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1、STATE OF ITSM IN RETAILINFORMATIONWEEK|TEAMDYNAMIX|STATE OF ITSM IN RETAIL1|2|3|4|5|6|7|8|9|10Executive SummaryWhether theyre running a complex e-commerce enterprise,a vast collection of brick-and-mortar stores,ormost commonlyboth kinds of properties at once,retailers today depend on reliable techno

2、logy 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

3、-office business functionality.Without rock-solid IT infrastructure and impeccable support desk performance,retailers are dead in the water.This is especially true in todays fast-paced consumer landscape,which lends itself to minimal brand loyalty and extreme ease of switching between retail outlets

4、.Consumers today are notorious for seeking immediate gratification and flawless customer service.If systems are down,preventing store or Web sales at a retail chain,its common for customers to take out their phone and search for the nearest store or online merchant to buy from instead.In the process

5、,those customers could be potentially lost forever.Consumers will walk away in frustration,dealing a blow to the brands loyal customer base,tarnishing its reputation,and potentially demoralizing employees when it happens in the store.On top of this extremely competitive environment,retailers are oft

6、en dealing with slim margins and are always seeking efficient ways to reduce their overhead.All of this adds up to an existential need for the most effective and cost-efficient IT Service Management(ITSM)systems and processes possible.Retailers need best-in-class ITSM to move beyond just keeping the