A recent, deep-dive study on IT Service Management (ITSM) reveals that users on both sides of the help desk are frustrated, overwhelmed and underserviced by current product offerings. The technology is ripe for progression to the next level, but a new vision focused on how ITSM can better impact modern organizational structures is required.

Read this whitepaper to learn the key reasons ITSM is failing organizations and what it will take to move ITSM into the 21st Century.