Adam Holtby, ITSM Research Analyst, Ovum

Through discussions with vendors, clients, and research into technology trends and disruptors, Ovum has identified what it believes will be the key IT service management (ITSM) advances of 2013. More detailed information and analysis can be found in our recently published report, 2013 Trends to Watch: IT Service Management.

Technology is evolving to assist with changing business demands

Technology continues to advance, and we are finally starting to see some good ITSM tool innovations around technology disruptors such as social and mobile. For example, BMC recently announced MyIT, an enterprise IT helpdesk solution that was developed with the objective of empowering users through giving them more visibility and control over their IT services from any device.

As a market leader, it is encouraging to see BMC make such a bold move in embracing and investing in mobility and social technology. BMC was slower than …