Abstract

As business needs continue to advance, organizations increasingly strive to achieve higher levels of digital maturity. In this context, Information and Technology Service Management (ITSM) platforms have emerged as promising tools for optimizing resource management. Leveraging cloud infrastructure and low-code/no-code technologies, these platforms enable agile, scalable service models across both IT and business functions—affecting not only client organizations that adopt them but also service providers that develop and support them. Despite their growing relevance, the systematization of ITSM platforms impact from practitioners remains limited. This study addresses this gap by analyzing the opportunities and challenges associated with ITSM platform implementation from the two perspectives: client organizations and service providers. An abductive research approach was used, beginning with an analysis of a practical case at an ITSM provider, followed by a literature review and culminating in a validation phase through a survey of experts. The main findings reveal a broad consensus on the advantages of increased efficiency and flexibility. However, there is also a common concern about challenges such as the complexity of implementation and dependence on external suppliers.

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