target audience: TECH BUYER Publication date: Jun 2023 - Document type: Tech Buyer Presentation - Doc Document number: # US50790923
Case Study: Incident Management Modernization
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Abstract
This IDC Tech Buyer Presentation tells the story of an organization planning to modernize incident management on its IT service desk with a product enabled with automation and artificial intelligence (AI). In this case, the organization needed example objectives and key results (OKRs) for the service desk that could also help align modernization for IT operations and DevOps. "Incident management pulls together people from different teams to solve problems together and is an area where organizations can see measurable benefit from creating more efficient processes," said Snow Tempest, research manager for IT Service Management at IDC.