How Companies Benefit From ITSM

How Companies Benefit From ITSM

Well DoneWell Done

52% of survey respondents described their organizations as being “extremely successful” or “very successful” with their IT Service Management (ITSM) initiatives, and an additional 36% said they’ve been successful.

Staffing SurgeStaffing Surge

Nearly one-half said their ITSM team is poised for growth.

Highly InvolvedHighly Involved

62% of those with expanding ITSM teams said the increase is due to overall company growth, and 41% said it’s because the ITSM team is assuming more responsibilities across lines of business.

Needed Outcomes for ITSM ExpansionNeeded Outcomes for ITSM Expansion

Improved internal user experience: 20%, Better operations-to-service desk integrations/processes for incidents/problems and availability management: 19%, Improved operations-to-service desk integrations/processes for configuration/change management: 14%

On the GoOn the Go

65% of survey respondents said their organization allows for users to access corporate apps via mobile devices–at least in some way.

Win-Win SituationWin-Win Situation

46% said mobility improves the service desk’s responsiveness to IT service consumers, and 38% said it increases tech efficiencies while reducing operating expenses.

Management ToolManagement Tool

57% said their organizations own a configuration management database (CMDB) or have a configuration management system (CMS)-related investment, and an additional 23% plan to do so.

Top Uses for CMDBs/CMSTop Uses for CMDBs/CMS

Performance-related service impact: 47%, Change management: 44%, Asset management: 44%, Security and/or compliance audits: 39%, Data center migration: 34%

Improved VisibilityImproved Visibility

71% of survey respondents have some plans for applications discovery and dependency mapping (ADDM) adoption.

Smooth TransitionSmooth Transition

31% are using ADDM to support cloud migration efforts, and 30% said it’s needed for better management of assets.

Auto PilotAuto Pilot

60% of survey respondents are committed to invest in advanced levels of change automation over the next 12 months.

Biggest Priorities for Automated Change Management ToolsBiggest Priorities for Automated Change Management Tools

IT process automation: 48%, Systems configuration: 40%, Workflow between service desk and ops: 37%, Storage configuration: 36%, Network configuration: 35%

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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