategies, giving higher priority to ROI and achieving speedier time-to-value delivery. As we move forward into 2023 and beyond, the secret to refining an ITSM strategy is in identifying and focusing on the components that correspond with the organisation’s particular needs and the expectations of its customers.