1、STATE OF ITSM IN HOSPITALITYINFORMATIONWEEK|TEAMDYNAMIX|STATE OF ITSM IN HOSPITALITY1|2|3|4|5|6|7|8|9|10Executive SummaryThe hospitality industry supports an increasingly digitized portfolio of businesses that span a range of specialties and can include everything from hotels,restaurants,and bars to

2、 theme parks,tourist attractions,and casinos.Often,the largest organizations must support geographically and culturally dispersed properties and groupsall with their own technology set,typically with more than one of these business functions operating at each of the dispersed hospitality business lo

3、cations.Finally,much of the business is running on a 24/7 basis or,at the very least,during non-traditional business hours.To serve customers without interruption,hospitality organizations need to count on mature IT organizations that can support a highly variable business process infrastructure and

4、 a diverse set of applications that run all these lines of business.Even amid a single application,there may be varied use cases,and consequently,varied ways it could break.At a minimum,IT in hospitality must keep all these applications and the processes they support running.In this State of ITSM in

5、 Hospitality survey,InformationWeek explores how teams can leverage IT Service Management(ITSM)platforms and processes to go beyond simply keeping the lights on and actually improving the business.Hospitality organizations that are extending ITSM into Enterprise Service Management(ESM)are leveraging

6、 it for everything from creating ticketing systems for housekeeping to quickly answering corporate policy questions through self-service for new workers in an industry that is naturally very churn-heavy.INFORMATIONWEEK|TEAMDYNAMIX|STATE OF ITSM IN HOSPITALITYSome highlights from the study:ITSM Matur