As more enterprises undergo digital transformation to the 3rd Platform of computing — which comprises cloud, mobility, big data/analytics, and social business — the nature of IT and IT service management (ITSM) is rapidly changing. With more lines of business making their own technology decisions, IT must remake itself into a more service management–oriented and business-oriented organization. This Technology Spotlight describes digital transformation and how it is affecting the delivery of IT services to accelerate the transformation of digital enterprises. This document also describes the "new" IT service management architecture that more commonly includes IT services delivered through the cloud. After a description of HP Service Anywhere, HP's SaaS IT service management offering, the paper offers some guidance to enterprises looking to offer strategic 3rd Platform–based IT service management.
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