IT Needs Better Service Management Tools
Limited Capacity
55% of tech professionals say they’re unable to leverage their ITSM solution beyond IT processes.
Key Business Functions in Need of ITSM Extension: People Power
59% would use ITSM to automate HR if they could extend ITSM.
Key Business Functions in Need of ITSM Extension: Augmented Offices
47% would automate facilities management.
Key Business Functions in Need of ITSM Extension: Consumer Driven
38% would automate external customer service.
Key Business Functions in Need of ITSM Extension: Sales Savvy
32% would automate sales and marketing.
Rapid Response
65% rate their own responsiveness to tech needs with “four or five stars,” and 48% believe their fellow employees would do the same.
An Overlooked Asset
53% say IT is undervalued, and they have difficulty demonstrating the tech department’s value to business.
Hands Off
50% aren’t using the most recent versions of their on-premise ITSM solution because of upgrade challenges.
Heavy Lifting
78% say ITSM customization requires two or more workers.
Prohibitive Condition
One half want to implement Information Technology Infrastructure Library processes, but 30% say their current ITSM solution is holding them back.
