After completing my first Forrester Wave on ITSM/ESM platforms, I was left with some very specific challenges related to these platforms:
- Increasing complexity - it takes more and more people and resources to keep the platform up to date
- Rising costs of licensing and limited transparency on pricing structures.
- Inability for organizations to find/develop the talent needed to support the platforms
- Increasing demand for new features, workflows, reporting, etc.
I am hoping to gain better insights from my network and beyond on which of these is their greatest challenge. Feel free to send a direct message if you feel I missed a challenge or if your have multiple challenges. I know it may be hard to pick one - but pick the one that is your greatest challenge. And I'm sorry I didn't have an option for "no challenges."
Please share and repost to get a larger sample size.