State of ITSM in Retail

Whether they’re running a complex e-commerce enterprise, a vast collection of brick-and-mortar stores, or—most commonly—both kinds of properties at once, retailers today depend on reliable technology service delivery to stay competitive in the market. Even the smallest retailers today rely on a complex set of applications to deliver a seamless omnichannel experience to customers, to personalize marketing and loyalty rewards to their best customers, and to streamline their supply chain and back office business functionality. Without rock-solid IT infrastructure and impeccable support desk performance, retailers are dead in the water. This is especially true in today’s fast-paced consumer landscape. The study shows that there’s a big need for automation to cut down on administrative costs and improve SLAs, as well as a strong drive toward self-service functionality, emerging technology, and ways to extend ITSM innovation to other retail departments via Enterprise Service Management (ESM).

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