The changing role of IT in digital organizations

The last few years saw the acceleration of corporate digital transformation strategies and an increased reliance on technology. These changes have partially removed the dependence on manual practices; speeded up processes; aided workflows and collaboration; upgraded data-informed insights; reduced costs; and improved experiences (for employees and customers). However, they have also affected the role of IT and the focus of IT service management (ITSM). This article considers the changing role of IT in digital organizations, focusing on service management and the people who work in ITSM practitioner roles.