The state of ITSM in Bulgaria: what our first survey found

We asked 61 organisations — from ten-person MSPs to delivery centres with thousands of staff — what their service management practice actually looks like in 2026.

Two findings stood out. First, tooling maturity has outrun process maturity almost everywhere: most respondents run a modern platform but fewer than half can name a process owner for change enablement. Second, the biggest reported constraint is not budget but experienced people.

The full report is available to members, and we will present the findings in detail at the annual summit in October.