IT Needs Better Service Management Tools

IT Needs Better Service Management Tools

Limited CapacityLimited 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 PowerKey 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 OfficesKey Business Functions in Need of ITSM Extension: Augmented Offices

47% would automate facilities management.

Key Business Functions in Need of ITSM Extension: Consumer DrivenKey Business Functions in Need of ITSM Extension: Consumer Driven

38% would automate external customer service.

Key Business Functions in Need of ITSM Extension: Sales SavvyKey Business Functions in Need of ITSM Extension: Sales Savvy

32% would automate sales and marketing.

Rapid ResponseRapid 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 AssetAn Overlooked Asset

53% say IT is undervalued, and they have difficulty demonstrating the tech department’s value to business.

Hands OffHands Off

50% aren’t using the most recent versions of their on-premise ITSM solution because of upgrade challenges.

Heavy LiftingHeavy Lifting

78% say ITSM customization requires two or more workers.

Prohibitive ConditionProhibitive Condition

One half want to implement Information Technology Infrastructure Library processes, but 30% say their current ITSM solution is holding them back.

Dennis McCafferty
Dennis McCafferty
Dennis McCafferty is a contributor to CIO Insight. He covers topics such as IT leadership, IT strategy, collaboration, and IT for businesses.

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