The thesis is the result of a corporate experience in IBM Client Innovation Center and Kyndryl, the new company born from IBM’s spin-off. Kyndryl benefits from the centennial experience of the tech giant IBM to position itself as a leader in the managed infrastructure service market. Both companies aim at guiding organizations towards an acceleration of their digital transformation, which is nowadays being enabled by the emerging developments in cloud computing, machine learning and artificial intelligence (AI), which all have opened fresh opportunities for value creation. In turn, this has led Information Technology to become an important business driver and source of competitive advantage, positioning IT Service Management (ITSM) as a key strategic capability.