"The essence of service management is about orchestrating a way of thinking," said Ridgway. "It's about the tight integration of business, processes, and IT alignment."

He cited a customer case study in Malaysia. "A classic example is our work with Sin Chew Daily, which went through an integration of asset, identity and directory management to allow their journalists to file their stories."

The implementation of the tight service management solution at Sin Chew resulted in a reduction from 16 to 14 hours in their shifts, which delivered time and cost savings to the business.

"The quest of doing more with less is here to stay," said Ridgway. "The bar has been raised and less people do more work, while not sacrificing quality remains as the main challenge for companies."