In a 2021 survey I ran with AXELOS, we found that two-thirds of organizations are already using their ITSM capabilities outside of IT to help the operations, services, experiences, and outcomes of other business functions.
The most popular drivers were:
| Challenge/Opportunity | Percentage |
| Process standardization and optimization | 63.8% |
| Digital transformation enablement | 52.1% |
| Employee productivity improvement | 50.6% |
THE QUESTION: in which business function do you see, or expect to see, the most benefit from ESM?
Hopefully the full report will be published soon :)