Changing Roles in IT Service Management and Operations: In 2023, Who Is IT and What Services Are They Managing?

Changing Roles in IT Service Management and Operations: In 2023, Who Is IT and What Services Are They Managing?
This IDC Market Perspective explores trends in workers' backgrounds and expectations, as well as where artificial intelligence (AI) can fill certain roles. Technology is integrated into business more than ever, creating a need for support and service for information technology. However, new workers performing technology services and operations functions may identify with roles other than "IT.""There is a great need for managing technology services. Tech leaders and technology vendors can adjust their products to the types of workers available to best support digital business operations," said Snow Tempest, research manager for IT Service Management at IDC.

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