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Research Spotlight


Enterprise Service Management: ITSM Moves Into the Enterprise

Valerie Oconnellby Valerie O'Connell, Research Director, IT Service and Business Management

Recent EMA research explored the state of ESM in a global study of 400 IT leaders. One of the many conclusions is that ESM is mainstream. Fully 87% of respondents have some level of ESM deployment (established, current, or in the planning stage); only 4% have no plans. Not surprisingly, there is a significant divide between mature and relatively new deployments in terms of benefits derived, use of AI and automation, adoption levels, and number of non-IT areas being served from established ITSM implementations. Regardless of deployment maturity, respondents overwhelmingly viewed ESM as having a positive effect on the relationship of IT/ITSM teams and business stakeholders.

Learn more | read the full article

Get research highlights | watch the on-demand ESM webinar


Featured Research

EMA Names Top Innovators in the Use of Artificial Intelligence for Data Management

EMA has released two new Top 3 Reports and Decision Guides for Analytic Leaders. Together, these reports reveal the leading innovators in the use of artificial intelligence (AI) and machine learning (ML) in metadata services, data integration, and data preparation. The reports also identify the value of using AI and ML in data management, with savings up $5,000,000 annually.

Learn more about Innovation in the Use of Artificial Intelligence and Machine Learning for Metadata Services report.

Learn more about Innovation in the Use of Artificial Intelligence and Machine Learning for Data Integration and Preparation report.



Adapting Performance Visibility to New Technology Trends

Wednesday, October 16  at 8 am Pacific | 11 am Eastern

Enterprises are always adopting new innovations to seize a competitive advantage. For instance, today enterprises are adopting SDN and SD-WAN, TLS 1.3 encryption, and SaaS, PaaS, and IaaS cloud services. Unfortunately, these new technologies often disrupt IT operations. For a variety of reasons, many new technologies cut off performance visibility.

What can enterprises do to protect their performance visibility? Register for October 16 webinar to find out
service modeling image


Service Modeling in the Digital Age: CMDB, or CMS, and/or DDM?

EMA is embarking on research currently titled Service Modeling in the Age of Cloud and Containers. The goal is to set the record straight—maybe not once and for all—but at least in terms of what to expect in 2020. To do this, we are looking at a global respondent base of 400 including North America, Europe, and Asia.

Learn more | read the full article

In the News


Check out featured articles on topics including network automation, enterprise service management, VMworld 2019, and more, as well as EMA featured in the news on topics including digital transformation and legacy IT, AI, network monitoring, and more!



Founded in 1996, EMA is a leading industry analyst firm that specializes in providing deep insight across the full spectrum of IT and data management technologies. EMA analysts leverage a unique combination of practical experience, insight into industry best practices, and in-depth knowledge of current and planned vendor solutions to help their clients achieve their goals. Learn more about EMA research, analysis, and consulting services for enterprise line of business users, IT professionals, and IT vendors at www.enterprisemanagement.com.

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