As you are probably experiencing working from home brings a new set of challenges for organisations to meet service level agreements for both customers and employees while keeping your business running.

The Digital Enterprise Journal (DEJ) published a study on best practices for achieving top performance in managing IT Operations, including Enterprise Service Management. The study is based on insights from more than 800 organisations worldwide including Australia and New Zealand.

The three objectives of this research are:

• Provide actionable recommendations by identifying and leveraging practices of top performing organisations (TPO)
• Take a holistic approach for defining a performance improvement roadmap that includes 4 key areas – strategy, process, organisation and technology
• Help organisations to create a business case for technology modernisation by identifying measurable benefits that they can expect by applying best practices